Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Languages
Timeline
Generic

Ruth Martinez

San Antonio

Summary

Dynamic Account Manager with Propel Financial Services, skilled in account management and training development. Proven track record in enhancing operational efficiency and resolving complex client issues. Adept at utilizing CRM software to streamline processes and improve customer satisfaction. Recognized for attention to detail and strong lead development skills, driving significant improvements in account resolution.

Overview

21
21
years of professional experience

Work History

Foreclosure & Bankruptcy Account Manager

Propel Financial Services
San Antonio
11.2023 - 02.2025
  • Analyzed financial documents to assess borrower risk and repayment capacity.
  • Communicated with clients to negotiate payment plans and resolve issues.
  • Collaborated with legal teams to facilitate foreclosure proceedings as needed.
  • Reviewed loan files for accuracy and completeness before escalation.
  • Trained junior staff on default management processes and best practices.
  • Developed excel reports on account status for upper management review.
  • Implemented process improvements to enhance efficiency in account resolution.
  • Received and submitted payments for fees and fines, accurately tracking amounts, and updating computer systems.
  • Monitored customer payments and updated account status accordingly.
  • Ensured that all collection activities comply with applicable laws and regulations.
  • Developed strategies to reduce number of defaults while protecting company assets.
  • Generated monthly excel reports detailing progress made on resolving defaulted loans.
  • Maintained records of all customer interactions in compliance with company policy and procedures.
  • Prepared account updates, payment plans, and extensions for customers with past due accounts.
  • Maintained communication with internal departments regarding changes in policies or procedures affecting collections activity.
  • Identified potential fraud or suspicious activities related to delinquent accounts.
  • Participated in training sessions aimed at improving operational effectiveness within the department.
  • Reviewed delinquent accounts and ensured accuracy of information in system.
  • Evaluated loan modifications submitted by borrowers for consideration.
  • Communicated with external attorneys through via email when necessary to resolve complex cases involving legal action against a borrower.
  • Received payments and posted amounts to customer accounts.
  • Recorded information about status of collection efforts.
  • Arranged debt repayment or established schedules for repayment based on customer's financial situation.
  • Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
  • Monitored overdue accounts using automated information systems.
  • Located new addresses of delinquent customers through research, using
  • Managed case files and updated client information in database systems.
  • Assisted attorneys in gathering evidence and compiling case materials.
  • Utilized templates for standard legal correspondence used in foreclosure processes.
  • Collaborated with internal departments on foreclosure-related issues such as title searches or bankruptcy filings.
  • Organized evidence for trial preparation by gathering documents such as mortgages, deeds of trust, judgments liens.
  • Prepared affidavits and other required legal forms for filing with courts.
  • Processed payments received from borrowers in accordance with established policies.
  • Maintained accurate records of all case files including client information, court filings, and document tracking systems.
  • Completed day-to-day duties accurately and efficiently.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.
  • Prepared Payoffs for bankruptcy hearings.
  • Maintained accurate case records in electronic filing systems.
  • Analyzed client data to identify potential issues in cases.
  • Responded promptly to inquiries from debtors regarding case status.
  • Prepared monthly reports summarizing activity related to bankruptcies.
  • Monitored progress of cases during the duration of the filing process.
  • Provided documentation on time with bankruptcy Attorney to avoid delays.
  • Worked closely with bankruptcy attorneys to review documents and made all required corrections.
  • Avoided delinquencies by closely following up with bankruptcy attorneys and remaining aware of all major deadlines.
  • Mentored and trained newly hired tellers to familiarize each with job responsibilities and organizational procedures.

Account Manager

Propel Financial Services
San Antonio
11.2022 - 10.2023
  • Managed multiple accounts simultaneously while meeting deadlines.
  • Resolved customer complaints in a timely manner.
  • Acted as main point of contact in matters relating to client concerns and needs.
  • Maintained accurate records of all customer interactions in the CRM system & TMO.
  • Renewed existing accounts by building relationships with clients.
  • De-escalated customer interactions by providing alternative solutions to issues.
  • Addressed customer questions and concerns regarding products and services.
  • Utilized CRM & TMO tools to track client interactions, sales opportunities, and account history.
  • Utilized problem-solving skills when dealing with difficult customers.
  • Provided product training and support to clients, enhancing their understanding and utilization of the company's offerings.
  • Resolved client issues and complaints in a timely and effective manner, ensuring client satisfaction.
  • Tracked and reported on automatic monthly payment withdrawals metrics to senior management, highlighting successes and areas for improvement.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Listened to customer needs to identify and recommend best products and services.
  • Identified customer needs by asking questions and advising on best solutions.

