Marco R Riojas
Fort Worth
Summary
Successful Customer Service Manager accomplished in keeping teams on-target through effective training, motivation and quality assurance procedures. Supports transparency with regular monitoring and routine audits. Innovative leader with history of increasing performance and customer satisfaction. Proactive customer service leader with proven knowledge of customer needs and support strategies. Develops and leads high-performance teams focused on customer retention and loyalty. Improves performance continuously by adjusting strategies and coaching individual team members. Reliable candidate ready to take on challenges using problem-solving and task prioritization skills to help team succeed. Willing to take on any task to support team and help business succeed. Offers strong skills. Stays on top of demands in fast-paced environments by effectively using slow periods. Maintains organized, clean and safe work areas with diligent attention to important details. Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Experienced professional bringing several years of experience in debt collections and accounts receivable. Expert in repayment negotiations and repayment plan structuring. Successful in managing bad debt by reducing aged accounts.
Recent graduate with extensive training in accounting, excited to secure rewarding role in collections as professional. Well versed in accounts receivable and accounts payable principles with expert data entry skills. Experienced in general ledger accounting, account reconciliation, financial analysis, and financial reporting.
High-performing professional offering extensive background in accounts receivable to growing organization. Successful in efficiently resolving collections issues, discrepancies, and short payments. Team-oriented to mentor junior collections associates when consistently meeting collections goals.
Overview
13
13
years of professional experience
Work History
Collector Agent
Mercedes Benz Financial Services
Fort Worth
2024.03 - 2026.02
- Verified customer accounts to ensure accuracy of information and payment status.
- Utilized various computer applications for tracking customer accounts receivable data.
- Managed customer accounts to ensure timely payment and resolution of outstanding debts.
- Utilized collection software to track payments and maintain accurate account records.
- Communicated with clients effectively to negotiate payment plans and settlements.
- Analyzed account data to identify high-risk accounts needing immediate attention.
- Managed customer accounts and assessed payment histories.
- Educated clients on payment options and financial responsibilities.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Reviewed accounts to determine payment plan compliance.
- Negotiated credit extensions to assist customers in paying overdue accounts.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
- Managed inbound and outbound calls to collect outstanding debts.
- Met demands of busy collections group by performing high volume of daily calls.
- Developed and maintained strong relationships with clients to facilitate payment collections.
- Answered customer questions regarding account discrepancies or problems.
- Received payments and posted amounts to customer accounts.
Customer Service Manager
Santander Consumer USA
North Richland Hill
2019.09 - Current
- Maintained customer satisfaction by handling complex escalated customer concerns.
- Achieved company customer service objectives through proper alignment of department policies with stated targets.
- Enhanced customer experiences with improved team workflows and more effective solutions for common problems.
- Improved productivity after reviewing and modifying operations and workflows.
- Maximized employee performance with hands-on training and close mentoring.
- Met customer demands by tracking market changes and revising strategies accordingly.
- Oversaw employee recruitment, training and onboarding processes.
- Addressed business risks through assessments and mitigation strategies.
- Developed strategies and plans for new product development.
- Investigated customer complaints, identifying and changing processes to remove faults.
- Championed new policies and regulations to minimize production errors and incidents.
- Minimized information leaks with access control to sensitive systems.
- Controlled labor costs by using demand-based workflows.
- Simplified decision-making with detailed reports for executive team.
- Simplified project management processes using task management tools.
- Eliminated resource waste through monitoring and improved controls.
- Determined departmental financial needs and developed budgets for expenditures.
- Monitored employee performance using real-time data and reports.
- Partnered with cross-functional departments to meet customer service needs.
- Identified and implemented improvements to streamline customer service procedures.
- Oversaw store operations and maintained standards during director's absence.
- Maintained customer satisfaction with professional management of complex escalated customer concerns.
- Set staff schedules and delegated assignments in anticipation of expected demands.
- Built and maintained relationships to promote rapport with customers.
- Managed team's work schedules to complete customer coverage.
- Audited phone, email, chat and other customer interactions to enforce service standards.
- Researched and identified customer support tools and tactics to improve efficiency and streamline systems.
Customer Service Representative
Amynta Group
Fort Worth
2019.01 - 2019.07
- Answered customer questions about policies and procedures with friendly and knowledgeable approach.
