Manager Service Representative
Resume:
Stephanie Garcia
Miramar, Florida
***********@***.***
Dear Hiring Manager,
In my 12 years of employment at United Collection Bureau, Inc., I have enjoyed all aspects of the collection industry. However, I am seeking a career change for personal ambitions. I am excited in furthering my exposure in a new field and am confident that the knowledge and experience that I have obtained during the years, will continue to grow and develop. I am very dedicated and goal oriented. I believe in working smart and hard and am always open to learning something new. I'm applying for a position at your company. Based on the posted description, I'm confident that I am fully qualified for the position and will be a strong addition to your team. I would appreciate a job interview at your earliest convenience. Please find my resume enclosed. Respectfully,
Stephanie Garcia
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Professional Skills
Intermediate skills include Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, Visio, AS/400, CUBS, Kronos timekeeping, new hire paperwork, employee relations, new hire orientation, handling of company benefits, staff training, recruiting, supervision, vendor management, liaison, client services, fluent in both English and Spanish, enthusiastic, trustworthy, honest, dependable, outstanding listener, hard worker, ability to cooperate and follow directions, fast learner, self motivated, professional in appearance, strong work ethics, ability to multitask to meet and exceed deadlines, ability to maintain strict level of confidentially, analytical thinking, excellent written and verbal communication skills as well as problem solving techniques.
Experience
United Collection Bureau, Inc. Davie, FL June 2007 – July 2019
Client Relations Administrator – 4 years – As primary liaison, building and development of strong working relationships with client contacts and management, effective oversight of client projects and responsible for client satisfaction, maintaining client communication, overall management of client relationship and retention. Responsible for completing weekly and monthly departmental reports. Coordinate, organize and execute audits and reporting. Proactively reviewed and answered consumer complaints primarily inquiries from regulatory bodies (i.e. CFPB, BBB, Attorney General Office etc.) Served as primary contact to drive a business management relationship by complying and responding to client inquiries primarily over the telephone and email. Proactively identified internal processes and improvements through support in research and resolution of problems and effectively oversee the implementation of change and measure the level of compliance and improvement (process of which was governed by the Change Management Committee stakeholders included COO, VP of Operations, Client Relations Administrator and Director of Operations). Worked closely with various departments/divisions and participated in projects as they relate to process improvement, regulatory changes, system enhancements, or changes to business practices, responsible for creating and distributing meeting agenda and maintaining records of meeting minutes.
Office Manager/HR Representative - 4 years – Oversee daily office operations of 180 plus employees, liaison between senior management and employees, investigated and resolved employee grievances and concerns, provided counsel to management regarding employee relation issues including discipline, terminations, managed and implemented human resources polices and procedures for organizational development, reconciled and recorded monthly attrition report, established and maintained employee files reflecting salary increase/decrease, I9, W4, demotions, promotions, disciplinary notices, managed Kronos timekeeping (time-off request, adjust miss-punches) hired, trained and supervised staff, maintain the business office supply inventory.
Assistant Office Manager/Client Services - 3 1/2 years - Perform various administrative functions for assigned accounts, such as recording address changes, dispute claims, validation of debt, bankruptcy notices and purging the records of deceased customers, maintain documents, records and files in 3
accordance with regulatory guidelines, process administrative functions such as mass mailings, client database management, filing, scanning, creation of reports/spreadsheets and completion of special projects as needed. On occasion provided back up coverage for the office manager.
Receptionist - 2 years – Greet visitors and adhered to visitor security badge requirements, receive and direct multiple incoming telephone calls on a multi -line telephone system, document accurate and complete messages, prepare, retrieve, sort and distribute mail courier and delivery packages City Furniture Tamarac, FL September 2006 - June 2007
Customer Service Representative – Handle inbound calls in a call center environment, provided assistance to customers regarding delivery experience and product satisfaction, completed up sale services, rescheduling delivery dates, responding to customer concerns, using sound judgment to provide resolution or escalating to management where appropriate. Worked with the service technicians and sales division regarding delivery issues (returned products, changes in delivery time) scheduled furniture inspection and repair requests through appropriate warranty vendors. Colonial Bank Hollywood, FL April 2006 – August 2006
Teller Floater – Facilitated banking transactions including but not limited to check cashing, account deposits/withdrawals, loan/mortgage payments for commercial and regular customers, reconciled cash drawer at the end of each shift with 100% accuracy, provided account data and identified sale opportunities, prepared, sorted, and distributed CTR (Currency Transaction Reports) for currency transactions over $10,000.00. opened and balanced the vault, ordered and verified shipments to and from the Federal Reserve.
Metro PCS, Pembroke Pines, FL February 2006 - April 2006
Customer Service Representative – Greet customers in a timely and positive manner, created a positive sales/buying experience, identified customer needs and provided information related to products and services, handled all administrative aspects of each sale including paperwork to establish service, accepting customer payments and filing completed orders. Office Depot Pembroke Pines, FL August 2005 – February 2006
Cashier – Maintained a positive and friendly attitude towards customers and fellow team members, engaging with customers through smiles and greetings, offering product information, providing selling suggestions, accurately processing cash register transactions, inputting product costs, giving back change, processing checks, debit and credit cards, checks, refunds, product coupons and gift certificates, Keeping clean, neat, and orderly check stands and work areas, ordering and stocking general department products, rotating them as necessary to ensure quality and safety, helping maintain merchandise displays, floor displays and aisle displays, validate counts and reconcile daily balances at the completion of shift.
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Education
Miami Carol City Senior High
Diploma acquired June 2005
Graduated with a 3.2 GPA
FBLA Association member
References
Larry Griffey, professional colleague at United Collection Bureau, Inc. 12 years 954-***-****
Rosa Avila, professional colleague at United Collection Bureau, Inc. 7 years 954-***-****
Colleen Bajoo, professional colleague at United Collection Bureau, Inc. 4 years 754-***-****
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