Account Manager's Assistant

Propel Financial Services
San Antonio
01.2021 - 10.2022
  • Trained new staff on company policies and effective customer engagement techniques.
  • Collaborated with management to address customer feedback and concerns.
  • Conducted monthly team meetings to foster collaboration and knowledge sharing.
  • Resolved escalated customer issues with a focus on maintaining satisfaction levels.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
  • Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
  • Provided expertise on product knowledge, services, policies and procedures to customers.
  • Ensured compliance with company policies and regulations related to customer service operations.
  • Worked closely with other departments such as sales, marketing and IT teams to ensure smooth delivery of services.
  • Volunteered to handle complaints and issues for manager during busy time periods.
  • Handled customer inquiries and complaints in a professional manner.
  • Coordinated with other departments to resolve customer issues efficiently.
  • Developed strong customer relationships to encourage repeat business.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Supported sales team members to drive growth and development.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Collected deposits or payments and arranged for billing.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Updated databases with new and modified customer data.
  • Completed day-to-day duties accurately and efficiently.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Maintained updated knowledge through continuing company knowledge and advanced training.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Trained new staff on customer service protocols and systems.
  • Collaborated with other departments to enhance service delivery processes.
  • Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
  • Coordinated customer service activities, including responding to inquiries, resolving complaints, and providing product information.
  • Provided customer service assistance to customers via phone and email.
  • Collaborated with leadership teams to evaluate previous actions and adjust procedures for handling future issues.
  • Collaborated with other departments to resolve complex customer issues quickly.
  • Performed data entry tasks related to customer accounts.
  • Utilized various software applications such as CRM & TMO systems for tracking purposes.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Recommended solutions related to staffing issues and proposed procedural changes to managers.
  • Guided employees in handling difficult or complex problems.

Federal Government Immigration & Refugee Camp

Aerotek
San Antonio, TX
01.2019 - 12.2020
  • Provided support to individuals during their stay at the Refugee Site.
  • Documented any complicated issues that occurred during the evening hours. (Graveyard Shift 11pm- 7am)

Customer Representative

Cox Communications
San Antonio
09.2017 - 12.2019
  • Assisted customers with service inquiries and technical support issues.
  • Resolved billing discrepancies and processed payments efficiently.
  • Handled escalated customer complaints with professionalism and empathy.
  • Trained new representatives on company policies and procedures effectively.
  • Resolved customer complaints promptly and efficiently.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Developed positive relationships with customers through friendly interactions.
  • Provided product and service information to customers.
  • Handled difficult or emotional customer situations with empathy and professionalism.
  • Monitored customer accounts for changes or updates.
  • Utilized computer systems to access account information, enter notes, and update status codes.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Managed large amounts of incoming calls.
  • Prioritized tasks effectively to meet deadlines.
  • Participated in team meetings to discuss best practices for resolving customer issues.
  • Tracked call resolution times to ensure quality standards were met.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Collected deposits or payments and arranged for billing.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Mentored junior team members on how to meet company goals.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Updated databases with new and modified customer data.

Assistant

Rogelio Martinez Roofing
San Antonio
05.2004 - 06.2017
  • Assisted in coordinating roofing project schedules and timelines.
  • Assisted in training new staff on company procedures and safety protocols.
  • Organized and maintained filing systems for invoices and contracts.
  • Entered data into databases accurately and efficiently.
  • Answered incoming calls, responded to emails, faxes and other inquiries from customers and vendors.
  • Ensured office equipment was operational, stocked with supplies and maintained in a clean condition.
  • Maintained positive working relationship with fellow staff and management.
  • Maintained front desk to provide positive first impression.
  • Scheduled service and changed and ordered toner to keep printers and copiers functioning.

Education

High School Diploma -

Fox Tech High School
San Antonio, TX
05-2002

Some College (No Degree) - Law

San Antonio College
San Antonio, TX

Skills

  • Account management
  • Training and development
  • Attention to detail
  • Time management
  • Strong lead development skills
  • CRM, TMO & Salesforce software

Affiliations

  • Evening Workouts 3-4 times a week.
  • Saturday mornings, I spend with my parents, I have no children.
  • Sunday School Teacher.
  • Weekly Bible Study on Thursday Evenings.

Accomplishments

  • Overtime I have been able to move to lead team roles. I have a passion for advancement and learning from others to become successful.

Languages

English
Full Professional
Spanish
Professional

Timeline

Foreclosure & Bankruptcy Account Manager

Propel Financial Services
11.2023 - 02.2025

Account Manager

Propel Financial Services
11.2022 - 10.2023

Account Manager's Assistant

Propel Financial Services
01.2021 - 10.2022

Federal Government Immigration & Refugee Camp

Aerotek
01.2019 - 12.2020

Customer Representative

Cox Communications
09.2017 - 12.2019

Assistant

Rogelio Martinez Roofing
05.2004 - 06.2017

High School Diploma -

Fox Tech High School

Some College (No Degree) - Law

San Antonio College

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