- Investigated and resolved customer concerns related to order inquiries and delivery tracking.
- Maximized satisfaction by anticipating needs and consistently offering expert support.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Anticipated needs and resolved problems to keep customers happy.
- Collaborated with colleagues and co-workers to deliver quality customer experience.
- Managed customer calls efficiently in fast-paced call center environment.
- Attended regularly scheduled video conferences for team meetings and one-on-one coaching.
- Built trusting relationship with customers to better understand needs.
- Enhanced customer satisfaction with fast, knowledgeable service.
- Informed customers of promotions and special offers to increase sales.
- Met personal, team and company goals in customer service environment.
- Delivered fast and friendly service to handle questions and service complaints.
- Addressed and resolved customer concerns and complaints.
- Processed customer exchanges, refunds and bill adjustments to correct product or service problems.
Billing Specialist
Via One Services
Fort Worth
2017.10 - 2018.11
- Created departmental procedures and best practices to support billing consistency.
- Managed company-wide monthly billing and delegated tasks to support completion.
- Resolved billing problems using successful communication with involved parties.
- Improved billing systems, researching and incorporating alternative strategies for handling high-volume work.
- Researched discrepancies and applied analytical approach to tracing and resolving billing challenges.
- Updated company databases with customer information, including payments and credits.
- Answered mail or telephone inquiries regarding rates, routing and procedures.
- Reported cost data and trends for production and labor hours.
- Verified accuracy of billing data and revised errors.
- Maintained company records and documented operational data.
- Communicated with customers to adjust accounts and answer inquiries.
- Reconciled financial accounts, comparing bank statements and canceled checks and resolving discrepancies.
- Met weekly billing and collections quotas by diligently pursuing payments.
- Supported long-term department goals, giving feedback about billing procedures and collections processes.
- Posted payments, reconciled invoices and created billing statements.
- Educated finance personnel on latest billing practices and standards.
Customer Service Specialist
Payless Electricity
Fort Worth
2013.02 - 2017.10
- Answered customer questions about policies and procedures with friendly and knowledgeable approach.
- Investigated and resolved customer concerns related to order inquiries and delivery tracking.
- Maximized satisfaction by anticipating needs and consistently offering expert support.
- Delivered fast and friendly service to handle questions and service complaints.
- Answered inbound calls to handle various concerns, set appointments and close sales.
- Met personal, team and company goals in customer service environment.
- Handled customer inquiries, payments and service requests.
- Addressed and resolved customer concerns and complaints.
- Referred unresolved customer grievances to designated departments for further investigation.
- Updated records with details of customer interactions and transactions.
- Collaborated with internal departments to find resolutions and conduct further research on customer account.
- Acknowledged and directed customer requests for additional products or services to appropriate licensed representatives.
- Completed contract forms, prepared change of address records, or issued service discontinuance orders with computer and job-related software.
- Contacted customers to respond to inquiries or notify of claim investigation results or adjustments.
- Solicited sales of new or additional services or products.
Education
High School -
R.L Paschal High School
Fort Worth, TexasSkills
- Report Preparation
- Regulatory Compliance
- Project Management
- Information Security
- Talent Development
- New Hire Training
- Customer Service
- Account Updates
- Training and Mentoring
- Audit Support
- Complaint Resolution
- Account Management
- Call Center Operations
- Schedule Coordination
- Call Monitoring
- Staffing Coordination
- MS Office
- Performance Evaluations
- Credit adjustments
- Payment arrangement
- Balance collection
- Payment posting
- Financial management
- Strong negotiation skills
- Payment plan management
- Collection agency relations
- Payment acceptance
Languages
- English
- Spanish, Native
- English, Native
Reference
- Jennifer de Leon (214) 600-2795 Jennifer.de_leon@mercedes-benz.com
- Lucia Talavera( 682)561-0659 Ltalavera@quailridge-apts.com
Timeline
Collector Agent
Mercedes Benz Financial Services
2024.03 - 2026.02
Customer Service Manager
Santander Consumer USA
2019.09 - Current
Customer Service Representative
Amynta Group
2019.01 - 2019.07
Billing Specialist
Via One Services
2017.10 - 2018.11
Customer Service Specialist
Payless Electricity
2013.02 - 2017.10
High School -
R.L Paschal High School