Customer Service Manager
Resume:
Jennie Becerra
***** * ***** **, *******, AZ ****6
******.*******@*******.***
Experience
Progressive Leasing
Supervisor, Customer Service / Merchant Support
Glendale, AZ
Nov ’14 - Present
Supervised a team of 15 to 25 bilingual customer service and merchant support representatives.
Created a Spanish department within the company
Certified and trained bilingual representatives
Created documents for bilingual representatives to help communicate and improve relationships with our merchants and customers
Lead a team of 12 bilingual customer service representatives by coaching, evaluating, and developing all team members by creating development plans to align business goals and personal career paths
Conduct periodic team calibrations as well as Spanish calibrations
Coached agents in English and Spanish to help improve efficiency and quality service
Provide great merchant and customer service experience, while maintaining my personal goas as well as team goals such as QA and Handle Time (AHT)
Help motivate, give recognition, coach agents as well as assist my manager with developing training strategies for training and calibrations purposes
Nationwide Financial Group Inc.
Supervisor, Collection Manager
Tempe, AZ
April’11 – May ‘14
Managed first, second and third party collection loans
Supervised and trained new representatives
Created a training workshop to help with development plans to align business goals and personal career paths
Verified and gathered information utilizing internet skip tracing sources such as Accurint, and CBC to locate consumers and determine what accounts were eligible for payment
Advised consumer of outstanding balances to negotiate arrangements to accounts into a paid in full
Attained my personal monthly goals consistently by over exceeding my monthly goal on average by 180%
Helped develop agents closing skills in English and Spanish while complying with the company policies and procedures, as well as complying with the Fair Debt Collection Practices Act (FDCPA)
Rent Collect Global/IQ Data
Supervisor, Collections Manager
Tempe, AZ
August’09 – April ‘11
Lead a team of 15 agents in 1st party collections by conducting group training sessions in English and Spanish, while complying with the company policies and procedures as well as complying with the Federal Debt Collection Practices Act (FDCPA).
Created training packets in English and Spanish, created presentations based off the collection reports to help develop agent’s business skills and ensure to maximize their personal goals as well as the company’s business goals.
Helped train agents to properly skip trace consumers, to help in locating consumers effectively while maintaining within Fair Debt Collection Practices Act (FDCPA)
Attained my personal monthly goals consistently by over exceeding my monthly goal on average by 165%
Nationwide Credit Inc.
Collections Manager
Tempe, IL
May ‘12 – Aug ‘12
Managed 1st, 2nd and 3rd party credit card collections such as Chase, Discover, and Bank of America
Applied local, State and Federal law practices such as the Fair Debt Collection Practices Act (FDCPA)
Managed direct communication with law attorney’s such as bankruptcy, and debt settlement attorney’s dealing with debt bankruptcy claims
Attained and exceeded company and personal goals each and every month by 140%
Education
Remington College
Medical Assistant Degree
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