Customer Service Representative
Resume:
Delores A. Leyva
Fontana, California 92336
818-***-**** ******@*****.***
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-***-**** ******@*****.***
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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