Customer Service Sales
Resume:
MANUEL E. MANZANO
Chicago IL 60611
787-***-**** Celular
E-mail: **************@*******.***
SUMMARY OF QUALIFICATIONS: Bachelor Degree in Business Administration with major in Finance and a broad experience in customer service, credit analysis and collections. Looking for a position in a recognized firm that encourages development within the functional and operational areas of Finance, Collection, Credit and Customer Service. Candidate possesses excellent interpersonal skills, a great sense of work ethic, integrity and professionalism. Hard worker committed to professional development and organizational growth, able to strive under minimum supervision and with multiple responsibilities.
EDUCATION
University of Puerto Rico Bayamón, Puerto Rico
B.A., Business Administration, Major in Finance May 2003
EMPLOYMENT HISTORY
International Collection Agency Sept 2010-Present
Involved in assigned portfolios, investigation, researching and recommends appropriate solution.
Responsible for collection and repossessions.
Provide strategies as a consultant to assure delinquency goals of 3 Finance institutions.
Train new employees
Toyota Financial Service, Puerto Rico
Credit Analyst Sept 2009-Sept 2010
Complete loan applications, including credit analyses, summaries of loan requests and their approval.
Evaluate customer records, recommend payment plans based on earnings, savings data, past payment history and purchase activity.
Analyze credit data and financial statements to determine the degree of risk involved in extending credit or lending money.
Wholesale Analyst Sept 2008-Sept 2009
Conduct inventory audits daily
Verify all units sold and making collection efforts the same day at the dealer.
Monitoring and informing all activities and sensitive client information from the dealer to the Branch management team every day.
In charge of controlling all the inventory and sales during a takeover process.
Excellent knowledge of the audit process and of the requirements for a dealer to operate.
Senior Credit and Collections Representative August 2006-September 2008
Take ownership of account handling, maintenance, collection and liquidation for assigned portfolios. Evaluate and minimize loss exposure and provides customer-oriented service and problem resolution in accordance with the established guidelines.
Handle company repossessions and high delinquency accounts.
Accountable of negotiations with contractor agencies to achieve delinquency goals.
Train new associates on the Collection Department.
Support Credit Department on dealer's audits and credit contract discounting.
Achievements
Assigned to Field Collection from July thru September of 2008. Exceeded expectations, resolving 82% of assigned accounts on the first two months (102/124). Collections exceed 70K, which represented over 16K of company savings.
Winner of Kaizen Project 2009 - Project Proposal & Implementation: "Agency Effectiveness & Cases Log".
Recognized as Employee of the Year - Plant Wide, on 2007.
Tree times Employee of the Quarter during 2007 through 2008.
Recognized as Collector of the Year - Collection Department, on April 2008
Assigned to manage the most critical audit to a high level client on September 2007, resulting on a successful audit with no losses involved.
Successful implementation of an automated system for customer's letters and communication process.
Credit and Collections Representative May 2004 - August 2006
Accountable for accurate and timely handling of all aspects of customer account maintenance and transactions.
Involved in assigned portfolios, investigating, researching and recommending appropriate solution to resolve consumer issues while providing an excellent customer service.
Responsible for customer satisfaction with accurate decision making in a timely manner to fulfill customer needs. Includes taking proactive steps to prevent customer problems and providing information that anticipates the customer's concerns and questions.
Achievements
Exceeded the average of 20 calls per hour to 25 calls per hour.
Exceeded the average of 15% customer's payment promises per day to a 19%.
Achieved a record in low delinquency of 4.98% in December 2004, while the best record achieved before used to be 5.50%
Key player in kaizen group to find the root cause of a returned coupon book.
Consistently recognized in performance appraisals as a top team player.
Promoted to senior collector in less than 2 years due to exceeding expectations.
MAPFRE - Grupo PRAICO August 2003 - May 2004
San Juan, Puerto Rico
Insurance Agent
Promote, orient and advertise clients on Complementary Retirement Plans, Life Insurance, Accidental Insurance and Life Terms Insurance Plans.
Coordinate and conduct selling interviews to assure the inscription of new customers using efficient sales techniques such as persuasion and with excellent communication skills.
Prepare and submit customer applications.
Update the customers on their application status and maintain long-term communication with clients regarding their policies to assess for possible changes according to the market.
Achievements
Recognized in December 2003 and March 2004 as Salesman of the Quarter
Recognized in December 2003 as Best Salesman of the Month and winner of Most Valuable Player of the year.
SIGNIFICANT CAREER ACCOMPLISHMENTS
Seminar by Association of Lessors of Puerto Rico
Property Renting by Federal Programs - Subsidy Section 8 May 2005
Trainings and Development
•.Service Plus Training, Toyota Financial Service June 2005
•.Credit Training, Toyota Financial Service January 2006
•.Laws applicable to Collection Field January 2006
•.Customer Service Satisfaction January 2006
Contact this candidate