Emmanuel Restrepo
Lutz,USA
Summary
Proven professional with a track record of leveraging financial planning and active listening to exceed recovery targets at Bank of America. Skilled in credit analysis and customer service, adept at negotiating win-win outcomes and fostering client retention. Demonstrated ability to achieve key performance indicators, enhancing company reputation through high-quality standards and ethical conduct.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Credit Assistance Specialist/Skiptracing Frontline
Bank of America
Tampa, FL
10.2023 - Current
- Reaches out to delinquent clients to secure payment and determines reason for delinquency on active or inactive loan, deposit and/or credit card accounts
- Negotiates repayment of outstanding debt that benefits both the client and lender in a positive and professional manner, leveraging tools and resources where applicable
- Determines the right solution for the client while staying within collections compliance guidelines
- Demonstrates empathy for the client’s situation using ethical behavior that is consistent with the bank’s code of conduct
- Achieves quality standards and meets key performance indicators
- Works an established list of accounts on an automated collections system, auto-dialer and/or manual calling and is responsible for the mitigation of losses
- Successfully negotiated repayment plans with delinquent clients, recovering outstanding debts while maintaining positive client relationships
- Consistently met or exceeded key performance indicators, including call resolution rates, recovery targets
- Implemented tailored solutions for clients in financial hardship, adhering to compliance guidelines while fostering trust and long-term retention
- Demonstrated high-quality standards by resolving complex delinquency cases with accuracy and professionalism
- Maintained ethical conduct and upheld the bank's code of ethics
- Played a key role in reducing delinquency rates by leveraging financial tools and resources to create win-win outcomes for clients and the bank
Administrative Assistant
Blue House Remodeling LLC
Tampa, FL
06.2021 - Current
- Executed record filing system to improve document organization and management
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Scheduled office meetings and client appointments for staff teams
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data
- Created and maintained databases to track and record customer data
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff
- Negotiated contracts with vendors and suppliers for office supplies, equipment and services
- Assisted coworkers and staff members with special tasks on daily basis
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests
Front Desk Assistant
Discovery Point Child Development Center
Lutz, Florida
06.2022 - 02.2023
- Delivered top-notch administrative support to office staff, promoting excellence in office operations
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention
- Sorted, opened, and routed mail and deliveries to meet business requirements
- Handled payment and bill processing, change giving and payment collecting for guests
- Received, screened and routed incoming calls
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout
- Maintained clean and organized front desk areas to uphold polished company image
- Took reservations over phone, in person, and via computer for guests and provided confirmation information
Coach
Fc Tampa Lutz Rangers
Lutz, Florida
09.2020 - 04.2021
- Scheduled and organized team events, dinners and field trips to cultivate relationships and build rapport
- Coordinated game and practice schedules within rigid training timeframes
- Partnered with other organizations to send domestic players to play in county soccer competitions
- Assisted in developing marketing materials to promote coaching services
- Established clear benchmarks for performance and monitored individual and team progress
- Facilitated team building activities and workshops to improve communication, collaboration and productivity
- Created and implemented innovative strategies to engage clients in coaching journey
- Enforced discipline both on and off-field to lead team with highest personal standards
- Motivated athletes to become stronger, more agile, and more effective through training habits and proper nutrition
Education
Bachelor of Arts - Finance
University of South Florida
Tampa, FL05.2026
Associate of Arts - Finance
Hillsborough Community College
Tampa, FL12.2024
Skills
- Financial math
- Active listening
- Problem solving
- Customer service
- Writing reports
- Contract negotiations
- Filing and data archiving
- Scheduling
- Marketing
- Credit Analysis
- Debt Restructuring
- Financial planning
Certification
Sales Associate Real Estate, 09/01/22
Languages
Spanish
Languages
Spanish
Native/ Bilingual
Timeline
Credit Assistance Specialist/Skiptracing Frontline
Bank of America
10.2023 - Current
Front Desk Assistant
Discovery Point Child Development Center
06.2022 - 02.2023
Administrative Assistant
Blue House Remodeling LLC
06.2021 - Current
Coach
Fc Tampa Lutz Rangers
09.2020 - 04.2021
Bachelor of Arts - Finance
University of South Florida
Associate of Arts - Finance
Hillsborough Community College
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