Customer Service Sales Representative

Ana M Galaz, A Bilingual multi faceted Operation Supervisor well versed in

Customer Service, Home Mortgage Collections, Loan Modifications,

Foreclosure Prevention, 3rd Party Collections, FDCPA Regulations and

Employee Relations. A responsible professional who is capable of delivering

customer focused solutions.

Areas of Expertise: Operational Management, Staff Development,

Customer Service & Satisfaction, Enhancement Supervisory, Team Building

& Motivational expertise Collections, Foreclosure Prevention, Service

Enhancement, Advanced Computer skills, technology & social media

awareness, Bi lingual Spanish & English, verbal &

written.

The Law office of Michel K Sipes Elk Grove CA, Jan 2012 to Feb 2012

Collector Major Balance department Conduct outbound calls to debtors

nation wide with the intent to collect a debt while insuring compliance with

FDCPA and State regulations . Assigned to collect on unsecured delinquent

line of credit, medical bills and credit card debt. Research and investigate

accounts before negotiating acceptable payment arrangements with debtors

to collect total balance of debt. Responsible for updating accounts with

current contact information. Utilized the internet in skip tracing efforts to

locate debtors contact information and place of employment information. As

a new member to the collection team I managed to collect over 80% of

assigned account within the first 20 days of employment

Accomplishments: Won “STAR Performance” award in 2009 for excellent

performance Consistently achieve record high Collection rankings of 97%

$120%. Developed training programs for performance and conduct for #150

agents, Served on Special Task force in charge of turning around non

performing agents into high performing agents.

Professional Experience: West Asset Management Stockton, CA July 2008

to July 2011 Operations Supervisor Home Mortgage Collections department

Oversaw "Making home affordable" pre qualification department.

Oversaw daily operations for the customer service / collections/ loss

mitigation departments. Managed assigned team handling incoming/outgoing

calls from customers. Monitored quality of calls, product knowledge and time

adherence for assigned reps. Insure agents complied with federal and state

regulations. Insure entire team preforms according to clients guidelines.

Coach agents on areas in need improvement.

Assisted on escalated calls from concerned customers, reviewed loans and

expedited those based on the clients policy and procedure.

As a operations supervisor I excelled in creating a positive environment,

which resulted in high performance quality assurance scores.

.West Asset Management Stockton CA, December 2007 to June 2008

Team Lead Collector Conduct outbound calls with the intent to collect a debt

accounts from Wells Fargo, WAMU & Chase while over seeing and coaching

3 4 representatives to achieve a monthly total dollar goal. Responsible for

direct collections, payment negotiations, research, investigation & detailed

documentation in accordance with FDCPA regulations.

My exemplary performance lead to a promotion to Operations Supervisor in

July 2008

Collector (West Asset) February 2007 to December 2007 Assigned to collect on

auto deficiency loans. Responsible for locating debtors contact information.

Research, investigate and negotiate all aspects of debt collections. Received

Rookie of the month award in March 2007 after meeting set quota at 151%

and was awarded Top Performer in new hire class 2007. Promoted to

Collections team lead role in December 2007

IKEA East Palo Alto April 2006 to August 2006 Sales Representative in the

Cook ware department, responsible for providing excellent customer service,

assisting customer with locating merchandise and made recommendation

purchases, stocking and merchandising.

Education: HEALD Business College, San Joaquin Delta College Coursework

towards BA in Business Administration.

Menlo Atherton High School High School Diploma June 2004.

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

Cell: 209-***-****

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