LILIA GONZALEZ
Kansas City,MO
Summary
Seasoned Portfolio Manager with a proven track record at Engaged Financial, showcasing meticulous attention to detail and leadership development. Excelled in risk assessment and client relationship management, driving significant account recoveries and fostering team growth. Fluent in two languages, adept at data-driven problem-solving and effective conflict resolution, consistently enhancing portfolio performance.
Overview
8
8
years of professional experience
Work History
Portfolio Manager
Engaged Financial
Parkville, MO
01.2022 - Current
- Continued to manage accounts, and was responsible for purchasing batches of invoices of up to $8 million.
- More involved during interviews.
- Performed end-of-month write-offs.
- Attended monthly meetings to discuss any concerns regarding our book of business.
- Reviewed brokers to determine if their status needed to change based on their credit.
- Approved and discussed payment plans for the team.
- Managed recoveries for the entire book of business.
- Maintained relationships with current clients by providing updates on their accounts' performance, and addressing any concerns they may have.
- Review high-risk concentrations on a weekly basis.
- Monitor accounts that were aged past 90 days.
- Approved credit limit requests, along with house line requests.
- I advised on escalations and how to manage.
- Performed weekly one-on-ones with team leads to review their books and advised where work needed to be focused for the week.
- Evaluated risk, identified bad actors, then made a decision about whether to keep the business or transition it off our portfolio.
Team Lead
Engaged Financial
Parkville, MO
01.2021 - 01.2022
- Continued to manage accounts and was responsible for purchasing invoices of up to $5 million.
- All responsibilities of the Account Executive role.
- Assisted in training new hires.
- I participated during the interviews.
- Handled all group activities, birthdays, and events for the team.
- Performed weekly one-on-ones with individuals to review their books and advised where work needed to be focused for the week.
- I stepped in to assist with escalated calls.
Account Executive
Engaged Financial
Parkville, MO
03.2019 - 01.2021
- Invoiced, audited, and analyzed hundreds of documents per day.
- Maintained great customer service, and handled high volumes of phone calls and emails.
- Responsible for purchasing batches of invoices up to $2 million.
- Met ACH/wire deadlines.
- Engaged in building strong, credible relationships with clients to achieve desired outcomes of retention and satisfaction.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed strong customer relationships to encourage repeat business.
- Resolved customer complaints promptly and efficiently.
Bilingual Client Relationship Specialist
TAFS- Trans am Corp
01.2018 - 03.2019
- Primary responsibility was to deliver an exceptional client experience to TAFS clients by being the primary point of contact, providing support to assigned clients, and assisting non-assigned clients.
- Assist the client's business needs by producing sales offers on the products needed.
- Met or, at times, exceeded sales goals.
- Understood clients' needs and requirements.
- Maintained and expanded prospecting clients for the company.
- Strengthened client relationships by promptly addressing concerns, and providing tailored solutions.
Customer Service Rep.
Centrinex
01.2017 - 12.2017
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Supported sales team members to drive growth and development.
- Promoted available products and services to customers during service, account management and order calls.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
High School Diploma -
MEMORIAL HIGH SCHOOL
01.2011
Skills
- Meticulous Attention to Detail
- Proficient in Two Languages
- Thorough Risk Assessment
- Skilled in Prioritization
- Data-Driven Problem Solving
- Leadership Development
- Effective Conflict Resolution
- Problem-solving abilities
Timeline
Portfolio Manager
Engaged Financial
01.2022 - Current
Team Lead
Engaged Financial
01.2021 - 01.2022
Account Executive
Engaged Financial
03.2019 - 01.2021
Bilingual Client Relationship Specialist
TAFS- Trans am Corp
01.2018 - 03.2019
Customer Service Rep.
Centrinex
01.2017 - 12.2017
High School Diploma -
MEMORIAL HIGH SCHOOL
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