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Customer Service Sales

Location:
Boca Raton, Florida, United States
Posted:
October 31, 2016

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ALFONSO L. ALVAREZ-CARRILLO

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

Coconut Creek, FL 33073

(561) ***-****

acxbd9@r.postjobfree.com

ACCOUNT EXECUTIVE – SALES PROFESSIONAL

Dynamic Account Executive – Sales Professional with combined experience in banking and Financial Services. Also, Collections and Call Center Operations experience. Open-minded professional recognized for creative thinking and effective problem-solving, outstanding relationship-building skills with Customers, Team Members and Vendors.

Computer proficiency in MS Office, Word, Excel, PowerPoint, Outlook and Internet

Translation-level fluency in English and Spanish

Experience in identifying new prospects, cold calls and develop sales penetration in territory assigned to yield revenue growth

Develop and implement sales strategy to drive new business

Develop key contacts and business relationship (Commercial, B2C and B2B)

Strong organizational, time management, logistics, forecasting, negotiations and communication skills

Publications Distribution and Logistics, Customer Service Management, Collections, Banking and Financial Services, Foreclosure Litigation, Payroll, Sales, and Call Center Management

CORE STRENGTHS

Sales

Customer Relations and rapport

Publications distribution

Route logistics

Customer Financial Portfolio Management

Customer Credit Scoring

Business Process Improvements

Proposal Development and PresentationNetworking capabilities

Accounts Receivables

Quality Control

Inventory Control

Debt Consolidation

Training & Development

International Customers Financial Portfolio Management

Procedure Development

Strategic Planning

Budget Management

Cost Reduction Strategy

AREAS OF EXPERTISE

Sales

Generated face-to-face sales with International Customer from Latin America

Promoted the best in-house products to all Customers

Proficient in Upsales to increase revenue and Customer satisfaction

Researched best sales practices to benefit the Customer and the company

Developed and conducted Executive Presentation, Proposal Development and Presentation, Vendor Negotiations, Business Process Improvements, Staff Training and Staff Mentoring

Generated legal and other documents of Customers to help them achieve the best possible settlement while negotiating Customer Accounts modifications

Worked with Information Technology Department to acquire and implement the proper technology, including telephony system, required to manage portfolios.

Offered banking products, such as, CDs, IRAs, Money Market Accounts, Savings and Checking Accounts

Publications Distribution & Logistics

Managed Newspaper distribution and delivery staff

Managed distribution logistics

Performed account collections for the Newspaper

Focused on generating circulation by cold-calling and door-to-door sales

Customer Service/ Call Center Operations

Performed customer portfolio analysis to provide better options for customers and to retain business

Management of Financial Portfolio for Domestic and International Customers

Created contact leads that generated new business

Followed up on existing accounts in reference to customer service and maintenance

Managed Customer Service Staff

Customer service in-bound and out-bound call center in Spanish and English queues

Call Centers Operations and Logistics

Real Estate Management & Service

Worked on Foreclosures litigations

Mortgages modifications & Litigations

Loans modifications consulting and loan legal arbitration

Forbearance plans

Deed-in-lieu, Cash-for-keys and Short Sales programs for Mortgages

Prepared clients for Court appearances and summons procedures

Made contact and built rapport with various attorneys and clients

Contacted Customers to reassure, coach and review future settlement opportunities

Contacted plaintiff attorney and set up negotiations in good faith

Completed the Real Estate Agent class at Palm Beach State University. Waiting to receive the State License

Banking & Financial Services

Credit Card Portfolio Management

Loans

Prime Equity Lines

Individual Retirement Accounts

Certificate of Deposit

Regular Checking & Saving Accounts

Consumer & Commercial Loans

Collections & Debt Management

Debt Consolidations

Credit Scoring

Credit Reporting (Equifax, Transunion & Experian)

Knowledge of FDCPA

knowledge of International Association of Professional Debt Arbitrators (IAPDA) practices

Credit card portfolio acquisition negotiations

Operations

•Ability to generate weekly outlooks, month-end journal entries and reporting.

•Performed quarterly forecast build-ups, reserve analysis and presentations on a weekly and quarterly basis

•Generated weekly outlooks, month-end journal entries and reporting

•Worked on managing Payroll

•Managed Account Receivables and Payables

•Developed best possible arrangements to respond to Legal arbitrations

•Maintained meticulous documentation of all correspondence, written and verbal and a working as well as rules of civil procedures.

•Contacted clients for approval of settlements and ensure payments are authorized

•Maintained Payment system updated and Customer economic profiles

•Performed Quality Control and Inventory Control

•Set up all the external and internal communications, including letters and documentation to be sent out for Collection purposes as required by Law.

•Developed and implemented all appropriate policies and procedures for Collections Department.

•Trained all personnel in the new policies and procedures. Performed Credit Reporting (generation and analysis) from Equifax, Experian and Transunion as well as Fraud Prevention and Investigation.

