Customer Service Manager
Resume:
P. Rolando Avellan
**** ** ****** **. *** Diego, CA 92111 619-***-**** abngk3@r.postjobfree.com
I am self -driven professional with a commitment to excellence with expertise in a diversity of fields
within the finance industry including collections, loss mitigation, project management and client
relations. In addition to my academic training in Political Science (Bachelors Degree, San Diego State
University – December 2009), public service is my passion and I have successfully used it in my
career to improve business capability, reduce costs, increase efficiency and position my employer for
add-on services.
I am currently working in the Financial Industry where for the last three years I have been in
Management. My experience has been to apply many different skills such as policy adherence,
federal regulation adherence, analytical thinking, and management in order to deliver top caliber
services to ensure customer satisfaction and repeat business.
I am a dynamic, multicultural (trilingual), and goal-oriented individual that can use my work
experience and my academic training to become an asset to your organization.
ACADEMIC:
Throughout my academic career I have always worked full time and able to maintain my
work commitments while excelling in my academic performances (Dean’s List Fall 2008
for maintaining GPA over 3.5)
Participated in Political Campaign Internship (Sherri Lightner Campaign for City Council District 1 in
November 2008 election)
PROFESSIONAL:
Proactively manage projects from inception to completion including client relations,
satisfy project limitations, adhere to federal regulations and clients standards, control
and track performance.
With my current employer my responsibilities increased due to my performance. In 2006, with only 9
months with the company, I was promoted to Collections Manager. Furthermore in June 2008 I was
part of the implementation team as the company incorporated a Loss Mitigation division (see my
resume for complete job description)
Part of implementation teams as the organization has brought on board different Loss Mitigation
clients
In 2002, working for Convergy’s Corporation as a Customer Service Representative I was moved to
the “escalations” team to handle more difficult customers (see my resume for complete job
description)
PERSONAL/CULTURAL:
I’ve learned 2 new languages apart from Spanish, my first language (English and
Portuguese) and adapted to 2 different cultures (Western & European) in order to achieve
my personal and professional goals.
An internship in Lisbon, Portugal as an apprentice missionary and pursuing academic goals in the
United States has allowed me to develop an ability to adapt to new environments and perform under
unfamiliar circumstances
I welcome the opportunity to learn about your needs and discuss how my qualifications can best serve
your goals. I look forward to talking with you about the ways I can make a contribution to your
company.
Regards,
Patricio R. Avellan
P. Rolando Avellan
5887 Mt Alifan Dr. San Diego, CA 92111 619-***-**** abngk3@r.postjobfree.com
WORK HISTORY
January 2006 – Present Trilogy Capital Management, LLC
13475 Danielson St Ste 220 Poway, CA 92064
Positions: Collections & Loss Mitigation Unit Manager (October 2006 – Present)
Account Representative (January 2006- October 2006)
Loss Mitigation Unit
• Home Retention Unit Manager
Manage Production Floor of 40 to 50 Loss Mitigation reps and 4 Supervisors in a Call Center
environment
Interview and hire Loss Mitigation reps for high volume campaigns
Daily Interaction (liaison) with Clients
Responsible for organization’s production goals and continual review of production strategies to
ensure goals are met and clients are satisfied.
Set up training manuals and training classes for new hires
Coordinate with Bank (client) potential workouts for borrowers.
Manage Contact Management piece on Short Sale and Note Modification Campaigns
Evaluation of possible Loan Modification, Repayment Plans, Short Sale, Deed in Lieu options
Evaluate approximate DTI and LTV to qualify borrowers into appropriate plan.
• Report directly to President/CEO
• Project Manager for Contact Management Campaigns;
1. Bank of America/ Countrywide (pre approved Loan
Modifications)
Washington Mutual/ Fannie Mae (Short Sale, Asset Management Campaigns)
2. Fannie Mae & Freddie Mac – Making Home Affordable
campaign (www.makinghomeaffordable.org) different
servicers
Collections Unit
• outsourced to Agencies & Law Firms
Monitor and supervise
Training and FDCPA compliance at all
Collections operations
times.
