Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Maricela Delgado

Melrose Park,IL

Summary

Dynamic and results-driven professional with a proven track record at Easy Acceptance, excelling in customer service and problem-solving. Demonstrated ability to enhance collection rates through strategic negotiation and relationship-building. Known for adaptability and teamwork, consistently achieving targets while maintaining a positive attitude in high-pressure environments.

Overview

16
16
years of professional experience

Work History

Unemployed

Unemployed
03.2025 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.

Collector

Easy Acceptance
09.2019 - 03.2025
  • Managed accounts receivable processes to ensure timely collections and reduce outstanding balances.
  • Utilized customer relationship management software to track account statuses and communication history.
  • Developed effective payment plans tailored to individual client circumstances, improving collection rates.
  • Conducted regular follow-up calls and emails to maintain engagement with clients regarding overdue accounts.
  • Collaborated with team members to identify trends in delinquent payments and propose solutions for improvement.
  • Analyzed collection data to refine strategies, enhancing efficiency of recovery efforts across various accounts.
  • Established positive relationships with clients through clear communication, fostering trust and encouraging prompt payments.
  • Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
  • Contacted customers to discuss payment schedules and set up or immediately process payments.
  • Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
  • Streamlined debt collection processes for increased efficiency in the workplace.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
  • Developed strong relationships with clients, fostering trust and facilitating successful account resolutions.
  • Maintained accurate records of all collection activities, ensuring compliance with industry standards and regulations.
  • Persistently reached out to customers with extremely past due accounts to recover lost revenue.
  • Negotiated with account holders to devise repayment plans and minimize collections receivables.
  • Evaluated, researched and resolved discrepancies.
  • Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.
  • Consistently met or exceeded individual performance metrics while contributing to team goals as a reliable team player.
  • Enhanced company reputation by professionally handling sensitive financial matters.
  • Negotiated settlements in a timely manner, reducing the number of long-term delinquent accounts.
  • Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Utilized various software programs to efficiently manage account information and track progress towards collection goals.
  • Assisted customers in understanding their financial obligations, providing education on credit management and offering solutions to prevent future delinquencies.
  • Proactively identified opportunities for improvements in the collections process, sharing insights and suggestions with management to support continuous growth and development.
  • Balanced persistence with empathy when pursuing overdue payments from individuals experiencing financial hardship.
  • Increased recovery rates with consistent follow-up on overdue accounts.
  • Performed detailed account audits to identify discrepancies or inconsistencies that may have been hindering the collections process.
  • Negotiated to collect balance in full.
  • Assisted in implementing procedures and policies to facilitate timely payments.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Processed payments and applied to customer balances.
  • Used skip tracing and other techniques to locate debtors.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Counseled debtors on payment options and arranged installment agreements.
  • Responded to customer inquiries and provided detailed account information.
  • Maintained accurate records of customer accounts, payments and payment plans.
  • Monitored customer accounts for payment delinquency and initiated collection efforts.
  • Contacted customers to discuss past-due accounts and negotiated payment plans.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Established relationships with customers to encourage payment of delinquent accounts.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Entered client details and notes into system for interdepartmental access and review.
  • Processed debtor payments and updated accounts to reflect new balance.
  • Researched billing errors and discrepancies to initiate corrective action.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
  • Analyzed customer financial records to determine appropriate payment plan.
  • Generated and distributed monthly customer statements.
  • Developed and documented collection procedures and policies to comply with government regulations.
  • Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
  • Initiated repossession process or service disconnection upon failure of other collection methods.
  • Prepared and submitted legal documents to initiate court proceedings.
  • Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
  • Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
  • Investigated customer credit references and approved credit lines.

Lead PBX Operator

Total Finance
09.2009 - 03.2019
  • Managed PBX system operations, ensuring efficient call routing and high-quality communication.
  • Trained and mentored new team members on PBX protocols and troubleshooting techniques.
  • Oversaw daily workflows, optimizing processes to enhance call handling efficiency.
  • Implemented best practices for PBX maintenance, reducing downtime and service disruptions.
  • Analyzed call data trends to identify opportunities for process improvement and service enhancement.
  • Coordinated with management to establish operational procedures aligned with company objectives.
  • Led team training sessions to ensure consistent performance and adherence to company standards.
  • Implemented new procedures to improve efficiency while maintaining high-quality service levels.
  • Regularly reviewed policies and procedures to ensure compliance with regulations governing telecommunications services provision within an organization setting.
  • Assisted in the hiring process by interviewing potential candidates and evaluating their skills against job requirements.
  • Served as a knowledgeable resource for colleagues seeking guidance on PBX-related questions or concerns.
  • Worked closely with management to identify areas for improvement and implement solutions, contributing to the overall success of the organization.
  • Mentored new hires during their orientation period to support their integration into the team successfully.
  • Conducted performance evaluations for team members, offering constructive feedback and developing individual improvement plans when necessary.
  • Enhanced customer service by efficiently managing incoming calls and routing them to appropriate departments.
  • Reduced call wait times with effective prioritization and distribution of tasks among team members.
  • Managed high call volumes during peak periods without compromising quality or efficiency standards set forth by the company.
  • Performed regular system maintenance checks, ensuring continued functionality of all PBX equipment.
  • Coordinated staff schedules, ensuring adequate coverage during all hours of operation and facilitating smooth shift transitions between team members.
  • Increased caller satisfaction by providing prompt, accurate, and courteous assistance in handling inquiries.
  • Provided detailed call reports to management for informed decision-making regarding staffing needs and operational improvements.
  • Developed positive relationships with clients, fostering loyalty and repeat business through exceptional customer care.
  • Streamlined communication processes for improved departmental collaboration and faster issue resolution.
  • Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
  • Resolved customer issues and complaints promptly and politely, upholding satisfaction.
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.
  • Assisted colleagues with achieving task requirements, aiding team productivity and performance.
  • Connected callers with appropriate professional, department, or business.
  • Processed customer payments for timely, accurate order fulfillment.
  • Monitored call volume, call length and other related metrics and consistently met objectives.
  • Entered customer information, inquiries and resolutions in company systems for performance tracking and service review purposes.
  • Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.
  • Kept records of calls placed and charges incurred.

Education

High School Diploma -

Senn High School
Chicago, IL

Skills

  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Flexible and adaptable
  • Dependable and responsible
  • Multitasking
  • Multitasking Abilities
  • Excellent communication
  • Critical thinking
  • Computer skills
  • Organizational skills
  • Calm under pressure
  • Active listening
  • Organization and time management
  • Decision-making
  • Problem resolution
  • Verbal communication

Languages

English/spanish
Native or Bilingual

Timeline

Unemployed

Unemployed
03.2025 - Current

Collector

Easy Acceptance
09.2019 - 03.2025

Lead PBX Operator

Total Finance
09.2009 - 03.2019

High School Diploma -

Senn High School

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Maricela Delgado