Linda Trevino
Amarillo,TX
Summary
Diligent customer service with proven track record in managing collections and reducing outstanding debts. Successfully implemented new strategies that improved recovery rates and streamlined collection processes. Demonstrated strong negotiation and communication skills, consistently fostering positive relationships with clients and team members.
Overview
19
19
years of professional experience
Work History
Collections Officer
ACFCU Federal Credit Union
11.2019 - 01.2025
- Managed collections processes, ensuring compliance with regulations and internal policies.
- Developed effective communication strategies to negotiate payment plans with delinquent members.
- Enhanced collection workflows by implementing process improvements that increased efficiency.
- Analyzed member accounts to identify trends and propose targeted collection strategies.
- Implemented timely escalation procedures when necessary, ensuring prompt attention is given to high-risk accounts.
- Resolved customer inquiries and complaints through effective communication and problem-solving skills.
- Assisted in training new staff on customer service protocols and best practices.
- Maintained knowledge of product offerings to provide accurate information and support to customers.
- Managed customer accounts, ensuring accuracy of information and timely updates.
- file bankruptcies
- filed suits on deficiency balances
Customer Service Representative
Xcel Energy
01.2015 - 08.2019
- Collaborated with team members to streamline processes, enhancing service delivery efficiency.
- Utilized CRM systems for tracking interactions, improving response times and customer satisfaction.
- Conducted follow-ups with customers to ensure resolution satisfaction and foster relationships.
- Led initiatives to enhance service quality, resulting in improved customer feedback scores.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Kit Crib Lead
Bell Helicopter Textron/Wesco
03.2006 - 12.2011
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Trained incoming employees
- Ordered and stocked parts from vendors
- Assembled kits for helicopter plans
Education
Associate of Applied Science - Engineering
Amarillo College
Amarillo, TXBachelor of Science - Engineering
The University of Texas
Austin, TXAssociate of Arts - Elementary Education
Amarillo College
Amarillo, TXSkills
- Strong negotiation skills
- Verbal and written communication
- Data research and analysis
- Data entry proficiency
- Telephone etiquette
- Empathy and tactfulness
- Debt recovery expertise
- Customer service
- Active listening
- Critical thinking
- Customer relations
- Relationship building
- Call center experience
Timeline
Collections Officer
ACFCU Federal Credit Union
11.2019 - 01.2025
Customer Service Representative
Xcel Energy
01.2015 - 08.2019
Kit Crib Lead
Bell Helicopter Textron/Wesco
03.2006 - 12.2011
Associate of Applied Science - Engineering
Amarillo College
Bachelor of Science - Engineering
The University of Texas
Associate of Arts - Elementary Education
Amarillo College