Lilly Guzman
San Tan Valley,Arizona
Summary
Highly skilled problem solver with a proven track record in negotiating and analyzing complex issues. Consistently prioritizes customer satisfaction. Excels in bilingual communication, effectively bridging language barriers to achieve targets and maintain professionalism in high-pressure environments.
Overview
16
16
years of professional experience
Work History
Recovery Specialist
Bridgecrest CO. LLC
Mesa, Az
10.2021 - 01.2025
- Handle accounts with speed and accuracy while maintaining professionalism with customers and 3rd party businesses
- Assign active, charge off, and accelerated loans for recovery, performing skip tracing, address validation and communicate updates to Repossession Vendors
- Partner with recovery vendors to update leads, facilitate requests, and track location data trends to secure the vehicle
BANKRUPTCY SPECIALIST
Bridgecrest CO. LLC
Mesa, Az
08.2018 - 10.2021
- Handle all new existing bankruptcy filings on both active and charged off subprime auto loans
- Responsible for a portfolio size consisting of 400-500 accounts
- Prepare and file documents with the court, such as proof of claims and reaffirmation agreements
- Identify high risk loans in need of objections and motion for reliefs, prepare and send out files to attorneys in a timely manner
- Communicate with attorneys, court clerks, trustee offices and internal/external customers via email, phone and fax
- Handled all the Bilingual calls in the entire dept
CHARGE OFF SPECIALIST
Bridgecrest CO. LLC
Mesa, Az
08.2015 - 08.2018
- Generate customer contact for charged off and deficiency balance loans
- Negotiate an initial settlement offer and/or payment plan on remaining balances
- Provide excellent customer service to customers
- Maintain positive working relationships and communication with all operations groups
- Performs other related duties as assigned
Collection Representative
Drive Time / GO Finance
Mesa, Az
08.2013 - 08.2015
- Collected pre-charge off high risk auto loans
- Responsibilities include using skip tracing tools to find customers, to save loans from charge off and repossession by satisfying account with either payment plan or assistance in a deferral program
- Utilized negotiation skills to achieve high recovery rates on outstanding debts
- Managed an average queue of about eighty accounts
Bankruptcy Specialist
Drive Time
Mesa, Az
03.2009 - 08.2013
- Handle all new and existing bankruptcy filings on both active and charged off subprime auto loans
- Responsible for a portfolio size consisting of 400-500 accounts
- Prepare and file documents with the court, such as proof of claims and reaffirmation agreements
- Identify high risk loans in need of objections and motion for reliefs, prepare and send out files to attorneys in a timely manner
- Communicate with attorneys, court clerks, trustee offices and internal/external customers via email, phone, and fax
- Handled all the Bilingual calls
Skills
- Communication Skills
- Problem-Solving
- Teamwork/Collaboration
- Time Management
- Adaptability/Flexibility
- Leadership/Management
- Technical Skills
- Customer Service
- Attention to Detail
- Analytical Thinking
Additional Information - References
- Pamela Gentry, Salt River Project, Customer Service Representative, 480-861-1362
- Michael Stuard, Bridgecrest, Asst Director, 480-253-8717
- Jennifer Cruise, Bridgecrest, Senior Asst Director, 480-205-5531
Timeline
Recovery Specialist
Bridgecrest CO. LLC
10.2021 - 01.2025
BANKRUPTCY SPECIALIST
Bridgecrest CO. LLC
08.2018 - 10.2021
CHARGE OFF SPECIALIST
Bridgecrest CO. LLC
08.2015 - 08.2018
Collection Representative
Drive Time / GO Finance
08.2013 - 08.2015
Bankruptcy Specialist
Drive Time
03.2009 - 08.2013