Nathalie Cruz
Yulee,Fl
Summary
Diplomatic yet assertive Collections Representative with excellent customer service and customer relations skills. Knowledge of multi-line phone systems, Microsoft Office and data entry. Honest, collaborative and an individual of integrity. Manages projects at each stage with diligent and attentive approach. Skilled in training junior personnel in principles and practices. Exceptional communicator and relationship-builder with natural leadership talents.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Teaching Instructor
IRS
Jacksonville, FL
02.2018 - Current
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
- Traveled to Puerto Rico for 6 month to teach new trainees.
- Responded to around 100 trainees questions, issues, and complaints and found appropriate solutions when needed.
Collections Representative
IRS
Jacksonville, FL
12.2014 - 01.2018
- Resolved challenging situations with friendly but firm strategies.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Recorded all information regarding financial status of taxpayers.
- Delivered exceptional 6 years of customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Trained new team members on scripts, company services and collection strategies.
- Discussed options with delinquent taxpayers in terms of proposed solutions.
- Set up payment plans after conducting thorough research and analysis of account.
Education
Associate of Arts - Business Administration
American Public University System
Charles Town, WV05.2014
Skills
- Course Planning
- Different Learning Styles
- Positive Learning Environment
- Instructional Strategies
- Group Activities
- Constructive Feedback
- Federal Guidelines
- Exceptional Customer Service
- Team Meetings
- Creative Thinking
- MS Office
- Self-Motivated
- Decision-Making
- Flexible and Adaptable
- Data Entry
- Written Communication
- Organization and Time Management
- Attention to Detail
- Active Listening
- Cultural Awareness
- Excellent Communication
- Analytical and Critical Thinking
- PPE Compliance
- Planning and Coordination
- Multitasking Abilities
- Teamwork and Collaboration
- Lesson Preparation
- Clerical Support
- Workshop Development
- Customer Satisfaction
- Online Systems
Languages
Arabic
Native or Bilingual
French
Elementary
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Teaching Instructor
IRS
02.2018 - Current
Collections Representative
IRS
12.2014 - 01.2018
Associate of Arts - Business Administration
American Public University System
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