1. Auto
Escalation Calls
Deficiency
Conduct employee reviews, new hire
Portfolio
interviews, and handle employee concerns
Charged off Credit Card Receivables
and issues as they arise.
• Review and track performances
Credit Bureaus Reporting (Issues,
of several portfolios
discrepancies, complaints)
Create and run dialer campaigns.
Review and track performances of portfolios
Account Representative - January 2006 – October 2006
• Auto Deficiency Portfolio
P. Rolando Avellan
5887 Mt Alifan Dr. San Diego, CA 92111 619-***-**** abngk3@r.postjobfree.com
Dismissed Bankruptcy Portfolios
• Review of Bankruptcy schedules for assets and employment verification
Direct negotiation with consumers about their outstanding accounts
Communication with insurance companies about policies on outstanding auto loans, title and lien
releases.
Communication with Mortgage companies as customers intend to refinance properties
Analysis of credit reports
• 2006 Collections: 1) Total $ 316,694.46 2) Average: $26,391 per month
Top Month: February 2006: Gross Collections $50,689
• Due to production & leadership skills, promoted to Unit Manager in October 2006
June 2005 – December 2005 CIR Law Firm
8665 Gibbs Drive Ste #150 San Diego, CA
Position: Legal Assistant/ Collections
• Analysis of credit reports
Working with clients to recover
Respond to escrow demands
funds from unsecured debt
• Clients: GE Capital, Waste
Negotiating and follow-up on payment
arrangements Management
Assist attorney with documentation before
and after the litigation process
Report satisfactorily to the clients and
Attorneys
Handling and preparation of law suits
Adhering to legal standards & FDCPA
procedures
August 2004 – May 2005 OEM Manufacturing and Sales LLC
969 Buenos Avenue, San Diego, CA
92110
Position: Account Coordinator
• situations for the company and customer
Ensuring timely delivery of
orders from suppliers in Asia to
•
domestic and foreign customers Clients: Mattel, Hitachi
Analyzed best selling and purchasing
P. Rolando Avellan
5887 Mt Alifan Dr. San Diego, CA 92111 619-***-**** abngk3@r.postjobfree.com
March 2002- June 2004 Convergys Corporation
3701 W. Loop 289, Lubbock, TX 79407
Position: Bilingual Customer Service / Escalation Representative
• Bi-lingual customer service representative for AT&T Wireless
Handled escalated calls on a regular basis, Escalations team.
Customer account maintenance, troubleshooting, sales of new products/services, problem solving.
Employee of the month – December 2003
Education
August 2007- December 2009 San Diego State University
San Diego, CA
• Bachelors: Political Science
3.5 GPA
Dean’s List Fall 2008
Volunteered for Sherri Lightner Campaign for City Council District 1 in November 2008 election
January 2006-June 2007 Mesa College
San Diego, CA
Prep for Major: Political Science
January 2002-May 2004 South Plains College
Levelland, TX
Associates Degree- Liberal Arts; May of 2004.
August 1999 – December 2001 Sunset International Bible Institute
Lubbock TX
Youth Minister Apprentice – Lisbon Portugal
Classes and trainings:
The Art of Persuasion. Technique for Top Collectors. ACA International. The
Association of Credit and Collection Professionals (June 07)
Hiring and Managing Employees. Score. Counselors to America's Small
Business References. (February 09)
P. Rolando Avellan
5887 Mt Alifan Dr. San Diego, CA 92111 619-***-**** abngk3@r.postjobfree.com
References
Carlos G. Arauz, Director – Human Resources - County of San Diego
1600 Pacific Hwy., Suite 207
San Diego, CA 92131
619-***-**** abngk3@r.postjobfree.com
Ismael Robles, M & M Financial Services LLC,
President
619-***-**** abngk3@r.postjobfree.com
Efren Limbag, CIR Law Offices, Associate Attorney at Law
8031 Linda Vista Rd
San Diego, CA 92111
Jim Bender, Roosevelt Drive Church of Christ, Minister
202 Magen Court
Richlands, NC 28574
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