Summary
Overview
Work History
Education
Skills
Coursework
Awards
Timeline
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Rafaela Frisby-Moreno

Tucson,AZ

Summary

Results-oriented professional with a demonstrated history of success in recovering delinquent payments. Proven expertise in creating and executing collection strategies that reduce delinquency rates and maximize efficiency. Skilled in negotiating and resolving accounts in collections.

Overview

18
18
years of professional experience

Work History

Collections Agent

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10.2023 - 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.

Customer Service Representative

Citi
11.2016 - 05.2023
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
  • Responded to telephone inquiries and complaints following standard operating procedures
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
  • Monitored daily performance metrics such as call volume, wait times, resolution times
  • Maintained detailed records of customer interactions, transactions and comments for future reference
  • Provided exceptional customer service to ensure customer satisfaction
  • Adhered to company policies and procedures while providing superior service
  • Created detailed reports outlining customer feedback trends over time
  • Met daily customer service quotas with a focus on quality.

Collections Specialist

Citi
08.2013 - 11.2016
  • Monitored outstanding account balances and determined need for further collections action
  • Generated invoices and sent out payment reminders
  • Negotiated with customers to reach payment agreements
  • Processed manual payments received from customers accurately according to company policy.

Fraud Prevention Specialist

Citi
05.2006 - 07.2010
  • Adhered strictly to all internal controls pertaining to proper handling of sensitive customer information
  • Utilized various software programs such as Microsoft Office Suite to manage accounts receivable data
  • Negotiated payment arrangements with customers to ensure timely resolution of delinquent accounts
  • Conducted research on debtor's financial situation in order to determine the best course of action for collecting past due balances
  • Ensured compliance with all applicable laws, regulations, and ethical standards related to collections operations
  • Drafted reports summarizing findings from fraud investigations for senior management review
  • Conducted investigations into suspected fraudulent accounts, utilizing internal databases and external resources
  • Interacted with law enforcement agencies when necessary during investigations
  • Identified trends in fraud cases and provided recommendations on how to reduce risk exposure
  • Responded quickly and effectively to inquiries from customers regarding their account status or any suspicious activity detected.

Education

Creative Writing in Writing/Creative Writing -

Pima Community College

Skills

  • Goals and Performance
  • Billing Practices
  • Payment Acceptance
  • Microsoft Office
  • Persuasive Negotiations
  • Team Oriented
  • Credit and Collections
  • Bilingual English/Spanish

Coursework

Attended several business management seminars

Awards

  • Handle Time Champion of the Month on several occasions
  • Positive Customer Feedback

Timeline

Collections Agent

Discover
10.2023 - Current

Customer Service Representative

Citi
11.2016 - 05.2023

Collections Specialist

Citi
08.2013 - 11.2016

Fraud Prevention Specialist

Citi
05.2006 - 07.2010

Creative Writing in Writing/Creative Writing -

Pima Community College

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Rafaela Frisby-Moreno