MARIA MACIAS
Las Vegas,NV
Summary
Dedicated Customer Engagement and Collections Specialist with over 7 years of experience managing both first-party and third-party debt portfolios. Proven ability to negotiate payment plans and settlements while maintaining compliance with FDCPA and state regulations. Skilled in high-volume phone communications, credit reporting education, and resolving delinquent accounts with empathy and professionalism. Bilingual in English and Spanish, with a strong focus on customer retention and achieving recovery targets. Adept at using CRM systems to maintain accurate records and collaborate effectively with teams.
Overview
8
8
years of professional experience
Work History
Customer Engagement Specialist
Indeed
03.2024 - 06.2025
- Led high-volume inbound and outbound outreach to customers with delinquent accounts, specializing in collections strategy and account rehabilitation
- Negotiated settlements and structured personalized repayment plans to align with individual financial situations, helping clients regain account standing
- Managed and serviced installment and auto loan accounts with accuracy and strict adherence to legal and compliance guidelines
- Consistently reduced outstanding balances and increased recovery rates, contributing directly to company revenue goals
- Maintained meticulous records of customer agreements, escalations, and payment activity within proprietary CRM systems
- Achieved top performance in KPIs such as recovery rate, call quality, and compliance accuracy, while maintaining empathy and professionalism in difficult conversations
Retention Agent
Cash Factory USA
10.2021 - 07.2022
- Proactively engaged at-risk customers through phone, chat, and email to resolve concerns and encourage account retention
- Consulted customers on available repayment options, budget-based scheduling, and support tools to maintain loan activity and prevent default
- Focused on building strong rapport, trust, and customer satisfaction to increase loyalty and reduce churn
- Provided clear and compassionate guidance regarding loan terms, billing, and financial obligations to foster transparency and minimize complaints
- Documented all client communications and payment arrangements with speed and accuracy in the company system
- Surpassed team goals for customer saves and renewals while contributing to a positive, collaborative call center environment
Warehouse Associate
Amazon
08.2020 - 05.2021
- Issued and distributed materials, products, parts, and supplies to coworkers and customers based on requisition orders
- Received, counted, and verified stock items, accurately recording data manually and using computer systems
- Processed, packed, and shipped customer orders efficiently in a fast-paced warehouse setting
- Maintained inventory accuracy through regular stock checks and timely reporting of discrepancies
- Collaborated with team members to meet daily productivity goals while adhering to safety standards
- Adapted to changing priorities and supported various warehouse functions as needed
Account Representative
PRA Group
12.2017 - 03.2020
- Received payments and accurately posted amounts to customer accounts using internal systems
- Conferred with customers by telephone and email to identify reasons for overdue payments and to review sales, service, or credit contract terms
- Documented detailed information regarding customers’ financial status and progress of collection efforts to support account management and reporting
- Negotiated payment arrangements and settlement options aligned with company policies and regulatory guidelines
- Maintained compliance with Fair Debt Collection Practices Act (FDCPA) standards in all customer interactions
- Collaborated with internal teams to escalate complex cases and support effective collections strategies
Education
High School Diploma -
Valley High School
Skills
Third-party & first-party debt collections
Customer engagement & retention
Payment plan negotiation & settlements
Credit reporting & financial counseling
Compliance with FDCPA & state regulations
High-volume call handling & CRM management
Account reconciliation & payment posting
Conflict resolution & dispute management
Team collaboration & escalation management
Time management & organizational skills
Bilingual: Fluent in English and Spanish
CONTACT
- Las Vegas, NV 89108
- 702.502.3604
- Maria.MaciasMV@outlook.com
Timeline
Customer Engagement Specialist
Indeed
03.2024 - 06.2025
Retention Agent
Cash Factory USA
10.2021 - 07.2022
Warehouse Associate
Amazon
08.2020 - 05.2021
Account Representative
PRA Group
12.2017 - 03.2020
High School Diploma -
Valley High School
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