XAVIER ACOSTA
Phoenix,AZ
Summary
Seeking a position that offers professional growth, recognition of achievements, and the chance to make a meaningful impact on the organization's success. Committed to continuous development and eager to contribute skills and expertise to drive positive results. Demonstrates a strong commitment to delivering exceptional performance and exceeding expectations in all aspects of work. Ready to embrace new challenges and collaborate with a dynamic team to achieve collective goals.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Account Resolution Lead
Wells Fargo
Chandler, AZ
06.2022 - Current
- Upheld strict confidentiality when dealing with sensitive client information as per company policies and regulatory guidelines.
- Improved account reconciliation accuracy by implementing new tracking systems and tools.
- Investigated individual cases and formulated appropriate outcomes.
- Cross-Departmental collaboration to accomplish customer account resolution
- Served as final resource for resolving collection issues.
- Familiarity of laws related to debtcollection(e.g. FDCPA)Customer account review for resolution in preventative repossession effortsProvide customers with guidance in accordance to voluntary repossession process
- Elevated client experience via timely dispute and payment issue resolution.
Bilingual CCR II
Isagenix
05.2019 - 06.2022
- Consistently exceeded customer expectations with superior service.
- Successfully managed intricate customer issues using various communication methods.
- Managed account maintenance and ensured timely resolution for order fulfillment.
- Train newly hired Customer Care Representatives
- Educate members on policies and procedures as well as products, services and compensation plan
- Oversaw efficient transition processes following the Zija acquisition.
Healthcare Recovery Specialist
RevSolve
01.2018 - 01.2019
- Delivered stellar client support through clear and professional interactions.
- Examine account details to determine collections feasibility.
- Created individualized plans to address patient payment concerns.
Department Supervisor
Hennes & Mauritz
Chandler
01.2018 - 01.2019
- Increased sales by focusing on commercial strategies to achieve high profitability.
- Enhanced advisory skills of sales team through targeted objectives and regular feedback.
- Led execution of merchandising strategies for various campaigns.
- Adhered to all store procedures during daily operations.
Bilingual Customer Advocate
Verizon
01.2014 - 01.2017
- Managed substantial inbound and outbound call volume.
- Coordinate resolution of high-priority customer concerns.
- Coordinated the distribution of organizational growth enhancements.
- Delivered solutions through first-tier technical assistance.
- Monitored competitors by collecting data on marketplace pricing, promotions, and products.
Recreation Lead/Site Supervisor
City of Chandler
10.2008 - 06.2014
- Prepared policy frameworks governing city-wide initiatives, departmental activities and public events.
- Coordinated various programs and events.
- Leading onboarding and training initiatives for new hires.
- Streamlined facility operations and procedures.
- Reviewed and verified billing accounts accurately.
- Managed and organized major events.
- Managed reservations for park activities and beverages.
Education
Associate Of Business Administration - Busienss
Maricopa Community Colleges, Phoenix College
Phoenix, AZDental Assisting - Dental
Carrington College
12.2010
Diploma - General Studies
Gilbert High School
01.2008
Skills
- Over15 years of unwavering customer service Ability to solve complex issues Passionate about building brand loyalty and strong customer relationships Creative, detail oriented, flexible, responsive & eager to add value to your organization
Certification
Conflict, Confrontation and Communication
Customer Service Excellence
Everyday ethics
Valuing and Managing Diversity
CPR/FIRST AID
Languages
Spanish
Native or Bilingual
Timeline
Senior Account Resolution Lead
Wells Fargo
06.2022 - Current
Bilingual CCR II
Isagenix
05.2019 - 06.2022
Healthcare Recovery Specialist
RevSolve
01.2018 - 01.2019
Department Supervisor
Hennes & Mauritz
01.2018 - 01.2019
Bilingual Customer Advocate
Verizon
01.2014 - 01.2017
Recreation Lead/Site Supervisor
City of Chandler
10.2008 - 06.2014
Diploma - General Studies
Gilbert High School
Associate Of Business Administration - Busienss
Maricopa Community Colleges, Phoenix College
Dental Assisting - Dental
Carrington College