Osvaldo Murguia
Summary
Talented professional with expert team leadership, planning and organizational skills built during successful twenty plus year career. Smoothly equip employees to independently handle daily functions and meet department needs. Diligent leader and mentor with exceptional management abilities and results-driven approach.
Overview
23
23
years of professional experience
Work History
Chargeoff Recovery Team Lead
Wheels Financial
08.2015 - Current
- Outbound Calls, Skip tracing, Litigation preparation, Top collector -Hard cash, Collateral/Deficiency, Repossession Specialist, Account Reviews, Generate Multiple Daily Excel Reports, Coach/Motivate, Assign workloads, Daily Analytical decision making, Maintain Monthly individual & Dept Goals
Chargeoff Recovery Specialist
Wheels Financial
09.2016 - 07.2022
- Outbound Calls, Skip tracing, Litigation preparation, Top collector -Hard cash, Collateral/Deficiency, Repossession Specialist
30 Collections
Wheels Financial
08.2015 - 09.2016
- Outbound Calls, Skip tracing, Previously top 10 collector, Top 20 Collector in department consistently, Maintained conversion efficiency, Proven Ability to exceed expectation
30 Collections
Westlake Financial
01.2013 - 08.2015
- Outbound Calls, Skip tracing, Previously top 10 collector, Top 20 Collector in department consistently, Maintained conversion efficiency, Proven Ability to exceed expectations
Pre 30 Collections
Westlake Financial
08.2012 - 01.2013
- Outbound Calls, Top Collector in dept., Maintained conversion efficiency, Promoted to 30 Collections within 4 months
Member Services
Health Net
10.2011 - 08.2012
- Inbound Calls -80-100 daily, Eligibility, Primary Physician Changes, Escalated Issues, Documenting and following up., Miscellaneous office duties.
CS Support & Processing Supervisor
Provida Life Sciences
06.2011 - 12.2011
- Payroll, Escalated call taking., Generate collection letters via mail merge., Supervise customer service department inbound/outbound., Chargeback Coordinator, credit card transaction dispute analyzing., Revenue coordinator with regard to credit card declined payments., Collections campaigns., Declined Payment collections.
Customer Service Technician
Life Alert
07.2010 - 02.2011
- Assisted subscribers with equipment issues., Patiently assisted elderly subscribers with programming equipment
Customer Service & Sales Specialist
Bank Of AMERICA MORTGAGE Division
07.2009 - 05.2010
- Assisted Homeowners, realtors and insurance companies via AS400 with various request, Processed Escrow analyzes updated insurance information., Up sold refinance, credit cards, insurance
Loan Modification Project
Bank Of AMERICA MORTGAGE Division
- Reviewed and examined loan documents via Iportal, ASIs ,Lhis, Ladi, AS400, Determined eligibility via eligibility spreadsheet, Assisted others with tasks as I was one of top associates during projects
Office of the President
Bank Of AMERICA MORTGAGE Division
- Researched written complaints directed to office of the president., Determined the root of the complaint and contacted necessary departments to resolve issue., Responded to appropriate agencies via written response.
Client Support Supervisor
MENTORING OF America
12.2008 - 07.2009
- Responsible for employee's performance, Responsible for disciplinary action, Responsible for creating and maintaining daily, weekly and monthly sale retention reports using Microsoft Excel, Responsible for negotiating and approving retention monetary compensation at a profit, Responsible for collection campaigning
- Outbound collection projects., Responsible for overseeing a high volume inbound and outbound call center averaging 1,000 calls per day, Responsible for monitoring overall sales retention and maintaining a profitable department, Other specific tasks included project planning and monitoring the sales retention department
- In addition, I was responsible for interviewing and hiring Client Support Representatives (CSR).
Customer Service Manager
TV CUSTOMER LLC.
03.2001 - 12.2008
- Responsible for employee's performance, Responsible for disciplinary action, Responsible for work schedules and payroll, Responsible for overseeing a high-volume inbound call center averaging 1,200 calls per day, Responsible for monitoring overall Call Center and individual CSR performance, Responsible for collection campaigns., Responsible for coaching saving sales / sales retention, Other specific tasks included delegating, project planning and monitoring the email department
- In addition, I was responsible for interviewing and hiring Customer Service Representatives (CSR).
Education
High School Diploma -
East Beverly High School
Skills
- Proficient on MS Office Suite
- Experienced Manager / Team Leader
- Excellent communication skills
- Proven reliability
- Typing speed 50 WPM
- Excellent attention to detail
- Workflow Management
- Service Delivery Optimization
- Account Management
- Handling Escalations
- Staffing Coordination
- One Call Resolution
- Training and Mentoring
- Record Keeping
- Bilingual - Spanish
- Problem Solving Abilities
- Excel Spreadsheets
- Analytical Thinking
- Performance Monitoring
- Schedule Management
- Professional demeanor
- Interpersonal Skills
Accomplishments
- Promotions are inevitable in my work history.
Languages
Spanish
Full Professional
Timeline
Chargeoff Recovery Specialist
Wheels Financial
09.2016 - 07.2022
30 Collections
Wheels Financial
08.2015 - 09.2016
Chargeoff Recovery Team Lead
Wheels Financial
08.2015 - Current
30 Collections
Westlake Financial
01.2013 - 08.2015
Pre 30 Collections
Westlake Financial
08.2012 - 01.2013
Member Services
Health Net
10.2011 - 08.2012
CS Support & Processing Supervisor
Provida Life Sciences
06.2011 - 12.2011
Customer Service Technician
Life Alert
07.2010 - 02.2011
Customer Service & Sales Specialist
Bank Of AMERICA MORTGAGE Division
07.2009 - 05.2010
Client Support Supervisor
MENTORING OF America
12.2008 - 07.2009
Customer Service Manager
TV CUSTOMER LLC.
03.2001 - 12.2008
Loan Modification Project
Bank Of AMERICA MORTGAGE Division
Office of the President
Bank Of AMERICA MORTGAGE Division
High School Diploma -
East Beverly High School
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