Miriam Fernanda Espinoza Morales
Managua
Summary
Dedicated Industrial Engineer with over 13 years of experience in collections supervision at MOFE S.A. Proven expertise in overseeing multi-line operations, training and mentoring teams, and enhancing performance metrics. Skilled in cross-departmental communication and process optimization, with a strong commitment to achieving organizational goals.
Overview
13
13
years of professional experience
Work History
Collections Supervisor
Connect International
01.2013 - Current
- Provide floor support and oversee operations across four distinct lines of business, ensuring seamless workflow and adherence to company policies
- Conduct training sessions for new hires on collection software, facilitating smooth onboarding and proficiency
- Handling supervisor calls and serve as a secondary point of contact for escalated issues, maintaining high customer satisfaction
- Perform live monitoring, training, and coaching sessions for agents, fostering continuous improvement and skill development
- Monitor dialer activity to optimize contact rates and collection efficiency
- Experience uploading dialer campaigns upon clients request, ensuring timely and accurate campaign execution
- Generate reports and analyze production numbers and key performance indicators for both Nicaragua and Panama operations
- Organize monthly incentive raffles to motivate team performance and engagement
- Compile incentive reports for various campaigns, including those in Nicaragua and Panama, ensuring transparency and accuracy
- Prepare daily roll call reports for offices in Wakefield, Tijuana, Missouri, Denver, and Panama, ensuring accurate attendance tracking
- Maintain and update attendance records, including vacations, personal permissions, and medical appointments, using the attendance planner
- Review and process documents submitted to Human Resources, such as vacation requests, medical leaves, medical appointments, and disciplinary write-ups
- Communicate effectively with departments across Nicaragua and Panama, including Compliance, Client Collections Operations Managers, IT, and Human Resources
- Manage external communications via email with consumers, including letters and various requests, ensuring professionalism and clarity
Professional Debt Collector
Connect International
01.2012 - 01.2015
- Engaged with consumers to negotiate payment arrangements and resolve outstanding debts, consistently meeting collection targets
- Documented collection activities accurately, maintaining compliance with company policies and legal regulations
- Collaborated with team members to develop effective collection strategies and share best practices
Education
Industrial Engineer - Industrial Engineering
Universidad Nacional De Ingenieria
Managua, Nicaragua01.2013
Skills
- Collections Management
- Team Training and Development
- Performance Monitoring and Reporting
- Cross-Departmental Collaboration
- Process Optimization
- Effective Communication
- Proficient in [List Relevant Software, eg, Microsoft Office Suite, Collection Management Systems]
- Detail oriented
- Credit reporting knowlege
- Team supervision
- Payment negotiation
- Empathy and tact
- Customer escalation point
- Client resolution
Languages
Spanish: Native Proficiency
English: Advanced
Timeline
Collections Supervisor
Connect International
01.2013 - Current
Professional Debt Collector
Connect International
01.2012 - 01.2015
Industrial Engineer - Industrial Engineering
Universidad Nacional De Ingenieria
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