Leslie M Jimenez
Sandy
Summary
Assisted customers with repayment negotiations for delinquent accounts. Supported resolution of over-limit and disputed accounts through effective communication. Documented customer interactions and managed payment plans to reduce delinquency.
Assisted teams in completing tasks efficiently to enhance customer satisfaction. Supported strategic planning and customer relationship management initiatives. Contributed to cash handling and process improvement efforts. Developed strong communication and problem-solving skills to adapt in high-pressure situations.
Overview
5
5
years of professional experience
Work History
Account Resolution Specialist
Wells Fargo
Salt Lake City, UT
07.2025 - Current
- Resolved customer account discrepancies through detailed investigation and analysis of transaction records.
- Analyzed payment histories and account activity to identify patterns and recommend corrective actions.
- Collaborated with cross-functional teams to implement process improvements for account resolution efficiency.
- Educated customers on account policies and procedures, enhancing understanding and compliance.
- Negotiated arrangements to manage defaults, payment plans, or full remittance of balance owed.
- Enhanced client satisfaction through timely resolution of billing disputes and payment issues.
- Completed in-depth research to investigate claims and resolve problems.
- Core Responsibilities and Duties:Collections & Negotiation: Proactively contact customers via phone and mail to resolve delinquent balances, negotiating payment plans or settlements
Account Analysis: Review and analyze delinquent accounts to determine the reason for non-payment, including investigating billing disputes.
Customer Service & Empathy: Utilize strong communication skills to handle difficult conversations with empathy, aiming for solutions rather than just debt collection
Record Keeping: Meticulously document all conversations, payment agreements, and actions taken in the company or collection system
Goal Achievement: Exceed departmental KPIs, such as reduction in Days Sales Outstanding (DSO) or specific, monthly collection targets
Escalation & Specialized Actions: Recommend accounts for charge-off, repossession, or legal action, and manage skip tracing if necessary.
Customer Experience Leader
Victoria Secret
Sandy, UT
12.2022 - 07.2025
- Facilitated workshops focused on enhancing employee engagement in order to improve overall performance.
- Managed customer service teams, providing coaching and guidance as needed.
- Maintained up-to-date knowledge of changes in relevant regulations impacting the delivery of services, credit cards, or products offered by the company.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collected deposits or payments and arranged for billing.
- Developed strategies to maximize sales and profitability.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Managed daily banking activities such as deposits and withdrawals.
- Established store tactics and strategies to achieve operational performance and sales goals.
- Resolved any discrepancies between the cash register total and actual money received quickly.
- Conducted weekly audits of cash drawers to verify accuracy of funds.
- Performed daily deposits in accordance with bank policies and procedures.
- Counted and balanced cash drawer at the beginning and end of shift.
- Responded to inquiries from customers regarding credit card terms and conditions.
- Provided detailed information on fees, interest rates, payment methods, rewards programs and other related topics.
- Collaborated with internal departments such as fraud prevention teams to ensure compliance with regulations.
- Upgraded existing accounts by offering more competitive terms or higher limits.
- Greeted customers with energy and enthusiasm, analyzed prospects' behavior, built rapport, championed services being offered and presented enticing opportunity to become cardholder.
- Demonstrated informed passion for services being offered, presented specific anecdotes illustrating outstanding card value and outlined clear advantages over competitive offerings.
- Trained and equipped new team members to sell credit cards to consumers by modeling sales approach followed by supporting and coaching trainees in initial sales efforts.
Associate
Target
Sandy, UT
07.2021 - 04.2022
- Collaborated with team members on various projects related to inventory control management and restocking processes.
- Managed daily tasks such as labeling boxes, sorting orders according to priority level.
- Organized merchandise and stockroom shelves to ensure a neat and orderly display.
- Assisted customers with locating requested items within the store or stockroom area.
- Resolved customer complaints regarding product availability or quality promptly by providing satisfactory solutions.
Education
High School Diploma -
Copper Hills
West Jordan, UT06.2023
Skills
- Team building
- Employee training
- Visual merchandising
- Inventory management
- Sales strategies
- Cash handling
- Calm under pressure
- Organizational skills
- Microsoft office
- Reliability
- Multitasking capacity
- Product knowledge
- Problem-solving aptitude
- Negotiation and Persuasion
- Excellent communication
- Problem solving
- System Proficiency
- Documentation skills
- Data entry proficiency
- Payment plan negotiation
- Inbound call management
- Research
- Financial collections
- Debt collection
- Credit reporting
- Decision-making
- Call center experience
- Customer research
- Account review
- Collections
- Outbound calling
- Proficiency in software
- Risk management
Affiliations
- Hiking
- Journal
- Cook/Bake
Languages
Spanish
Native/ Bilingual
Accomplishments
- Employee of the month more than 3 times
References
References available upon request.
Education and Training
other
Timeline
Account Resolution Specialist
Wells Fargo
07.2025 - Current
Customer Experience Leader
Victoria Secret
12.2022 - 07.2025
Associate
Target
07.2021 - 04.2022
High School Diploma -
Copper Hills