Shirley Sanchez
Pembroke Pines,FL
Summary
Personable and dedicated Customer Services Representative with extensive experience in Banking. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Overview
18
18
years of professional experience
Work History
Collector Agent II
Power Financial Credit Union
05.2022 - Current
- Improved customer satisfaction by effectively negotiating payment plans tailored to individual financial situations.
- Maintained accurate records of customer payments and contact information, ensuring efficient collection processes.
- Reduced delinquency rates through proactive communication and follow-up with debtors.
- Increased recovery rates by conducting thorough account research and identifying potential sources of repayment.
- Resolved disputes with customers, resulting in mutually agreeable payment arrangements and preserving positive relationships.
Customer Service Representative
Jetstream Credit Union
11.2021 - 04.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative/Collector Agent
American Express, AMEX
04.2010 - 09.2021
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Collaborated with multiple department to resolve complex card holder's issue such as return payments, disputes, fraud and new accounts.
- Fostered positive and trusting relationship with new hires to model call flow and follow quality and procedures.
- Answered questions from customers that came in through the company's online chat feature.
- Resolved delinquency account issues with strengths in research, problem-solving and solution development keeping positive relationship.
- Met and exceeded productivity targets by handling ever interaction with top-notch customer services including several pilots to report customer dissatisfaction and reduce call backs.
- Evaluated banking operations in comparison to guidelines.
Collector Agent/Customer Services
Space Coast Credit Union
04.2006 - 04.2010
- Managed high-volume of inbound and outbound customer calls.
- Met or exceeded calls speed, accuracy, and volume benchmarks on consistent basis.
- Documented conversations with customer to track requests, problems and solutions.
- Reviewed files, records, and other obtained documents to respond to customer requests.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future delinquency.
- Routinely contacted accounts holders with balances over 90 days past due to resolve delinquencies.
- Minimized loss by negotiating payment terms directly with clients, consistently achieving 95% recovery rate.
Education
Associate of Arts - Seeking To Complete Accounting Degree
Miami Dade College
Miami, FLHigh School Diploma -
Hialeah High School
Hialeah, FL08.1995
Skills
- Problem Solving abilities
- Courteous demeanor/Excellent Customer services
- Clerical Support/Microsoft Office expertise/Payment Processing
- Active Listening/Analytical Thinking
Affiliations
- Volunteer to clean up beaches and neighborhoods.
- Volunteer at Feeding South Florida
- Walk/Run Events
Languages
Spanish
Native or Bilingual
Timeline
Collector Agent II
Power Financial Credit Union
05.2022 - Current
Customer Service Representative
Jetstream Credit Union
11.2021 - 04.2022
Customer Service Representative/Collector Agent
American Express, AMEX
04.2010 - 09.2021
Collector Agent/Customer Services
Space Coast Credit Union
04.2006 - 04.2010
Associate of Arts - Seeking To Complete Accounting Degree
Miami Dade College
High School Diploma -
Hialeah High School
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