Walter Escobar
Director/Manager
Highlands Ranch,CO
Summary
Bi-lingual business professional dedicated to providing consumer and commercial service excellence. Highly motivated professional with 25 years of entrepreneurial and management experience. Skillfully creates and maintains professional and loyal relationships with co-workers, staff, and clients while managing administrative and sales employees. Comfortable working independently as a manager and leader and as a collaborative team member. Applies business acumen and experience and exercises decisive judgment to meet and exceed organizational goals.
Overview
18
18
years of professional experience
Work History
OWNER
AVESCO LIMITED FLOORING
01.2015 - Current
- As president and owner, in charge of handling sales, advertising, marketing, and day-to-day operations of flooring business.
- Oversaw Accounts payable and receivables, P&L statements, project & installation management, customer relations, material ordering and inventory tracking.
- Maintained relationships with existing clients by providing superior customer service.
- Oversaw budgeting and financial management.
- Negotiated contracts with vendors and suppliers.
- Developed strategic plans to increase profitability and efficiency.
- Place high emphasis on customer service and satisfaction.
- Managed sales presentations to promote product and brand benefits.
- Kept records for production, inventory, income, taxes and expenses.
- Determined pricing for products or services based on costs and competition.
- Identified new opportunities for growth, expansion, and diversification.
Colorado Area Director
Teph Seal Auto Appearance
Greeley, CO
09.2022 - 11.2023
- Improved productivity initiatives, managing budgets and accounts, coordinating and scheduling auto detail teams in various dealerships.
- Monitored employee work and determined benchmarks for performance indicators.
- Worked closely with vendors and suppliers, oversaw ordering and processing of chemical and automotive supplies.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Collaborated with senior leadership to develop long-term plans for growth in the area.
- Recruited, trained, and managed staff members across multiple departments within the area.
- Developed and implemented strategies to enhance operational efficiencies in the area.
- Monitored daily operations to identify any potential risks or issues that could affect the business objectives.
Call Center Manager
C.C.I. CORINTHIAN COLLEGES
01.2013 - 01.2015
- Supervised 25 direct reports who made inbound and outbound calls to students who required assistance with financial aid and student loans.
- Oversaw and monitored delinquency trending reports.
- Held meetings and team one-on-ones to discuss and implement new and current policies to help student aid, extensions, FAFSA, and educational loan management.
- Trained and evaluated employees, and followed up with employees on the virtual trainings as requested.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Ensured compliance with relevant laws, regulations and policies related to customer service operations.
- Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.
- Conducted regular meetings with staff to discuss issues or changes in processes or procedures.
Collections Center Manager
SATURN SYSTEMS
Denver, CO
03.2008 - 10.2012
- Oversaw collections operations on multiple commercial and consumer debts in face paced call center.
- Managed multimillion-dollar portfolio and ensured high collection calls and returns for various clientele.
- Oversaw bankruptcy, charge-offs, and prepped over 120 days of delinquent accounts for Legal review and action.
- Maintained open communication with clients, debtors, and Interoffice personnel.
- Motivated and led team members to work together to achieve targets.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Developed strategies to increase collection revenue within the center.
- Collaborated with senior leadership teams on initiatives that would improve overall operations at the center.
- Formed and sustained strategic relationships with clients.
- Reviewed financial statements collection activity reports to measure productivity or goal achievement.
Collections Call Center Supervisor
FIDELITY NATIONAL CREDIT
02.2006 - 04.2007
- Oversaw collections team tasked with making inbound and outbound consumer and commercial collections calls.
- Monitored calls and quality assurance to ensure optimal collections performance and adherence to all applicable collections laws and policies.
- Trained and evaluated employees on job performance and workflow.
- Conducted performance reviews of call center staff and documented results.
- Reviewed daily reports on call volume, sales, abandoned calls, and other statistics.
- Resolved escalated customer complaints in a timely manner.
- Assigned tasks to agents based on their skill set and availability.
- Maintained accurate records of all customer interactions using the company's CRM system.
- Ensured that agents complied with applicable laws regarding privacy protection, FDCPA, and all state and local agencies.
- Investigated difficult or complex inquiries from customers.
- Facilitated communication between departments to resolve problems quickly.
- Participated in hiring interviews and selection process for new team members.
- Updated customer accounts, addresses and contact information within call management databases.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Education
Bachelor of Arts & Sciences -
Suffolk University
01.1993
Skills
- Fluent in Spanish, proficient in French, Strong interpersonal & computer skills
- Business Management
- Regulatory Compliance
- Negotiation
- Talent Development
- Marketing
- Financial Management
- Territory and Account Oversight
- Project Management
- Sales Leadership
- Relationship Building
- Hiring and Staffing
- Operations Management
- Profit and Loss Analysis
- Client Service
Timeline
Colorado Area Director
Teph Seal Auto Appearance
09.2022 - 11.2023
OWNER
AVESCO LIMITED FLOORING
01.2015 - Current
Call Center Manager
C.C.I. CORINTHIAN COLLEGES
01.2013 - 01.2015
Collections Center Manager
SATURN SYSTEMS
03.2008 - 10.2012
Collections Call Center Supervisor
FIDELITY NATIONAL CREDIT
02.2006 - 04.2007
Bachelor of Arts & Sciences -
Suffolk University
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