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Yocelin Fernandez
Tampa,FL
Summary
Dynamic customer service professional with experience at Maximus Federal, excelling in high-volume call environments. Proven track record in complaint handling and CRM software utilization, enhancing customer satisfaction and loyalty. Skilled in building relationships and negotiating favorable outcomes, ensuring clients' needs are prioritized and met effectively.
Overview
11
11
years of professional experience
Work History
Collections Agent
Valor intelligence processing
10002 princess pal ave, Tampa , Fl, 33619
02.2026 - Current
- Managed collections processes to recover overdue accounts efficiently.
- Negotiated payment arrangements with clients to resolve outstanding debts.
- Analyzed account histories to identify trends and improve collection strategies.
- Trained junior agents on best practices for customer engagement and collections techniques.
CSR
Maximus Federal
Tampa, FL
09.2018 - 03.2025
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
Leasing Agent
Cornestone
01.2016 - 08.2018
- Negotiated favorable contract terms on behalf of clients, ensuring their best interests were protected throughout the transaction process.
- Conducted thorough research on comparable properties within the local area, enabling informed decision-making regarding listing price adjustments when necessary.
- Streamlined communication with potential buyers, leading to faster sales and increased client satisfaction.
- Collaborated with professional photographers and videographers to produce high-quality visual assets for property listings, capturing the essence of each home and enticing potential buyers.
Education
Bachelor Of Accounting - Accounting
José Marti
Cuba2019
Skills
- Call center experience
- Customer focus
- Complaint handling
- CRM software
Timeline
Collections Agent
Valor intelligence processing
02.2026 - Current
CSR
Maximus Federal
09.2018 - 03.2025
Leasing Agent
Cornestone
01.2016 - 08.2018
Bachelor Of Accounting - Accounting
José Marti