Shelley Dela Cruz
Chandler,AZ
Summary
Hardworking, persistent and well-spoken individual with over 11 years of combined experience in sales, collections and customer service. Currently seeking a career with a company that allows for individual growth and advancement while contributing to the success of the company.
Overview
12
12
years of professional experience
Work History
Back Office Administrator
PayPal
Chandler, AZ
08.2021 - Current
- Researched accounts to ensure Regulatory Compliance
- Generated Excel reports daily
- Transparent with all departments regarding escalated account issues
- Worked out of Ticket Que
- Processed bulk payments
- Completed Proof of debts, Limited account access and submitted Fraud
- Excellent organizational and communication skills
- Limited account access per regulations
- Communicated with management regarding potential issues
- Worked from multiple systems daily
Senior Collections Representative
PayPal
Chandler , AZ
08.2011 - 08.2021
- Worked in call center environment handling manual and automatically dialed outbound and inbound calls.
- Skip Traced using Lexis Nexis and credit reports
- Cycle leader for team of 3; created daily strategy to ensure monthly goal was met or exceeded
- Determined reason for delinquency and best course of action to assist customer
- Negotiated payments arrangements with always assuming balance in full first
- Worked with all stages of delinquency
- Recognized for top performer and excellent quality
Senior Collections Representative
Asset Acceptance
Tempe, AZ
08.2009 - 08.2011
- Managed portfolio of charged off accounts
- Skip Traced utilizing Lexis Nexis to locate contact information
- Negotiated payments starting with balance in full, settlements and payment plans
- Created follow-up schedule to ensure payments were received
- Mentored new hires to ensure onboarding was successful
- Met and exceeded monthly goals
- Manually outbound calling per FDCPA compliant
Education
High School Diploma -
John F Kennedy High School
Fremont, CASkills
- Microsoft Office and Excel
- Teamwork and collaboration
- Excellent communicator
- Time management
- Problem solving
Timeline
Back Office Administrator
PayPal
08.2021 - Current
Senior Collections Representative
PayPal
08.2011 - 08.2021
Senior Collections Representative
Asset Acceptance
08.2009 - 08.2011
High School Diploma -
John F Kennedy High School
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