Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Rosa Escalante

Mesquite

Summary

Highly personable Bi-lingual Professional with experience in Account Management bringing over 20 years of Office Administration, Auditing, Finance, Collections, Bankruptcy and Customer Service Call Center. Accomplished and motivated by challenge- willing to take fast calculated action to execute and implement processes and structure that drive innovation and growth. Reliable, fast learner, and passionate with the ability to work as a team player. Aim to be an asset to the Company needs.

Overview

26
26
years of professional experience

Work History

Hospitality, Usher, & Ticket Taker/ Part-time

Music Hall
10.2021 - Current
  • Provide outstanding customer service to patrons, assist with ticketing policies, process transactions, and manage patron database.
  • Greeted customers with smile and provided friendly, knowledgeable service.
  • Worked with other staff members to facilitate smooth flow of operations.
  • Directed ticket holders to seats and facility locations.
  • Managed crowd control effectively, ensuring timely seating and minimizing disruptions.
  • Maintained a safe and clean environment for patrons by performing regular facility checks and resolving any issues promptly.
  • Sold admission, processed payments, and issued tickets.
  • Reported maintenance or equipment issues for fast resolution to minimize downtime.
  • Handled emergency situations calmly, following established protocols to ensure patron safety.
  • Provided guidance on seating and ticketing procedures to increase customer satisfaction.

Commission Specialist-Auditor

Neora, LLC
04.2014 - 04.2024
  • Process error corrections, audit commissions, manage fraud audits, and assist in planning compensation grid.
  • Resolved complex commission issues through dedicated research and problem-solving skills, leading to increased satisfaction among sales staff.
  • Provided expert guidance on interpreting contractual terms related to commissions during client negotiations.
  • Performed ad hoc analysis or prepared special reports as requested by senior management to inform key strategic decisions related to sales incentive programs.
  • Reduced errors in commission calculations by maintaining up-to-date knowledge of plan structures and requirements.
  • Served as a trusted resource for colleagues across the organization, providing information and guidance on all matters related to commission management.
  • Assisted HR department in developing clear job descriptions that accurately reflected responsibilities tied to variable compensation components.
  • Supported sales leadership in the development of customized reports analyzing trends, outliers, and areas for improvement within the commission structure.
  • Conducted thorough audits of commission payments to ensure compliance with company policies and guidelines.
  • Increased commission accuracy by implementing a streamlined tracking system.
  • Collaborated with finance department to reconcile any variances between commissions paid and actual performance metrics.
  • Regularly reviewed industry best practices to identify opportunities for further improvements within our own organization''s approach to commissions management.
  • Assisted in the creation of new incentive plans, contributing to improved sales performance and overall company growth.
  • Maintained detailed documentation on all aspects of the commission program, facilitating easy reference for team members when needed.
  • Developed strong relationships with clients, building trust and ensuring a high level of satisfaction during the audit process.

Member Service Advisor/ Bi-lingual

Evolv Health, LLC
10.2012 - 04.2014
  • Assist in product selection, resolve customer issues, and manage high volume of calls.
  • Developed comprehensive knowledge of various financial products, effectively advising members on suitable options.
  • Assisted in organizing promotional events to drive new memberships, resulting in higher sign-up rates for the branch.
  • Acted as a trusted advisor for members, providing expert guidance on financial products and services while upholding the highest levels of integrity and professionalism.
  • Contributed to positive workplace culture by actively participating in team-building activities and sharing best practices with colleagues.
  • Collaborated with team members to achieve departmental targets and maintain high-quality service standards.
  • Coordinated closely with other departments to address cross-functional issues affecting member satisfaction or account status.
  • Improved overall branch efficiency by implementing new processes and procedures that streamlined daily tasks and increased productivity.
  • Maintained strict adherence to regulatory compliance guidelines, ensuring all transactions were conducted ethically and within prescribed limits.
  • Delivered prompt service to prioritize customer needs.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Mentored new hires, providing extensive training on company policies and procedures to ensure seamless integration into the team.

Loss Recovery Account Representative

Nissan Motor Acceptance Corporation
08.2004 - 09.2011
  • Manage delinquent accounts, contact customers for recovery efforts, and negotiate loan settlements.
  • Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
  • Contacted customers to assess satisfaction and current needs.
  • Assisted clients in navigating complex financial and legal processes to reduce risks.
  • Managed a portfolio of multiple accounts, ensuring timely delivery of products and services while maintaining strong relationships with clients.
  • Supported customer satisfaction through regular follow-up and communication.
  • Interpreted financial data to identify trends and opportunities.
  • Negotiated contract terms with clients, securing profitable deals while maintaining mutual satisfaction.
  • Enhanced client satisfaction by effectively managing and resolving account inquiries.
  • Negotiated prices, terms of sales and service agreements.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.

Bankruptcy Account Specialist

Nissan Motor Acceptance Corporation
01.2003 - 08.2004
  • Manage bankruptcy accounts, interpret laws, and prepare legal documents.
  • Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
  • Completed routine and complex account updates to resolve problems.
  • Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
  • Adhered to standards of quality and service as well as all compliance requirements.
  • Maintained strong relationships with clients through regular communication and proactive problem-solving efforts.
  • Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
  • Reconciled customer accounts and identified discrepancies for further investigation.
  • Collaborated with sales team to upsell products and services, resulting in higher revenue generation.
  • Achieved notable client accolades, reflecting excellence in account management and service delivery.
  • Selected correct products based on customer needs, product specifications and applicable regulations.
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.

Customer Service Representative

877 Ring Again Inc.
08.2000 - 09.2002
  • Assist customers with inquiries, process payments, and meet quality assurance metrics.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Maintained up-to-date knowledge of product and service changes.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.

Receptionist/ Secretary

Dallas County MHMR
05.1998 - 07.2000
  • Answer phones, schedule appointments, and perform general clerical duties.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved customer problems and complaints.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
  • Assisted with planning office events and meetings for smooth execution.
  • Supported HR activities by assisting with recruitment process, including scheduling interviews and organizing candidate information.
  • Reduced waiting times for visitors by implementing more efficient check-in process.
  • Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.

Education

Court Reporting

Arlington Career Institute
Arlington
07.2026

Associate of Science - Accounting -

University of Phoenix Online
05.2009

High School - Diploma -

North Dallas High School
05.1997

Skills

  • Patience and composure
  • Working under pressure
  • Reliability and punctuality
  • Ability to work as a team
  • Problem -Solving Skills
  • Strong work ethics
  • Analytical Skills
  • Leadership qualities

Languages

Spanish
Native or Bilingual

Timeline

Hospitality, Usher, & Ticket Taker/ Part-time

Music Hall
10.2021 - Current

Commission Specialist-Auditor

Neora, LLC
04.2014 - 04.2024

Member Service Advisor/ Bi-lingual

Evolv Health, LLC
10.2012 - 04.2014

Loss Recovery Account Representative

Nissan Motor Acceptance Corporation
08.2004 - 09.2011

Bankruptcy Account Specialist

Nissan Motor Acceptance Corporation
01.2003 - 08.2004

Customer Service Representative

877 Ring Again Inc.
08.2000 - 09.2002

Receptionist/ Secretary

Dallas County MHMR
05.1998 - 07.2000

Court Reporting

Arlington Career Institute

Associate of Science - Accounting -

University of Phoenix Online

High School - Diploma -

North Dallas High School

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Rosa Escalante