Rabekkah Salazar
San Antonio,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking Collections Specialist adept at persuading customers and obtaining payments. Strong researcher with top-notch follow-through and meticulous attention to detail. Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner. Attentive telecommunications professional with training and experience to handle stressful situations. Organized and thorough in documenting calls. Helps first responders coordinate emergency actions and support local community.
Overview
10
10
years of professional experience
Work History
Collections Specialist
Citibank
San Antonio, TX
02.2019 - 03.2022
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Maintained accurate records of customer accounts, payments and payment plans.
- Generated and distributed monthly customer statements.
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
- 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.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved timely resolution of delinquent accounts by maintaining open communication lines with clients and diligently following up on payment promises.
- Reduced delinquency rates by implementing effective collection strategies tailored to individual clients.
- Maintained detailed records of all collection activities, ensuring compliance with company policies and federal regulations.
Customer Service Representative
UCC
San Antonio, TX
04.2016 - 08.2018
- Received new orders, prepared documentation, and assigned personnel. Called emergency services such as police and fire.
- Managed customer accounts and invoicing.
- Provided customers with information on products and services.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Monitored flow of paperwork and directed information to appropriate departments.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Utilized dispatch software to enter customer issues.
- Assisted in resolving customer complaints and grievances.
- Utilized customer feedback to improve customer service.
- Provided outstanding customer service.
- Developed a deep understanding of customer service principles and customer service best practices.
- Evaluated customer service standards, policies and procedures to verify customer service goal achievement.
- Improved customer service ratings and accurately solved problems using active listening and customer service skills.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
- Assisted customers in navigating the company website or mobile app for self-service options when applicable.
- Negotiated successful resolutions between customers and the company during disputes or disagreements.
- Enhanced customer experiences by providing timely and accurate information on products and services.
- Served as a liaison between customers and other departments within the organization, ensuring seamless coordination in addressing client needs.
- Developed rapport with customers through active listening and tailored assistance, fostering loyalty.
- Implemented process improvements that led to reduced hold times and higher first-call resolution rates.
Security Dispatcher
Haven For Hope
San Antonio, TX
02.2015 - 12.2015
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Prepared detailed incident reports to facilitate appropriate follow-up.
- Received emergency and non-emergency calls to dispatch security service and medical assistance.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
- Operated multi-line telephone system, prioritized calls and initiated appropriate action based on incident type and importance.
- Operated and monitored fire alarm and security CCTV systems to maintain building safety.
- Reduced risks and emergency response issues by observing public safety field units.
- Contacted police, fire and ambulance in emergency situations to coordinate proper response.
- Leveraged two-way radio or telephone to dispatch security officers or other personnel.
- Reduced false alarms by accurately verifying alarm activations through CCTV monitoring and communication with site personnel.
- Enhanced security response times by efficiently dispatching officers to incidents and alarms.
- Trained new dispatchers on company protocols, software systems, and effective communication techniques for better team performance.
- Maintained accurate records of dispatched calls, ensuring timely follow-up on pending issues and seamless shift transitions.
- Assisted in emergency situations, coordinating resources and providing critical information to first responders.
- Improved communication between security teams by implementing a standardized radio protocol for incident reporting.
- Managed multiple phone lines simultaneously while prioritizing urgent calls for service from clients and officers in the field.
- Studied building floor plans to give directions and provide accurate information.
Community Guest Specialist
Haven For Hope
San Antonio, TX
04.2012 - 04.2013
- Ensured safety of residents by monitoring and enforcing shelter rules and protocols consistently.
- Streamlined intake process, effectively assessing new clients'' needs and determining appropriate resources.
- Contributed to the establishment of a supportive and inclusive atmosphere within the shelter through active listening and empathetic engagement with clients.
- Addressed crisis situations with sensitivity, utilizing conflict resolution skills to maintain a safe environment for all parties involved.
- Enhanced living conditions for shelter occupants through diligent cleaning and maintenance of facility spaces.
- Maintained accurate records of client interactions, ensuring timely documentation that contributed to effective case management practices.
- Conducted valuable life skills workshops, empowering clients with tools needed for independent living after transitioning out of the shelter setting.
- Facilitated successful reintegration into society for numerous clients by assisting them in finding stable housing options after leaving the shelter environment.
- Implemented a reward system within the facility that encouraged positive behavior among residents while promoting a sense of community involvement.
Education
Certificate - Medical Coding And Billing
DeVry University
Villa Park, ILCertificate - Visual And Performing Arts
Ywam
Kona, HI09.2009
High School Diploma -
Oliver Wendell Holmes High School
San Antonio, TX06.2008
Skills
- Credit and collections
- Teamwork orientation
- Credit Reporting Familiarity
- Account Review
- Relationship Building
- Active listening abilities
- Collections
- Proficiency in Microsoft Office
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Call Management
- Product Knowledge
- Appointment Scheduling
- Administrative Support
- Microsoft Office Suite
- Documentation
- Data Collection
- Microsoft PowerPoint
- Dispatch software
- Stress Tolerance
- Dispatching procedures
- Prioritizing calls
- Dispatch Coordination
- Schedule Management
- Updating logs
- Schedule Coordination
- Call prioritization
- Quick Decision Making
- Situational Awareness
- Data entry proficiency
- Public Safety
- Incident Reporting
- Technical aptitude
Languages
English
Native or Bilingual
Timeline
Collections Specialist
Citibank
02.2019 - 03.2022
Customer Service Representative
UCC
04.2016 - 08.2018
Security Dispatcher
Haven For Hope
02.2015 - 12.2015
Community Guest Specialist
Haven For Hope
04.2012 - 04.2013
Certificate - Medical Coding And Billing
DeVry University
Certificate - Visual And Performing Arts
Ywam
High School Diploma -
Oliver Wendell Holmes High School