Manager Customer Service

Ruth Mendez

***** ****** ***** **** 512-***-**** /

Austin, Texas 78748 ***********@*****.***

OBJECTIVE Management Communication Specialist

SENIOR SUPERVISOR/ TEAM LEADERSHIP/ EMPLOYEE- CLIENT SUPPORT / RESEARCH & INVESTIGATION PROBLEM SOLVING/

SUMMARY OF QUALIFICATIONS

Dedicated, efficient and detail-oriented senior professional manager who possesses a decade of diverse and increasingly responsible for daily review and follow up of court collection accounts, including the training and development of court collectors. Current four-year tenure as a High Value Court Collector Service Representative, became promoted to team lead, with in the third year and became a senior manager for collections team with Gila Corporation.

Currently supervise a 60-member court collections service team, ensuring multiple aspects of a highly responsible, solution-driven collection support are met or exceeded on a daily basis. Ensure team members establish contact with customers for the purpose of collecting delinquent funds past due to a final closure and or review alternatives for payments with clients. Subject matter expert in ensuring all legal and company efforts have been taken to collect accounts. Also monitor payments status on accounts to ensure written communication by the agents.

Maintain proper documentation of discussions from clients and set monthly pre-established goals relating to the collection of past due accounts.

Monitor and mentor team members and provide guidance in handling difficult or unusual situations. Analyze data for reports and other records. Assist less experience agents by clarifying or obtaining information. Participating in interviewing, coaching, and provide feedback to employees. Motivate employees with sales and psychology techniques to attain standards for quality and productivity in a dynamic and potentially highly stressful setting.

Assist in the development of programs and applications that aid research activities, Coordinate documentation of data entry procedures, reduce time; money; and manpower involvement, maintain and update files, document protocol procedures. Conduct monthly presentations to educate staff, communicate changes, enhancements, and new procedures that venture on success, relying on exemplary supervision, relationship management, and communication skills – including fluency in Spanish – to ensure organizational goals for customer satisfaction and department productivity are met.

OVERVIEW OF OPERATIONS MANAGEMENT APTITUDE

Project Coordination Strategic Planning Customer Service Team Leadership

Management Research Investigation Employee Relations

Interviewing Teaching & Training Performance Review Telephone Skills

Negotiation Oral Communications Scheduling/Organization Problem Solving

KEY QUALITIES & ATTRIBUTES

Efficient Adaptable Competitive Goal-Oriented Inquisitive

Independent Hard-Working Dependable Reliable Results-Driven

TECHNICAL APTITUDE

Proficient with MS Office and Applications (Word, Excel, Access, etc.)

Oracle-sales force, invoices

Get Paid-collections support

Titanium-collection support system

Internet web

MSB Pay systems taken over the phone

ADP Time

PROFESSIONAL EXPERIENCE

Gila Corporation (Austin) 2007-2011

INBOUND/OUTBOUND COURT COLLECTIONS MANAGER

Recruit, interview, select, train and manage a team of 60 call-center based court collectors who negotiate past due payments on fines, warrants, and citations. Provide assistance to agents for collection assistance. Currently providing support to 90 agents due to short staff. Handel escalated call takeovers, and when necessary provides clients with refunds. Combine fluency in Spanish with exceptional customer service skills to de-escalate/diffuse conflicts irate clients.

I have worked closely with debt back up unit as their supervisor when needed. Complete time sheets for both teams.

Epicor Software Corporation-collected via telephone and email for high dollar invoice. Oct 2011-to present

Recognized as Gila’s Corporation Top Performer of the month in 2010

Additional Tenures- Collection Manager –Support Kids 2002-2007/CSR Southwestern Bell 1971-2002

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