Customer Service Manager
Resume:
Loretta A. Perez
***** ********* ** ********, *******
Home: 760-***-****
Cell: 760-***-****
*****.*******@*****.***
Profile
Recovery Officer II charge off and collections professional offering versatile office management
skills and proficiency in Microsoft Office and Excel. Strong problem solver who readily adapts to
change. I am able to exceed expectations, work independently and in team settings. I can handle
multiple priorities and meet tight deadlines without compromising quality.
Key Skills
Recovery Officer Charge Offs
Collections Customer Service
Modifications/Extentions Negotiated Sales
Skip Tracing Call Center
Experience
Alaska USA Fed Credit Union Recovery Officer II/Special
Credits
Apple Valley, CA
03/12 to Present
Duties: Collections 90 days to 15 yrs., daily interaction, cold calls, general office, customer service.
AR/AP,
FDIC regulations adherence,. First time resolution. Review delinquent accounts and determine the best
actions to secure the account. Comply with FDCPA and Right to Privacy Act . Communicate with Recovery
Supervisor regularly regarding collection negotiations /delinquency tends, accounts in queue and problem
accounts. Maintain up to date documentation for all accounts. Perform skip tracing and door knocks to
locate
customers and collateral. Programs used: Symitar, Webex/OTG, APRO, Lexis Nexis, Shaw collection
programs.
Alaska USA Fed Credit Union Control Officer
I/Special Credits
Apple Valley, CA
05/10 to 3/12
Duties: Collections 0 to 90DPD, daily interaction, cold calls, general office, customer service, Mid/Late
stage,
modifications/extensions, negotiated sales, payoffs, and FDIC regulations adherence. Review delinquent
accounts and determine the best actions to secure the account. Comply with FDCPA and Right to Privacy
Act.
Communicate with Control Officer Supervisor regularly regarding collection/delinquency tends, accounts in
queue and problem accounts. Maintain up to date documentation for all accounts. Perform skip tracing to
locate customers and collateral. Programs used: Symitar, Webex/OTG, APRO, Lexis Nexis, Shaw collection
programs.
Account Temps /Robert Half Inc. Control
Officer/Collections
Apple Valley, CA
12/09 to 5/10
Duties: On assignment temp to permanent position collections for Alaska USA Fed Credit Union in Apple
Valley, CA.
Westland Commercial Administrative
Assistant/Leasing Agent
Victorville, CA
5/09 to 11/09
Duties: Administrative Assistant/Leasing Agent, cold calls, typing, filing, research Potential
tenants/clients,
set-up meetings, general office. Market property by advertising vacancies, identifying and approaching
prospective tenants; distributing marketing materials; greeting drop-ins; preparing and submitting
proposals
responding to inquiries. Walking local/regional shopping centers to identify prospective tenants;
following up
via telephone and written correspondence to prospective candidates; conducting walk-around on our
properties; existing tenant relations. Programs: Word, Excel, XL Vista, Quick Books Premier.
Crossroads Equip. Lease and Finance Collections/Customer
Service
Rancho Cucamonga, CA
10/08 to 3/09
Duties: Collections 0 to 100 DPD, daily interaction cold calls, general office, Customer Service.
Collections
Mid/Late stage, AR/AP, deferments, FDIC regulations adherence, First time resolution. Review delinquent
accounts and determine the best actions to secure the account. Comply with FDCPA and Right to Privacy
Act.
Communicate with Collection Supervisor regularly regarding collection/delinquency tends, accounts in
queue
and problem accounts. Maintain up to date documentation online for all accounts. Perform skip tracing to
locate customers and collateral.
Wachovia Dealer Services LSC -
Risk Management
Ontario, CA
04/07 TO 10/08
Duties: Collection 5 to 50+, daily interaction with management team, prevent charge offs, maintain good
customer relations. Review delinquent accounts and determine the best actions to secure the account.
Comply with FDCPA and Right to Privacy Act . Manage portfolio of up to 300/mo. Maintain up to date
documentation online for all accounts. Perform skip tracing to locate customers and collateral. Maintain
acceptable levels of call volumes and promise to pays, Field Chase accounts as needed, work overtime as
required by management Knowledge of collections system, tools and practices required. Work with Money
Gram and Western Union to obtain payments from delinquent customers. Skip tracing done thru Fast Data,
Lexis Nexis, Imaging. Wachovia collection programs DMS, Itop.
Homefield Financial
Customer Service Associate
Irvine, CA
02/07 to 03/07
Duties: Customer Service for loan servicing department. Incoming/Outgoing calls to potential clients.
Create
and process loan documents for home loan division. Incoming/outgoing mail of personal/confidential
documents to customer and corporate office. Prepare Federal Express documents, backup receptionist,
mail distribution, typing, filing, etc.
Wachovia Dealer Services LSC
- Risk Management
Ontario, CA
04/07 TO 10/08
Duties: Collection 5 to 50+, daily interaction with management team, prevent charge offs, maintain good
customer relations. Review delinquent accounts and determine the best actions to secure the account.
Comply with FDCPA and Right to Privacy Act . Manage portfolio of up to 300/mo. Maintain up to date
documentation online for all accounts. Perform skip tracing to locate customers and collateral. Maintain
acceptable levels of call volumes and promise to pays, Field Chase accounts as needed, work overtime as
required by management Knowledge of collections system, tools and practices required. Work with Money
Gram and Western Union to obtain payments from delinquent customers. Skip tracing done thru Fast Data,
Lexis Nexis, Imaging. Wachovia collection programs DMS, Itop.
Homefield Financial
Customer Service Associate
Irvine, CA
02/07 to 03/07
Duties: Customer Service for loan servicing department. Incoming/Outgoing calls to potential clients.
Create
and process loan documents for home loan division. Incoming/outgoing mail of personal/confidential
documents to customer and corporate office. Prepare Federal Express documents, backup receptionist, mail
distribution, typing,filing, etc.
Capital One Auto Finance Risk
Management Associate
Lake Forest, CA
09/05 to 05/07
Duties: Collections Mid/Late stage, Account Manager of up to 250 to 300 portfolio, research, AR/AP,
deferments, FDIC regulations adherence, customer service, first time resolutions, customer service,
general
office, etc. Review delinquent accounts and determine the best actions to secure the account. Comply with
FDCPA and Right to Privacy Act. Communicate with Collection Manager/ Supervisor regularly regarding
collection/delinquency tends, accounts in queue and problem accounts. Maintain up to date documentation
online for all accounts. Perform skip tracing to locate customers and collateral. Maintain acceptable
levels of
call volumes and promise to pays, Field Chase accounts as needed, work overtime as required by
management. Knowledge of collections system, tools and practices required. Work with Money Gram and
Western Union to obtain payments from delinquent customers. Skip tracing done thru Fast Data, Lexis
Nexis.
Smart Homes
Customer Service Associate
Irvine, CA
05/05 to 08/05
Duties: Order Entry, Account Manager, customer service, billing, shipping, research products, referrals,
tech
support, import/export, etc.
Bank of America Sr. Customer
Service Card Services
Pasadena, CA
09/99 to 12/04
Duties: Sr. Customer Service Account Manager, call center environment, AR/AP, implement research and
resolve customer issues, first call resolution, management clearance, team player, multi-tasker, diehard
CSR.
PSR-Human Resources for 2 yrs., benefits, payroll, generalist liaison, update/research personal
information
for associates.
Education
Montebello Senior High School
Montebello, CA Diploma
References are available upon request.
Contact this candidate