Customer Service Manager

Maria Blanca Sarmiento

**** ***** ***** ***** *********, Texas, 75134

Cellular: 214-***-****

Email: ***************@*********.***

SUMMARY

Commercial Collections Representative with over 16 years of Collections experience.

Areas of expertise include conflict resolution, negotiation, credit risk assessment. Proven

ability to handle difficult customer interactions with tact and diplomacy, meet collection

department goals and objectives. Detailed oriented with strong problem-solving,

professional communication, interpersonal and teamwork skills. Fluent in English and

Spanish.

OBJECTIVE

To obtain a position with the solid company where I can utilize my knowledge and skills

and be able to grow within the company.

PROFESSIONAL EXPERIENCE

NTT/ VERIO Inc. Dallas, Texas, 7/2000 – 4/2009 Customer Financial Service Team

Lead

• Manage a portfolio of the top 150 accounts.

• Responsible for taking heavy inbound and outbound collections calls.

• Assisted management with updating daily the collection database tool.

• Trained all new collectors.

• Work troubleshooting tickets to assist customers with billing inquires.

• Considerable use of fax and email to correspond with our customers.

• Prepared manual letters to our clients.

• Offered payment arrangements.

• Processed payments via credit card, electronic fund transfers, wire transfers

• Documented collection activities and updated contact information.

• Prepared cancellation requests as per the terms of the contract.

• Approved suspension and reinstatement of service.

• Workout settlement proposal plans before sending nonpaid customers to a third

party agency.

• Created write off packages to a third party agency when exhausted all collection

attempted measures.

• Reconciliation of customer accounts.

• Approved and applied credits and adjustments.

• Assisted with the identification and application of the unidentified funds.

• Stuffed mail.

• Ordered office supply for our team.

• Skip tracing.

• Requested new user ids and badges for new collectors.

Prepared reports as needed to distribute to management department.

Transamerica Real Estate Dallas, Texas, 7/1998 – 7/1999 Collection Analyst

Great North American Companies Dallas, Texas, 1/1995 – 7/1998 Account Manager

Credit Watch Dallas, Texas, 1/1994 – 1/1995 Collection Representative

• Trained and mentored over 25 new collections reps to ensure they are comfortable

and competent on their roles.

• Acted as a resource desk to assist reps in reviewing and evaluating customer

accounts to determine applicable collection and treatment process.

• Implemented new collections procedures to reduce overdue accounts by 3%.

• Responsible for taking inbound and outbound collections calls.

• Prepared payment notices and explanatory letters, initiated treatment action such

as service disconnects and reinstatement of services.

• Researched and located customers, negotiated payment arrangements, settlements,

deposits and guarantees.

• Achieved the lowest percentage of “uncollectible” (accounts referred to Legal

Department or other collection agencies).

• Documented and maintained accurate and pertinent information on customer

accounts.

• Resolved conflict, investigated disputed amounts or discrepancies, calculated and

issued associated adjustments.

• Worked with internal departments such as customer service, sales department and

outside agencies regarding delinquent accounts, billing queries, disputes, service

requests, etc

• Processed payments via credit card, electronic fund transfers, wire transfers

and/or deposits on treatable accounts and reconciles accounts, documents related

to insolvency, bankruptcy, receivership, etc

• Investigated and resolved declined payments and returned checks.

• Compiled and presented collections related reports to management.

• Elected Collections Team Captain to lead special projects and represent employee

issues to management.

EDCUCATION

Accounting Mountain View College Dallas, Texas

SKILLS

PC Knowledge including MS Outlook, Word, Excel, Access, Arbor

Heavy Phone experience

Bilingual Spanish/Speak, read and write.

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