TERRY L. QUINTERO
Peoria,AZ
Summary
Results-focused professional bringing collections management, quality audits, and account support together in one role. Adds value through dispute resolution, payment facilitation, detailed recordkeeping, and cross-team communication, while using STARS-based analysis and KPI tracking to support consistent performance.
Overview
8
8
years of professional experience
Work History
Collections / Remediation, Quality Assurance Account Rep III
Discover Financial Services
11.2020 - Current
- Manage high-value, at-risk accounts, facilitating payments and program enrollments.
- Consistently achieved corporate KPIs while leveraging the STARS framework to optimize situational analysis and project execution.
- Managed client communications as the primary contact, addressing issues and sharing updates on new products or services.
- Collaborated with leadership to update stats, review disputes, and conduct accuracy audits, enhancing data reliability.
- Conduct comprehensive audits across CAR: Customer Contact Requests, APR, Programs, Secured Payments, Restricted States, Adjustments, Right Party, and Third Party Communication.
- Developed Excel trackers and reports for leadership, enabling monitoring of KPIs and identification of improvement opportunities.
- Lead coaching and mentoring initiatives, providing targeted development using Enterprise Coaching tools.
Accounts Receivable Clerk
Cintas
OKC, OK
09.2019 - 09.2020
- Oversaw collections process for past-due invoices using telephone calls, emails, and letters to recover outstanding payments.
- Managed past-due accounts through proactive calls and emails to ensure timely resolution.
- Conducted follow-ups on delinquent accounts per company policies to maintain account integrity.
- Assisted with payment posting, research, contractual changes, and customer support during the COVID-19 pandemic.
- Recorded customer payments to respective accounts to maintain financial accuracy. correctly to appropriate accounts.
Service Assistant Team Leader
Big Lots
Midwest City, OK
10.2018 - 02.2020
- Supervised customer service agents and cashiers, enhancing operational efficiency through effective team coordination.
- Oversaw rewards programs and merchandise handling, ensuring smooth daily customer service operations and positive customer experiences.
- Resolved escalated customer concerns and processed high-value transactions.
- Trained team members on service excellence and operational procedures, fostering a knowledgeable team to better assist customers.
- Provided excellent customer service to guests, resolving any issues in a timely manner with courtesy and professionalism.
Education
business courses -
Rio Salado Community College
Tempe, AZ05-2004
High School Diploma -
Chandler High School
Chandler, AZ05-1989
Skills
- Collections management
- FDCPA compliance
- KPI reporting
- Data analysis
- Reporting
- Audit review
- Performance improvement
- Customer relationship management
- Client retention
- Customer experience
- Dispute resolution
- Accounts reconciliation
- Training development
Personal Information
Title: TEAM LEADER, COACH, COLLECTIONS
AWARDS
Completed Agent Plus Program (2025) and earned certification as an Effective Coach., Recognized with Excellence Award and Pinnacle Award (2025) for outstanding performance.
LANGUAGES
English
Timeline
Collections / Remediation, Quality Assurance Account Rep III
Discover Financial Services
11.2020 - Current
Accounts Receivable Clerk
Cintas
09.2019 - 09.2020
Service Assistant Team Leader
Big Lots
10.2018 - 02.2020
business courses -
Rio Salado Community College
High School Diploma -
Chandler High School