Sophia Vallejo
Customer service representative, cashier, sales representative
Salt Lake City,UT
Summary
Dynamic Collections Manager at Wells Fargo with a proven track record in enhancing recovery rates through strategic initiatives and data analysis. Skilled in conflict resolution and team leadership, I foster strong client relationships and drive operational efficiency, resulting in improved portfolio performance and customer satisfaction. Dynamic Collections Manager with over [Number] years thriving in high pressure, team atmospheres. Extensively trained in [Software]. Strong team leader with clear record of success meeting revenue and staff retention goals. Successful Credit Control Officer versed in account management, contract negotiation and compliance. Prepared to deliver first rate results to [Company Name]. Ambitious Collections Manager desiring to help companies get more money owed using tried and true tactics that work effectively. Eager to take on high-volume operations in [Type] industry. Meticulous Collections professional offering exceptional communication combined with assertive yet personable demeanor. Leverages strong organizational, technical and interpersonal skills to address and resolve delinquent accounts. Results-driven collections professional with proven track record in managing accounts and achieving collection targets. Well-versed in negotiating with clients and implementing effective strategies to reduce outstanding balances. Known for exceptional teamwork and adaptability, consistently delivering results and fostering cooperative work environment. Hardworking [Job Title] familiar with scripted interactions and collections guidelines. Proficient in both business and personal credit areas.
Overview
15
15
years of professional experience
1
1
Data entry certificate
Work History
Collections Manager
Wells Fargo
02.2023 - 01.2024
- Led the collections team in implementing streamlined processes, resulting in improved recovery rates and enhanced customer interactions.
- Developed and executed strategic initiatives to reduce delinquency rates, fostering stronger relationships with clients and improving overall portfolio performance.
- Analyzed collections data to identify trends, enabling proactive strategies that minimized risk and optimized recovery efforts.
- Trained and mentored junior staff on best practices in collections strategies, enhancing team performance and operational efficiency.
- Collaborated with cross-functional teams to align collections strategies with organizational goals, ensuring compliance with industry regulations and standards.
- Managed high-volume collections accounts, utilizing advanced systems to track and report on key performance indicators and recovery metrics.
- Implemented training programs focused on customer service excellence, contributing to improved client satisfaction and retention rates.
- Monitored and evaluated collection processes, recommending improvements that led to increased operational efficiency and reduced cycle times.
- Accessed credit records to evaluate customer credit histories.
Customer Service Manager
CUTCO
06.2020 - 07.2022
- Developed and implemented customer service training programs, enhancing team performance and improving client satisfaction rates.
- Led a team of customer service representatives, fostering a collaborative environment that elevated service quality and efficiency.
- Monitored and analyzed customer feedback, driving process improvements that reduced response times and increased issue resolution rates.
- Coordinated cross-functional initiatives, ensuring seamless communication between departments to resolve customer inquiries effectively.
- Established key performance indicators for the customer service team, promoting accountability and continuous improvement in service delivery.
- Managed escalated customer issues, employing conflict resolution techniques to maintain positive relationships and improve retention rates.
- Trained new employees on customer service protocols, ensuring adherence to company standards and enhancing team competency.
- Streamlined workflow processes, reducing operational redundancies and enhancing overall team productivity through effective resource management.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Cashier
Five Below
10.2013 - 02.2018
- Processed customer transactions efficiently, ensuring accurate cash handling and maintaining a balanced register daily.
- Assisted customers in locating merchandise, enhancing their shopping experience through exceptional service and product knowledge.
- Restocked shelves regularly to maintain product availability and presentation, contributing to a well-organized sales floor.
- Collaborated with team members to meet daily sales targets, fostering a positive work environment and effective communication.
- Maintained cleanliness and organization of checkout areas, promoting a welcoming atmosphere for customers and staff alike.
- Trained new cashiers on operational procedures, enhancing team efficiency and ensuring adherence to store policies.
- Utilized point-of-sale systems to process returns and exchanges, resolving customer inquiries with professionalism and accuracy.
Customer Service Cashier
Home Depot
07.2010 - 03.2012
- Processed customer transactions efficiently, ensuring accurate cash handling and contributing to a balanced cash drawer.
- Assisted customers with product inquiries, providing knowledgeable recommendations that enhanced their shopping experience.
- Maintained organized checkout areas by regularly restocking and arranging merchandise, promoting a clean and inviting environment.
- Collaborated with team members to manage peak periods effectively, ensuring timely service and customer satisfaction.
- Resolved customer complaints promptly, employing strong communication skills to de-escalate situations and maintain loyalty.
- Trained new cashiers on operating procedures and customer service standards, fostering a cohesive and productive team dynamic.
- Monitored inventory levels at the cash register, reporting discrepancies to management to minimize stock loss.
- Utilized point-of-sale systems effectively, ensuring streamlined transactions and accurate sales reporting.
Catering Assistant
Strategic Staffing Solutions
03.2005 - 05.2009
- Based on the role of Catering Assistant and the guidelines provided, here are eight resume experience statements:
- Assisted in the preparation and presentation of high-quality catering services, ensuring customer satisfaction and repeat business.
- Supported team members in organizing and setting up catering events, contributing to seamless operations and positive guest experiences.
- Managed inventory by tracking supplies and restocking necessary items, ensuring efficient service delivery during events.
- Collaborated with chefs and event coordinators to implement menu changes, enhancing service offerings and adapting to client preferences.
- Maintained cleanliness and organization of catering areas, promoting a safe and hygienic environment for food preparation and service.
- Developed strong relationships with clients through attentive service and responsiveness, fostering loyalty and repeat engagement.
Customer Service Representative
Prestige Financial Services
01.1998 - 02.2005
- Here are eight resume experience statements tailored for the role of a Customer Service Representative:
- Assisted customers with inquiries and resolved issues, enhancing overall client satisfaction and retention rates.
- Utilized CRM software to track customer interactions, ensuring accurate records and timely follow-ups on requests.
- Collaborated with cross-functional teams to streamline processes, reducing response time for customer inquiries.
- Maintained product knowledge to provide informed recommendations, improving customer trust and loyalty.
- Conducted regular training sessions for new team members, fostering a supportive learning environment and boosting team performance.
- Analyzed customer feedback to identify trends, implementing changes that enhanced service delivery and operational efficiency.
- Managed escalated customer complaints with empathy, achieving successful resolutions and restoring client confidence.
- Developed and maintained comprehensive FAQs and support documentation, improving self-service options and reducing inquiry volume.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
GED - Basic
Highland High School
Salt Lake City, UT06.1996
Skills
Customer service training
undefinedAdditional Information
Very resilient leadership skills management skills team player positive attitude in the work environment always go the extra mile data entry certificate cashier's experience catering experience determined to do my best and go the extra mile as an employee pure and team player
Certification
Data entry certificate
Timeline
Collections Manager
Wells Fargo
02.2023 - 01.2024
Customer Service Manager
CUTCO
06.2020 - 07.2022
Cashier
Five Below
10.2013 - 02.2018
Customer Service Cashier
Home Depot
07.2010 - 03.2012
Catering Assistant
Strategic Staffing Solutions
03.2005 - 05.2009
Data entry certificate
08-1998
Customer Service Representative
Prestige Financial Services
01.1998 - 02.2005
GED - Basic
Highland High School