•Managed the in-bound and out-bound calls’ team

•Served as the liaison between in-house Attorneys and Costumers for litigation

•Worked with Fannie Mae and Freddie Mac government-funded customers to assist them in obtaining resolution on their mortgage loans

•Prepared and conducted Management presentations to Fannie Mae and Freddie Mac representative for types of Loan Resolution Programs.

•Performed Customer Service functions and managed In-bound and out-bound Customer calls in the Call Center

•Conducted internal staff meetings to generate business improvement ideas to retain customers and generate new business

•Prepared staff motivation presentation to train them in customer relations.

EXPERIENCE

Collections Management Systems

Deerfield Beach, FL

Payment Processor and Administrator

Nov 2012 – Jan 2016

Responsible for processing all payments via credit cards, ACH over the phone and all physical checks that arrived by regular mail.

Worked with Business to Business on resolving their lease issues

Responsible for maintaining the system up-to-date and managing the staff.

Responsible for submitting all required documents, such as, settlement letters, leases and payoff letters to Customers and Businesses

Handled inbound/outbound calls making contacts to resolve charged off Commercial and past due medical accounts.

Keeps records of dollar collected on a daily basis, handled escalated calls.

GHS Solutions/Aegis Communications Group, Inc.

Boca Raton, FL

Account Coordinator and Arbitrator

Jun 2010 – Jun 2012

•Responsible for reviewing Summons and Legal documents of clients to help them achieve the best possible settlement on their credit card balances.

•Made contact and built rapport with various attorneys and clients.

•Prepared clients for Court appearances and summons procedures.

•Contacted clients to reassure, coach and review future settlement opportunities.

•Updated system with all accounts that are in payment arrangements to be paid out to Law Firms.

•Updated client's current economic profile, nature of hardship and source of income.

•Developed the best possible arrangement to respond to the Legal complaint.

•Contacted plaintiff attorney and set up negotiations in good faith.

•Maintained meticulous documentation of all correspondence, written and verbal and a working knowledge of International Association of Professional Debt Arbitrators (IAPDA) practices as well as rules of civil procedures.

•Contacted clients for approval of settlements and ensure payments are authorized.

First Credit Financial Services

Boca Raton, FL

Collection Manager

May 2009 – May 2010

•Managed the acquisition of Credit Card Portfolios. Conducted credit card portfolio acquisition negotiations

•Acquired and implemented the technology, including telephony system, required to manage portfolios.

•Set up all the external and internal communications, including letters and documentation to be sent out for Collection purposes as required by Law.

•Developed and implemented all appropriate policies and procedures for Collections Department.

•Trained all personnel in the new policies and procedures. Performed Credit Reporting (generation and analysis) from Equifax, Experian and Transunion as well as Fraud Prevention and Investigation.

•Managed Account Receivables; the in-bound and out-bound calls’ team, and was liaison between in-house Attorneys and Costumers for litigation.

Ocwen Loan Services, LLC

West Palm Beach, FL

Loan Resolution Consultant

Mar 2007 – April 2009

•Performed mortgage modifications, forbearance plans, payment adjustments, Deed-in-lieu, cash-for-keys and short sales programs for customers facing foreclosures and property sales.

•Worked with Fannie Mae and Freddie Mac government-funded customers to assist them in obtaining resolution on their mortgage loans.

•Prepared and conducted Management presentations to Fannie Mae and Freddie Mac representative for types of Loan Resolution Programs.

•Worked in the Customer service in-bound and out-bound call center in Spanish and English queues.

•Loans modifications consulting and loan legal arbitration.

Wachovia Bank, N.A

Miami Springs & Boca Raton, FL

Financial Specialist

Sept 1993 – Dec 2006

•Generated weekly outlooks, month-end journal entries and reporting. Also able to perform quarterly forecast build-ups, reserve analysis and presentations on a weekly and quarterly basis.

•Performed customer portfolio analysis to provide upsales options for customers and to retain business. Created contact leads that generated new business. Followed up on existing accounts in reference to customer service and maintenance.

•Offered banking products, such as, CDs, IRAs, Money Market Accounts, Savings and Checking Accounts.

•Performed Customer Service functions and managed In-bound and out-bound Customer calls in the Call Center.

•Conducted internal staff meetings to generate business improvement ideas to retain customers and generate new business. Prepared management presentations to implement different products in the market. Prepared staff motivation presentation to train them in customer relations.

EDUCATION

BA in Business Administration Management - University of Rhode Island

TRAINING

•Home Loans Modification Certificate - Ocwen Loan Servicing, LLC

•Sales Training Certification Wachovia Bank, N.A

•Customer Service Quality Control Certificate Wachovia Bank, N.A

•Management Skills Certificate (4 levels) Wachovia Bank, N.A

•People Skills Certificate Wachovia Bank, N.A.

•Customer Relations Certificate Wachovia Bank, N.A.

•Phase 2 Mortgage Lending Training Wachovia Bank, N.A.

LANGUAGES

Fluent in English and Spanish



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