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Keith Cavazos

Objective To obtain a career position with a progressive, reputable institution, moving towards a mutual goal

of growing the company and developing personal achievement.

Professional 6/13-9/13 AZDES-Division of Child Support Services/Safeway Co. Phoenix,AZ

experience Child Support Enforcement Officer 2

• Main point of contact for custodial / non-custodial parents, case workers, client

employers, third party non-interested parties, and Clerk of the Court personnel.

• Employed previously acquired skip-tracing and investigative knowledge, mastering set

objectives and progressive case management strategies in a very short period of time.

• Implemented an aggressive prioritization strategy based on previous case activity, or

lack thereof, consistently resulting in an increased number of right party contacts and

further development in the case for the department.

• Professionally and expediently managed a high volume of inbound calls while

maintaining my own set schedule for outbound calls and skip-tracing responsibilities.

• Safeway Corporate was an intermittent position, dealing with online technical support,

customer service, complaint and corporate risk management in a fast- paced inbound

call center.

7/12-3/13 Bank of America Phoenix, AZ

Credit Card Sales Specialist 2/ Customer Service

• Consistently performed at the top of my team and department, bridging a wide variety of

service needs into solutions/sales.

• Successfully managed risk while converting an exemplary percentage of

inbound/outbound calls ranging from simple card activation requests to more

complicated escalation calls, into sales.

• Excelled independently in the sales specialist role, motivating our team to hold the lead

in the department four months in a row, which led to being chosen to coach new and

existing team members.

• Maintained high quality/compliance scores with respect to federal regulatory law and

business unit procedures within Bank of America.

• Enjoyed the competitive and cooperative incentive structured environment, winning

many contests and exceeding departmental goals every month.

10/11-5/12 American Express Phoenix, AZ

Collections/Customer Care Professional/30-59 Day High Balance Accounts

• Reached out to small business and consumer card-members to negotiate total due

payment on past due accounts.

• Achieved and exceeded business unit metrics, driving business, and consistently

helping the centers international ranking.

• Responsible for and personally accountable for conducting financial transactions and

protecting sensitive client information.

• Integrated multiple service models while quickly analyzing and manipulating data across

several software platforms to maximize production in a fast-paced call center

environment.

8/08-01/10 Fireside Bank Phoenix, AZ

Collections Auto/Skip Tracing/60+ Day Delinquency

• Administered a revolving queue of sub-prime severely delinquent auto loan accounts.

• Prioritized 1st party collection methods ranging from heavy phones, mailings, field agent

support, and the creation and management of repossession assignments.

• Employed skip tracing methods and tools to locate delinquent account holders and Fireside’s

collateral.

• Consistently ranked in the top percentile of collection agents within the 60+ Day Delinquency

Department.

6/06-5/08 Wells Fargo Bank N.A (Home Equity) Phoenix, AZ

Home Mortgage Consultant/Direct to Consumer Sales

• Sole contact for customers applying for Home Equity Loans, LOC, and Home Equity Accounts

either online or by phone.

• Conveyed complete offers, identified customer perceived/unperceived needs, selling the

applicable product. Walked customers through entire applications and all stages of the loan

process to document signing.

• Assembled coordination with and implemented a network of loan processors, underwriters,

final audit -teams, branch managers, and bankers to complete the equity loan process in order

to ensure funding and customer satisfaction.

• Led an average daily pipeline of 75 active applications through all stages of the loan process;

prioritizing daily tasks to meet agreed deadlines set with customers while maintaining

departmental service level agreements.

10/05-6/06 General Motors Acceptance Corporation Phoenix, AZ

Collections Auto/Skip Tracing/45-120 Day Delinquency

• Managed a portfolio of approximately one million dollars in collectable accounts on a daily

basis.

• Expedited resolutions, ranging from collection of payments for GMAC to repossessions, with a

wide variety of customers and cases.

• Skip traced customers who went into hiding and initiated legal proceedings to recover the value

of GMAC’s collateral.

• Established network of contacts via telephone and software applications to complete set

objectives.

12/01-9/05 Pressure Point Recording Studios Chicago, IL

Marketing/ Management

• Contributed in many aspects of building a world-class music studio on Chicago’s Music Row.

• Managed client accounts and information. Bookkeeping/records.

• Construction and general trade experience included masonry, plumbing, carpentry, drywall,

electrical, painting, fire proofing, and sound proofing/ acoustics.

• After completion of studio, partnered in marketing, promoting, and motivational strategies for

new and existing talent in the studio.

• Used many software programs to facilitate daily operations including Microsoft Windows,

Macintosh, Access, PowerPoint, Excel, Adobe Reader/Flash and Photo, Pro-tools, Internet

research, and can type 40 wpm.

Education 2010-Current Arizona State University Tempe, AZ

Completing Bachelor’s Degree in Global Business

1998-2001 University of Arizona Tucson, AZ

General Requirements Completed for Advanced Placement in Business College

• Studied broad range of subjects including English, Math, Science, and Social fields.

• Particular interests included Finance, Economics, Business Management, Global Relations,

and MIS.

• Maintained a 3.2 GPA and an academic scholarship.

1994-1998 Cortez High School Phoenix, AZ

High School Diploma

• Graduated in the top 10 percent of my class with a 3.8 GPA.

• Completed the advanced diploma program.

• Accepted a scholarship award from University of Arizona for academic achievement.

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