Mya Martinez
Summary
Experienced customer service professional with a strong background in collections, account resolution, and customer relationship management. Skilled in managing inbound and outbound calls, negotiating repayment schedules, and resolving billing issues while adhering to state and local collections laws. Proficient in utilizing CRM systems to track interactions, maintain accurate records, and ensure seamless follow-ups. Recognized for exceptional communication, empathy, and problem-solving skills, delivering excellent customer service and consistently exceeding performance targets. Adept at building trust, fostering loyalty, and achieving positive outcomes in fast-paced, results-driven environments.
Overview
4
4
years of professional experience
Work History
Retention Specialist
Beyond Finance
04.2024 - Current
- Identify customer needs and concerns, implementing strategic retention solutions to reduce cancellations
- Maintain a professional and empathetic approach while utilizing de-escalation and persuasion techniques to retain clients
- Provide expert guidance on debt settlement, financial planning, and account management to enhance customer experience
- Foster long-term client relationships by offering tailored solutions and building trust to improve retention rates
- Negotiated payment/settlement arrangement resulting in 50% saving on unresolved debt
- Investigated and resolved consumer/file discrepancies, ensuring accurate and up-to-date information
Collection Team Lead
Exeter Finance
11.2021 - 03.2024
- Supervised a team of collections agents, providing guidance, training, support to ensure departmental goals were met
- Conducted outbound and inbound calls to recover delinquent accounts (5 to 80 days past due), reducing financial losses
- Assisted customers with payment processing, due date modifications, and account inquiries, ensuring seamless service
- Negotiated payment arrangements with customers, leveraging persuasion techniques to maintain account health
- Reviewed and approved account adjustments, refunds, and settlement while maintaining accurate documentation in CRM systems
- Ensured all collections activities complied with state and federal regulations, maintaining the organization's reputation
- Collaborated with internal departments to resolve customer disputes and escalation effectively
Customer Service Representative
Solis Mammography
03.2021 - 11.2021
- Managed 600+ daily inbound and outbound calls per day in a high-volume call center environment, ensuring timely and accurate responses to client inquiries which lead to a 20% increase in inbound sales
- Achieved a 95%+ first-call resolution rate, constantly addressing client issues on the first call by leveraging active listening and problem-solving skills
- Accurately billed patients using affinity system resulting in reduced billing errors
- Reviewed and organized documents for upcoming intakes, improving efficiency by 20%
- Verified patient identification and documentation, ensuring accuracy and compliance
- Proactively contacted patients regarding overdue mammograms and bone density scans to improve appointment adherence
- Assisted customers with billing inquiries and insurance-related concerns, ensuring a seamless experience
Education
Skills
- Customer Retention & Satisfaction
- Conflict Resolution & De-escalation
- Sales & Persuasion Techniques
- Problem-Solving & Critical Thinking
- Call Center Operations
- Payment & Loan Processing
- Organization & Time Management
- Data Entry & Documentation
Education And Certification
- Food Handlers Certification
- TABC Certification
- Effective Communication Course
Timeline
Retention Specialist
Beyond Finance
04.2024 - Current
Collection Team Lead
Exeter Finance
11.2021 - 03.2024
Customer Service Representative
Solis Mammography
03.2021 - 11.2021