Persilla Elizondo

• Manage multiple stages of delinquency
• lead 30 direct reports, 1 assistant manager, and 1 lead support
• Point Person, recruiting, Interviewing, hiring, and training the new employees
• Support and coach collection agents to improve performance gaps
• Onboarding new managers
• I facilitate weekly Leadership Development Classes
• Handled Escalation Calls
• Strategy Development
• Performance Improvement Plans

BPO Manager

• San Pedro Sula, Honduras - 15-30 agents, 4 Managers
• Traveled 4- 6 times each year for on-site client visits
• Trained New Hire's Classes
• Interviewed Candidates for Manager positions
• 90-day Performance reviews with direct report and reporting Managers
• Point Person- Weekly Operations Meetings
• Managed Daily Operations
• Client / BPO Call Calibrations

• Investigated and resolved customer inquiries regarding Repossessions and Charge offs
• Processed Modifications for customer experiencing hardships
• Assisted with Frequency changes for Due Date
• Collected on delinquent accounts 60+ DPD
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• Maintained empathy and great customer treatment while answering questions and discussing the customer's account information

• Increased sales revenue by building strong relationships with clients and identifying their business needs.
• Developed new accounts by prospecting, cold calling, and networking within our industry.
• Conducted comprehensive product demonstrations to showcase features and benefits tailored to client needs.