Maria Andino
Orlando
Summary
Professional bilingual customer service specialist with 16 years of experience in credit and collection service, focused on resolving customer issues effectively. Fluent in English and Spanish. Expert in managing delinquent accounts, negotiating payments, and maintaining high standards of customer satisfaction.
Overview
23
23
years of professional experience
Work History
Credit & Collections a/R Billing
Elevance Health
03.2024 - Current
- Manage database security and classify bills, ensuring patient information is accurately coded and protected.
- Streamline operational processes to reduce processing times while maintaining continuous improvement efforts.
- Analyze billing information for discrepancies, liaise with insurance companies for claim status, and facilitate payment collection, account updates, and customer notifications regarding financial responsibilities.
Telecom Operator
Orlando Jewett Orthopedics
07.2023 - Current
- Process incoming calls, ensuring adherence to service level agreements by providing accurate and courteous navigation to appropriate departments or personnel.
- Relay emergency codes with urgency and precision, ensuring proper documentation for legal and statistical analysis.
- Perform additional assigned tasks, maintaining flexibility and adaptability to support various operational needs.
Credit Card Collection
Synchrony Bank
04.2017 - 08.2019
- Managed daily inbound and outbound calls, effectively handling 1-29, 30-59, and 90-120 days delinquent accounts to facilitate payment resolutions.
- Maintained comprehensive records of customer financial status and updated collection efforts, ensuring account accuracy and compliance.
- Executed successful collection strategies to locate customers with overdue payments, securing account settlements through various communication methods.
Capital Management
Holiday Inn Club Vacations
05.2011 - 02.2016
- Managed inbound communication and processed payment transactions for accounts with past due balances.
- Conducted outbound calls for accounts at various delinquency stages, including 1-29, 30-59, and 90-120 days overdue.
- Provided support as a secondary contact for escalated calls to ensure effective resolution and customer service.
Civil Recovery Office Manager
Palmer, Reifer & Associates
05.2011 - 02.2016
- Oversaw customer service operations, ensuring effective first-contact resolution and managing an office staff of 50 to optimize shift scheduling.
- Developed and delivered comprehensive training programs to enhance the skills of support staff, while supervising agents to reinforce best practice call handling techniques.
- Directed the recovery of aged debts up to 120 days by negotiating payment arrangements, processing credit card and check payments, and managing follow-up on delinquent accounts.
Mortgage Default Specialist / Mortgage Collections
SunTrust
05.2002 - 05.2010
- Processed loss mitigation documents and ensured timely execution and tracking, improving document management efficiency.
- Managed collections for accounts delinquent up to 120 days, facilitating borrower retention and mitigating financial losses.
- Served as the primary contact for at-risk borrowers, guiding them through qualification and application for various loan retention programs.
Education
High School Diploma -
Jane Addams Vocational H.S
Bronx, NYSkills
- Fully Bi-Lingual (English and Spanish)
- Skip Tracing
- Collection Strategies
- Computer Literacy
- Debt Recovery
- Telephone Etiquette
- Microsoft Outlook
- Avaya
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Credit & Collections a/R Billing
Elevance Health
03.2024 - Current
Telecom Operator
Orlando Jewett Orthopedics
07.2023 - Current
Credit Card Collection
Synchrony Bank
04.2017 - 08.2019
Capital Management
Holiday Inn Club Vacations
05.2011 - 02.2016
Civil Recovery Office Manager
Palmer, Reifer & Associates
05.2011 - 02.2016
Mortgage Default Specialist / Mortgage Collections
SunTrust
05.2002 - 05.2010
High School Diploma -
Jane Addams Vocational H.S
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