Mercedes Plata-Rodriguez
San Antonio,TX
Summary
Top-performing collections specialist at GM Financial with a consistent record of exceeding KPIs and excelling in high-pressure environments. Known for a consultative and empathetic approach to customer interactions, exceptional problem-solving skills, and proactive contributions to both peer mentorship and organizational improvement. Recognized by leadership for professionalism, growth mindset, and ability to lead by example. Seeking to leverage this experience and drive to succeed in an Insurance Agent role focused on customer retention and service excellence.
Overview
2
2
years of professional experience
Work History
Customer Account Representative II
GM Financial
09.2023 - Current
- Maintained top ranking in KPIs across both dialer and manual collections teams, including delinquency cleared, call efficiency, and customer engagement.
- Promoted to Manual Collections Team for top-tier performance-tasked with manually contacting high-risk accounts, performing skip tracing, and exceeding team goals.
- Won 4 out of 10 days in the Tax Season Throwdown challenge by clearing the most delinquent accounts-demonstrating competitive performance and consistency.
- Awarded 'Most Late Fees Collected' in the center for December 2023.
- Recognized with a 'Certificate of Excellence in Account Handling' by Vice President Amber for service excellence and recovery results.
- Selected for the Voice of the Employee Focus Group, collecting peer feedback to recommend operational improvements and drive employee engagement.
- Active mentee in the GMF mentorship program, working closely with experienced team members and leadership to develop advanced skills in communication and professional growth.
- Resolved complex and escalated account issues with professionalism and empathy, aligning with customer needs and corporate objectives.
Education
Bachelor of Business Administration - Information Systems
University of Texas At San Antonio
San Antonio, TX12-2022
Skills
- High-Risk Account Management & Skip Tracing
- Complaint Resolution & Conflict De-Escalation
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Time Management & Independent Task Execution
- Competitive Performance Under Pressure
- Customer Retention & Relationship Building
Timeline
Customer Account Representative II
GM Financial
09.2023 - Current
Bachelor of Business Administration - Information Systems
University of Texas At San Antonio
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