Luis Polanco
Fayetteville,NC
Summary
Skilled professional with experience in collections, customer service, banking and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Debt Collector/Sales Associate
Foundever - USAA
09.2023 - 08.2024
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained high volume of calls and met demands of busy and productive group.
- Collaborated with other departments to verify customer compliance with payment plans.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Collected on delinquent accounts to reduce overdue balances.
- Researched billing errors and discrepancies to initiate corrective action.
- Established relationships with customers to encourage payment of delinquent accounts.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
Front Desk Receptionist
Lazy Guesthouse
01.2022 - 01.2023
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Completed data entry and filing to keep records updated for easy retrieval.
- Completed all tasks in compliance with company policies and procedures.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Tracked important information in spreadsheets and ran reports or generated graphs using data.
- Resolved customer problems and complaints.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Organized, maintained and updated information in computer databases.
Warehouse Worker
Tiendas La Gloria
03.2022 - 11.2022
- Loaded, unloaded, and moved material to and from storage and production areas.
- Consistently lifted materials weighing as much as [Number] pounds.
- Verified quantity and description of materials received by checking merchandise against packing list.
- Assembled pallets and crates for secure transportation of materials.
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
- Assisted in receiving, stocking and distribution of merchandise.
- Successfully navigated large shipments of materials through tight spaces and busy facilities.
- Shipped material and performed boxing, packing, labeling, and preparation of related documents.
- Loaded and unloaded materials onto and off of trucks for fast shipment.
Sales and Service Banker
Banco Popular
12.2019 - 02.2022
- Opened, closed, and updated accounts for customers.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Balanced teller drawers and ATM cash.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Met with members to understand goals and recommend solutions to fit specific needs.
- Conducted research to answer questions and handle issues using multiple systems and resources.
- Worked with clients and finance companies to find optimal solutions for financing.
- Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
Teller
Banco Popular
03.2017 - 11.2019
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Educated customers on use of banking website and mobile apps.
- Processed customer transactions promptly, minimizing wait times.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Monitored and verified suspicious activity on customer accounts.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Maintained friendly and professional customer interactions.
- Calculated fees due, interest and change for customer transactions.
Legislative Intern
Capitolio De Puerto Rico
01.2015 - 07.2015
- Identified, researched and tracked legislative issues relevant to current public issues.
- Attended legislative and regulatory hearings to report information.
- Conducted legislative research on wide range of topics.
- Reviewed legislative and regulatory documents, analyzed implications and shared findings.
- Assisted other office administrators by answering phones, returning email messages and creating distribution lists.
- Prioritized tasks to complete on time or ahead of schedule.
- Greeted visitors entering office and asked questions to ascertain how to provide assistance.
- Created comprehensive political, legislative and regulatory goals, strategies and plans.
- Provided administrative support and research for civil litigation and civil proceedings.
- Answered telephone and coordinated meetings and conferences.
Education
Bachelor of Arts - Finance
University of Puerto Rico - Mayaguez
Mayaguez, PR06.2015
Skills
- Business Correspondence Writing
- Account Management
- Legal knowledge
- Call center experience
- Client Relations
- Negotiation
- Persuasion techniques
- Stress Tolerance
- Customer research
- Effective Communication
- Microsoft Office
- Excellent Communication
- Problem-solving aptitude
- Decision-Making
- Interpersonal Skills
- Time Management
- Debt Repayment Negotiation
- Reliability
- Multitasking Abilities
- Problem-Solving
- Credit and collections
Languages
Spanish
Native or Bilingual
Timeline
Debt Collector/Sales Associate
Foundever - USAA
09.2023 - 08.2024
Warehouse Worker
Tiendas La Gloria
03.2022 - 11.2022
Front Desk Receptionist
Lazy Guesthouse
01.2022 - 01.2023
Sales and Service Banker
Banco Popular
12.2019 - 02.2022
Teller
Banco Popular
03.2017 - 11.2019
Legislative Intern
Capitolio De Puerto Rico
01.2015 - 07.2015
Bachelor of Arts - Finance
University of Puerto Rico - Mayaguez
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