Customer Service Sales
Resume:
Ana Paula Barros Freitas
Orlando, FL 32835
PROFILE:
• More than 15 years successful experience in Customer Service and Support with recognized strengths in account maintenance, problem solving and trouble shooting, sales staff support, planning/implementing proactive shooting, procedures and systems to alleviate problems.
• Total Quality Customer Service Professional.
• Solid computer skills. Excellent working knowledge using Microsoft Windows operating systems, Microsoft Office.
• Managed primarily foreign mortgage portfolios accounts in excess of 30 million dollars.
• Mortgage industry professional with loan-processing experience and a comprehensive knowledge of convectional loans.
• Conduct audits and variance analyses, process mortgage and maintenance, collections of accounts between 30-180 days bucket, maintain/update accurate accounting posting.
• Over 15 years of collections experience in both consumer and business to business collections.
• Results-oriented professional employing more than ten years progressive
Experience in high-end call center.
SYNOPSIS OF ACHIEVEMENTS:
Proactive planning led to notable increase in morale in all departments. Created customer satisfaction survey drastically reducing potential problems. Awards received: Most Deed Recovery Collected for September 1998, Top Collector for Pending and VOA Department 2000 and Outstanding Team Player for 2001. Top Collector for 2006 Southeast Region Apartment Guide
EMPLOYMENT:
06/2013-Present: SE Floors Orlando, Fl
• Handling delinquent accounts from 1-60 days past due.
• Customer Service
• Collections and posting of receivables
• Business to Business professional
01/2012-06/2013: SAFCO Orlando, FL
• Assist debtors bring their auto loan current. Receiving inbound and outbound calls through the dialer system. Perform skip tracing when necessary to find missing debtors. Negotiate with debtors effective payment plan and extensions to reduce delinquency levels; also responsible for maintain personal and department goals.
• Handling delinquent accounts from 1-60 days past due. Helping members on their loans details
• Take credit cards and check payments over phone.
• Loan due date changes
• Loan Deferments
• Top Collector of 2012
12/2006 -01/2012:
Wells Fargo Auto Finance Collector II Lake Mary, FL
• Assist debtors bring their auto loan current. Receiving inbound and outbound calls through the dialer system. Perform skip tracing when necessary to find missing debtors. Negotiate with debtors effective payment plan and extensions to reduce delinquency levels; also responsible for maintain personal and department goals.
• Maintained an average of 1.45% on accounts past due 60 days.
Wells Fargo Mortgage Loan Processor Lake Mary, FL
• Provide support to loan officer and underwriter teams by insuring the timely, judicious and accurate processing of mortgages. Review and verify borrower’s income,credit reports, employment histories, property appraisals and title insurance information to prepare loan applications for underwriting submittal. Ensure compliance with company policy underwriting guidelines and landing – program requirements.
4/2002 – 12/2006:
CSI Inc. – Orlando Apartment Guide Administrative Assistant
• Administrative operations of the office
• Collections and posting of receivables
• Coordinate accounts payable
• Produce in-house reports as required for the Publisher and sales staff
• Answering Phone Calls
• Prepare weekly summary reports for Regional Director
• Generating contracts for the sales staff
• Track Market employee’s sick / vacation time off
8/2000 – 4/2002: Time Shares Only Sales Consultant
• Inbound phone sales
• Sold advertisement for timeshare owners to help them resale their units.
12/1990 – 8/2000: CFI – Westgate Resorts Skip Tracer-Senior Collector
• Handled over 3800 individual accounts in South and North America
• Performed skip tracing for the collections department
• As a Senior Collector quickly and effectively solved customer challenges
• Handled escalated calls
• Maintained quality control and satisfaction records
• Constantly sought new ways to improve customer service
• Was part of the team that created CRM ( Customer Record Management)
• Assist manager and supervisors with monitoring of the agent calls for training purposes
Education: Completed High School in Recife, PE - Brazil
Tri-Lingual: Fluent in English, Portuguese and Spanish
References: References provided upon request
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