Delores A. Leyva

***** ***** *****

Fontana, California 92336

818-***-**** acpjgv@r.postjobfree.com

Dear Sir or Madam:

The enclosed resume highlights over twenty years experience in collection/customer service. In my most recent position as Senior Supervisor with a company contracted with the State of California Court System, I hired, trained, and supervised a staff of approximately 20 in the collection of delinquent traffic tickets. In this capacity, I ensured a high level of accuracy and customer service. On my own time, I was enrolled in EZ Learn, a software instructional program covering a wide range of management and training skills.

Earlier on a continuous path of advancement with Nestle Waters North America, Inc., culminating with the position of Residential Collections Supervisor, I was responsible for the daily activities of a staff of 19. Each of these positions requires extensive interaction with top management and all levels of staff.

Due to budget cuts, the number of courts was reduced and my company reduced staff. My goal is to join a firm that requires the immediate use of the skills I have acquired. You will find me to be a customer-focused manager and highly effective leader with the ability to coach, motivate, energize, and develop subordinates to achieve goals. I have a proven record in managing a myriad of tasks simultaneously in a fast-paced environment and meeting critical deadlines.

I would appreciate the opportunity to discuss my background in greater detail in a personal interview.

Sincerely,

Delores A. Leyva

Enclosure

Delores A. Leyva

15556 Megan Court

Fontana, California 92336

818-***-**** acpjgv@r.postjobfree.com

Summary

Senior Supervisor with over twenty years increasingly responsible leadership experience in managerial, collection, and customer service functions.

Expertise in staff selection, training, and development; computer proficiency in STAR and Microsoft Office applications.

Experience

G.C. SERVICES Irwindale, CA June 2006 January 2013.

Senior Supervisor Responsible for the collection of delinquent traffic tickets in ten courts located in Los Angeles County for this company contracted to perform accounts receivable management for the court system.

Interviewed, hired, trained, and supervised 20 employees including one Senior Regional Superior Court Representatives (SCR s), nine Regional SCR s, and ten SCR s responsible for researching court records, setting court dates, adjusting errors, and collecting cash

Prepared work schedules for Regional SCR s and Master Vacation Schedule for the year to ensure staffing coverage for all time off including illness, leaves of absence, and vacation; submit biweekly payroll; conducted performance evaluations; and submitted disciplinary actions

Conducted monthly audits to ensure funds were secured and entered into the system, and proper procedures are followed for handling of up to $15,000 in cash each day; resolved any shortages/overages

Traveled to each court two times month to oversee staff performance

Interacted with court management to resolve any issues and escalated problems

Resolved defendant escalated problems

Issued gas cards for regional staff

Managed special projects including purge of accounts to ensure proper handling of adjustments

Supervisor Responsible for the collection of all delinquent traffic tickets in Central California Courts.

Interviewed, hired, trained, and supervised two Supervisors, approximately 17 SCR s and ten Floaters (relief SCR s); prepared work schedules for two Supervisors and Floaters

Scheduled vacations and time off requests for Los Angeles County and Central California SCRs; submitted Floater payroll

Traveled to oversee SCRs performance; conducted monthly audits of bank deposits

Interacted with court management to resolve any issues and ensure satisfaction

Resolved defendant escalated problems

NESTL WATERS NORTH AMERICA, INC. Brea, CA June 1977 April 2006.

Residential Collection Supervisor (2004-2006)

Responsible for the daily activities of the (Residential) Collection Department with 1.5 million accounts ($82 million in accounts receivable).

Hired, trained, supervised, and evaluated a staff of 19 including Lead, Collectors, and temporary staff in the collection of 60 to 120+ day delinquent accounts

Planned workflow; monitored calls; ensured a high level of customer service

Developed and implemented incentives

Resolved internal and external customer service issues and significantly reduced bad debt

Delores A. Leyva / 2

Experience

Lead Collector (May 2004-November 2004)

Managed the day-to-day activities of the Department.

Trained newly-hired employees; developed incentives

Created and developed a Training Group to function as mentors to new employees

Presented workshops in Call Quality 101 training program

Handled all past due employee accounts

Collections Representative (January 2003-May 2004)

Collected on 60 and 90 day delinquent accounts.

Achieved the highest average in Call Quality, second highest in collected payments

Contacted customers; arranged payment schedules; reconciled accounts

Resolved customer service issues

Coordinated materials for Beginning Journey, the new-hire training program

Senior Human Resources Administrative Assistant (January 2001-January 2003)

Performed human resource functions for Supply Chain Department in the Western Region.

Recruited and screened applicants; administered drug program

Conducted nationwide wage survey

Participated in the start-up of the Cabazon Plant: coordinated job fair and testing for new hires; developed and implemented training classes and meetings

Route Compensation Western Region Coordinator (February 1997-January 2001)

Coordinated revenue share program; calculated revenue generated by each route on the West Coast using Excel; prepared bonuses for Salesmen; met strict deadlines.

Visited 17 branches and interacted with leadership to ensure their understanding of revenue sharing; rolled out new Bank Deposit procedures

Updated RMS system to establish new employees on system

Conducted one segment of New Hire Class and conducted presentations regarding Benefits and Open Enrollment; responded to staff inquiries

Customer Service Representative (July 1995-February 1997)

Trained 200+ coffee service staff and provided customer service.

Responded to inbound calls for new coffee and water service, transfers, cancellations, and complaints

Coffee Service Administrator (October 1992-July 1995)

Handled daily sales calls for coffee products; instrumental in securing the return of industrial brewers from former customers, resulting in re-starting service and locating lost revenue.

Processed all payroll and prepared Commission Reports

Trained all coffee sales personnel on voice mail system

Branch Senior Clerk (September 1991-October 1992).

Office Manager (October 1984-September 1991)

Relief Branch Accountant (September 1981-October 1984)

Sales Audit (September 1979-September 1981)

Advanced from Bank Deposit Clerk (1977-1979) and Telephone Service Representative (1977).

Education

MT. SAN ANTONIO COLLEGE Walnut, CA General Education

AMERICAN MANAGEMENT ASSOCIATION Seminars

NESTLE WATERS NORTH AMERICA

Targeted Selection; and ongoing training in: Human Resources, Management, Customer Service, and Collection.

References Furnished Upon Request

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