Nancy Sanchez
Bakersfield,CA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
14
14
years of professional experience
Work History
Collection Specialist
Superior Court of California, County of Kern
09.2018 - Current
- Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved timely resolution of delinquent accounts by maintaining open communication lines with clients and diligently following up on payment promises.
- Developed strong relationships with external agencies to facilitate efficient coordination during escalated collection efforts or legal proceedings involving delinquent accounts.
- Monitored accounts receivable aging reports, proactively initiating collection efforts on past-due accounts to minimize losses.
- Reduced delinquency rates by implementing effective collection strategies tailored to individual clients.
- Used skip tracing and other techniques to locate debtors.
- Trained new team members on scripts, company services, and collection strategies.
- Assisted in developing training materials for new hires, ensuring a smooth onboarding process for future team members.
- Collected on delinquent accounts to reduce overdue balances.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Customer Service Representative
Robert Half Staffing Agency
05.2017 - 09.2018
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Maintained office supplies, distributed mail and processed invoices for payment.
- Ensured accuracy of personnel records by meticulously maintaining confidential files and databases.
- Reviewed and screened applicant resumes to identify qualified candidates.
- Maintained compliance with labor laws by conducting thorough audits of HR practices and policies.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Answered and redirected incoming phone calls for office.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Organized new employee orientation schedules for new hires.
Teller Supervisor
State Bank of India-California
01.2011 - 12.2015
- Managed teller schedules, ensuring adequate staffing levels during peak business hours.
- Oversaw staff training initiatives, ensuring all tellers were knowledgeable about products, services, and operational procedures.
- Counted cash drawers and made bank deposits.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Conducted regular performance evaluations for teller staff, identifying areas for improvement.
- Assisted in recruiting new tellers, conducting interviews and making hiring recommendations based on candidate qualifications.
- Examined tellers' reports of daily transactions for accuracy.
- Monitored cash levels and managed orders for currency and coins to ensure branch could meet daily customer demands.
- Trained new hires on customer service policies and procedures.
- Referred customers to other banking departments for specialized services.
- Cross-sold credit cards, loans and other bank products.
- Processed applications for new accounts.
Education
High School Diploma -
Van Nuys High School
Van Nuys, CA06.2000
Skills
- Data entry proficiency
- Goal-Oriented
- Patience and Persistence
- Telephone Etiquette
- Customer Service
- Problem-Solving
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Adaptable and Flexible
- Reliability
- Excellent Communication
- Critical Thinking
- Organizational Skills
- Active Listening
- Relationship Building
- Task Prioritization
- Self Motivation
- Time management abilities
Timeline
Collection Specialist
Superior Court of California, County of Kern
09.2018 - Current
Customer Service Representative
Robert Half Staffing Agency
05.2017 - 09.2018
Teller Supervisor
State Bank of India-California
01.2011 - 12.2015
High School Diploma -
Van Nuys High School
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