Rachell Gonzalez
Amarillo,TX
Summary
Dynamic Collections Specialist with proven success at The CMI Group, adept at negotiating payment arrangements and managing high-volume calls. Bilingual and skilled in conflict resolution, I excel in enhancing customer satisfaction while maintaining meticulous attention to detail in collections management. Committed to continuous improvement and delivering results.
Overview
14
14
years of professional experience
Work History
Collections Specialist
The CMI Group
Remote
01.2023 - 07.2024
- Perform outbound calling
- Negotiate payment arrangements
- Take and set up customers on a plan
- Take payments
- Handle questions and complaints
- Update account and database.
- High Volume Calls
Online Payroll Expert
Alorica
Remote
12.2021 - 01.2023
- Update payroll records by entering changes to employee information or benefits
- Prepare reports including summaries of earnings, tax deductions, leave, compassionate leave, and non-taxable wages
- Calculate payroll liabilities and resolve discrepancies
- Maintain payroll operations according to company policies and procedures
- Process and issue W-2 forms to employees.
Customer Engagement Specialist
PNM RESOURCES, INC
Remote
06.2019 - 09.2020
- Set up customers on Payment Arrangements
- Set up extensions
- Assist customers with questions regarding their account
- Take payments.
- Inbound calling
CUSTOMER SERVICE REPRESENTATIVE
West Texas Training Center
Odessa, Texas
03.2013 - 04.2014
- Set up or schedule online classes or in-person training for trainee companies
- Assist trainees with questions or concerns regarding their online course
- Evaluate trainees on harness preparation and respiratory fit test
- Perform other duties such as taking payments, verifying payment for employees, and setting up appointments.
- Handled customer inquiries and suggestions courteously and professionally.
CUSTOMER SERVICE REPRESENTATIVE
Sitel
08.2010 - 11.2011
- Provide high problem-solving and communication skills to provide expert service to customers
- Take insurance payments or set up auto pay
- Assist customers with questions on their existing account
- Call customers offering better deals or rates.
Education
High school diploma -
Caprock High School
Amarillo, TX05.2010
Skills
- Bilingual
- Patient and Active listener
- Clear Communication skills
- Persuasive Speaking Skills
- Time management
- Conflict resolution
- Willingness to improve
- Bilingual
- Patient and Active listener
- Clear Communication skills
- Persuasive Speaking Skills
- Time management
- Conflict resolution
- Willingness to improve
- Can work under pressure
- Fast learner
- Payroll
- Tax Experience
- QuickBooks
- Critical Thinking
- Can work under pressure
- Fast learner
- Payroll
- Tax Experience
- QuickBooks
- Critical Thinking
- Collections management
- Payment negotiation
- High volume calling
- Attention to detail
Experience Years
10+ years
Languages
Spanish
Timeline
Collections Specialist
The CMI Group
01.2023 - 07.2024
Online Payroll Expert
Alorica
12.2021 - 01.2023
Customer Engagement Specialist
PNM RESOURCES, INC
06.2019 - 09.2020
CUSTOMER SERVICE REPRESENTATIVE
West Texas Training Center
03.2013 - 04.2014
CUSTOMER SERVICE REPRESENTATIVE
Sitel
08.2010 - 11.2011
High school diploma -
Caprock High School
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