Norma Delgado
San Antonio,TX
Summary
Proven Collections Agent with a track record of success at Conns Homeplus, adept in debt negotiation and account management. Excelled in maintaining high call volumes, achieving fair resolutions, and structuring repayment plans. Demonstrates exceptional communication skills and a commitment to improving customer account status, ensuring a positive impact on the bottom line.
Overview
15
15
years of professional experience
Work History
Collections Agent
Conns Homeplus
01.2010 - Current
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Counseled debtors on payment options and arranged installment agreements.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
- Trained new team members on scripts, company services, and collection strategies.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
Customer Service Representative
SWBC
10.2020 - 02.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Education
GED -
San Antonio Independent School District
San Antonio, TXSkills
- Payment Arrangement
- Skip Tracing
- Collections processing
- Account Management
- Debt Negotiation
- Delinquent account management
- Repayment plan structuring
- Billing Procedures
Languages
Spanish
Native or Bilingual
Additional Information
-Received several Top Performer awards including certificates, trips and bonuses every month for several years
References
Tracy Williams
Collections Manager
210-480-0243
Sabrina Robles
Collections Manager
210-862-2760
Timeline
Customer Service Representative
SWBC
10.2020 - 02.2022
Collections Agent
Conns Homeplus
01.2010 - Current
GED -
San Antonio Independent School District
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