Professional Summary

Skills

Work History

MICHELLE ROVIRA

**** ** *** ****, *****, FL 33055 (H) 305-***-**** acyghs@r.postjobfree.com Excelling at customer satisfaction and retention. Pre and post-sales support specialist. Flexible and hardworking in deadline-driven environments.

Credit, collection, recovery and spend enablement

decision making experience

Excellent communication skills in English & Spanish

(verbal and written)

Great interpersonal skills, mature and patience in handling difficult customers.

Good analytical skills with attention to accuracy

and detail.

Able to make sound decisions effectively and

promptly.

Able to work toward deadlines and handle multiple

tasks.

Ability to work under pressure with quick results

Knowledge of finance, mortgages and real estate.

Sales Skills

Account Manager / Inside Sales Specialist 12/2014 to Current Bank Of America – Coral Springs, FL

Serve as the primary escalation point for operational issues with each client in assigned portfolio; identify, analyze and resolve operational issues; communicate ongoing situation status to appropriate internal and external stakeholders; create and maintain operational tracking logs. Know and apply the stated contractual terms and commitments to ensure service level agreements for each client are met. Collaborate with client and internal stakeholders to set priorities that enable the client to achieve their goals and objectives. Develop and maintain relationships with key client contacts for each account within assigned portfolio. Utilize tools available to support performance monitoring and tracking to effectively manage the client relationship.

Develop a strong pipeline for new revenue growth.

Identify and solicit new revenue growth opportunities. Develop and maintain relationships with existing accounts and banking centers/key bank partners. Successfully schedule and manage appointments with clients. Attain monthly sales quota.

Self-source outside referrals and leads.

Contact with customers is primarily via phone and email Application support specialist 09/2013 to 07/2014

Seaboard Marine – Medley, FL

Acting as a liaison between the IT team and other departments Providing second and third tier technical support and resolution of internal and external customers/users on auto-provisioning application problems to resolve issues on bookings and bills of ladings.Troubleshooting and restoring technical service and equipment issues by analyzing, identifying, and diagnosing faults and symptoms using established processes, scripts, and procedures; help identify and analyze problem causes, patterns, and trends; recommend corrective action where appropriate.Performing data analysis using appropriate tools and system transactions to support recommendations. Simulating or recreating user problems to resolve operating difficulties; recommend system modifications to reduce user problems and identifies tools necessary for efficient problem resolution. Logging all incoming calls into problem-management database and help-desk systems; follow established procedures to document problems and recommends Education

Certifications

modifications to procedures as required. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Identifying customer concerns and resolving or escalating customer issues expediently and accurately within documented timeframes.Working in an operations environment with project managers and operations team in planning and directing multiple projects.

Credit/Collections Specialist 02/2008 to 08/2013

American Express – Plantation, FL

Customer service handling large flows of inbound/outbound calls Sales, collections, recovery and spend enablement decision making control, analyze and monitor card member spending through charge activities and to collect outstanding balances on delinquent accounts to minimize losses. Documenting bankruptcy information.

Negotiating settlements on accounts as necessary

Achieving specific performance targets based on effectiveness of outstanding balances collected, daily volume handled / productivity, call monitoring scores and most critical of all, adhering to the set of Compliance standards.

Making profitable spend decisions based on risk assessment and Card member profile. Effectively negotiate with a customer focused mind-set, and discuss alternate payment arrangements and repayment plans for customers in financial difficulty. Update and maintenance of customer information as well as investigation and follow-up on invalid contact numbers and returned mails.

Recommending cancellation, or suspend spending privileges where required, and communicating these actions to customers.

Raising recommendation to write-off handling fees, petty balances or penalty charges, when justified or necessary.

Recommending actions or activities for future developments / improvements of the department's performance to management.

Revenue Accounting 10/2005 to 09/2007

Carnival Cruiselines – Doral, FL

Handle large flows of calls inbound/outbound Applying payments to bookings, Researching payments, lost checks/ Money gram / Western Union /Quick Collects, Money transfers in order to make adjustments to incorrect bookings.

Preparing adjusting journal entries and accruals during month-end closings Working with operating groups to research and explain variances to forecast and budget Preparing monthly account reconciliations and follow up to clear reconciling items Assisting in the preparation of monthly financial reports for senior management Assisting management in preparing required schedules for internal and external auditors,Assisting management in preparing quarter and year end deliverables submitted to corporate Recommending and implementing automation and other improvement initiatives to streamlining month-end, quarterly and annual close processes

Providing subject matter expertise assistance in assigned areas to management and operating units Assist management with special projects

Performing other job related functions as assigned Licensed Real Estate Agent SL3295888: Real Estate

Gold Coast Schools - Doral, FL

Licensed CAM42003: Community Association Management Gold Coast - Doral, FL

Public Notary

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