Maria Andino
Collections Specialist
Altamonte Springs,FL
Summary
Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.
Overview
21
21
years of professional experience
1
1
Language
Work History
OrthopedicsTelecom Operator
Orlando Jewett
07.2023 - Current
- Process all calls within the current service level commitment
- Answer and navigate calls with accuracy and courtesy using best customer service tactics and practices
- Monitor and relay with efficiency and urgency, designated codes via the code phone and code panels by getting correct information, promptly overhead paging also documenting for legal and statistical purposes
- Performs other duties as assigned
Credit
Synchrony Bank
08.2019 - 11.2022
- Handle a high influx of inbound and outbound calls pertaining to reconciliation and delinquent accounts
- Assist with Inbound and Outbound dialer calls on 1-29 ,30-59, 90-120 days delinquent accounts
- Made 250 calls per day outbound and inbound collections
- Provide accurate information, update accounts when necessary and facilitate resolution to customers
- Encourage clients to pay amounts due on credit accounts, damage claims and non-payable checks
- Maintain financial status of customers and status of collection efforts.
Receptionist
Holiday Inn Club Vacations
04.2017 - 08.2019
- Handle Inbound call, process payments for past delinquent members accounts
- Handle Outbound dialer calls on 1-29 ,30-59, 90-120 days delinquent accounts
- Assisted with Second Voice when calls are escalated
- Made 250 calls per day outbound collections., Handle walk-in customers.
Collections/ Customer Service
Freedom Financial Capital, LLC
06.2016 - 04.2017
- Provide Customer Service and Collections
- Payment processing provide payment assistance through multiple payment methods
- Collect on 1- 30 day delinquency accounts
Mortgage Default Specialist/ Mortgage Collections
Suntrust
05.2011 - 02.2016
- Processed all necessary documents for loss mitigation
- Collect on 30, 60, 120 day delinquent accounts
- Managed inbound and outbound call work on a dialer
- Assisted clients in locating and applying for programs they may qualify in to keep their homes
- Provided single point of contact to borrowers whose loans were delinquent or at high risk for delinquency to avoid the completion of foreclosure for FHA, Fannie Mae, Freddie Mac and VA loans
- Ensured all documents validated, received, executed and processed timely through internal tracking mechanisms.
Civil Recovery Office Manager
Palmer, Reifler & Associates
05.2002 - 05.2010
Customer service Manager
- Responsible for all first contact interactions
- Analyzed reports and scheduled shifts of office of 50 personnel
- Developed and managed support staff through training programs and continued education learning
- Supervised agents; provided instructions on best practices for handling calls
- Handled Skip Tracing and QAS inquiries
- Called clients to recover debts as old as 30, 60, 90, 120 days
- Negotiated payment arrangements or settlement options using soft skills in customer service learning
- Took credit card and check payments over the phone
- Data entry and other general office work
- Followed up on accounts if not paid in a timely manner
- Composed and monitored the delivery of delinquent letters and managed the receipt of all mailing items
Education
Jane Addams Vocational H.S
Bronx, NYSkills
- Customer Service
- Conflict Resolution Techniques
- Performance Tracking and Evaluations
- New Hire Training
- Microsoft Excel
- Negotiation Expert
- High Customer Service Standards Adherence
- Billing and Filing
- Collection Calls
- Upselling Techniques
- Call Center Strategy
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
OrthopedicsTelecom Operator
Orlando Jewett
07.2023 - Current
Credit
Synchrony Bank
08.2019 - 11.2022
Receptionist
Holiday Inn Club Vacations
04.2017 - 08.2019
Collections/ Customer Service
Freedom Financial Capital, LLC
06.2016 - 04.2017
Mortgage Default Specialist/ Mortgage Collections
Suntrust
05.2011 - 02.2016
Civil Recovery Office Manager
Palmer, Reifler & Associates
05.2002 - 05.2010
Customer service Manager
Jane Addams Vocational H.S
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