Ricardo Muga
Davie,FL
Summary
Proven leader in debt collection with a track record of exceeding a 12% roll rate at Credito Real USA. Expert in utilizing LiveVox Dialer and demonstrating strong organizational skills to manage delinquent accounts effectively. Achieved significant customer dispute resolutions through creativity and goal-oriented strategies, ensuring compliance with state and federal mandates.
Overview
16
16
years of professional experience
Work History
Account Representative
Creative Finance
08.2023 - 02.2024
- Manage multiple delinquent accounts for debt collection efforts
- Investigate and resolve discrepancies in payments or accounts
- Assist with customer's disputes accurately and in a timely manner
- Conduct correspondence daily that might include the following insurance information, customer disputes, special requests from customers, etc
- Care for miscellaneous issues that arrive and pertain to the legal department
Collection Manager - Bucket One
Credito Real USA
01.2023 - 07.2023
- Managed two offshore collection trams to consistently exceed monthly goal of a 12% roll rate or better
- Ensured a 90% completion rate with all Welcome Calls while managing the Customer Service queue
- Completed weekly collection team audits to ensure workflow processes were maintained
- Conducted weekly team meeting to discuss collection strategy and goals
- Complete 2V manager calls as needed to help customers with past due balances
Bilingual Collection Specialist
Credito Real USA
01.2022 - 12.2022
- Achieved contact with delinquent customers using various methods (phone, email, text, chat) to negotiate and obtain new arrangements to bring the account current
- Worked proactively with customers to cure RTCs, prevent repossession and loss through negotiation and utilization of available programs
- Participated in dialer campaigns to quickly collect payments and resolve outstanding delinquencies
- Ensured worked performed followed all state and federal mandates such as FDCPA, TCPA and CFPB
Deed In Lieu Collection Representative
Marriott Vacations Worldwide
03.2008 - 01.2022
- Achieved 100+ Inbound/Outbound calls per day with the goal of processing payments by way of credit/debit/ACH to exceed assigned quota
- Recommended foreclosure proceedings when applicable
- Answer inquiries pertaining to billing, proxies, and refurbishments
- Utilized appropriate collection codes and notes in collections platform, updated accounts with all current demographics
- Exceeded company expectations in all interactions with customers and employees
Education
High School Diploma -
South Plantation High School
Plantation, FL06-1998
Skills
- TLO / Accurint
- Experience with LiveVox Dialer
- Megasis Data Collection
- Field Chase Coordination
- HubSpot Proficiency
- SBT / Mail Merge
- Creativity
- Team Leadership
- Strong Organizational Skills
- Problem solving
- CRM proficiency
- Goal oriented
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Account Representative
Creative Finance
08.2023 - 02.2024
Collection Manager - Bucket One
Credito Real USA
01.2023 - 07.2023
Bilingual Collection Specialist
Credito Real USA
01.2022 - 12.2022
Deed In Lieu Collection Representative
Marriott Vacations Worldwide
03.2008 - 01.2022
High School Diploma -
South Plantation High School
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