Customer Service Manager
Resume:
Cesar Velez
San Antonio, **247, Texas, US
Mobile Phone: 210-***-****
E-mail: c ***********@*****.***
Fast Track management career marked by demonstrated ability to build peak performing teams and achieve cross-functional daily, weekly, semimonthly, monthly goals and objectives. Valued member of executive, senior and junior teams, contributing a seasoned and successful perspective, creating pragmatic strategies, coaching, development and implementation plans designed for maximum results not only in retail business, also outstanding customer service care and collections performance to reach all goals and objectives generating revenue for the company. CAREER PROFILE
Results driven in application of subordinates rights, skills and capabilities; with experience envisioning and leading Collections (early and late stage) and Customer Service teams, growing initiatives solidly in business and people management. Bachelor in Private Law (Mexican Laws)
Master in Law (Common and Business Law in Mexico)
Outstanding success in building and maintaining relationships with coworkers and key corporate decisions.
Exceptionally well organized with track record that demonstrates self-motivation, creativity and initiative to achieve and reach personal,team and job goals. Well experience in supervising routes, collection activities, customer care and personal management.
Full bilingual (writing, speaking and talking) English-Spanish PROFESSIONAL EXPERIENCE
OVATION SERVICES, LLC
8401 Datapoint Dr, suite 1000, San Antonio TX 78229 October 2015 until now
First Party Collections
Property Tax and Mortgage Collections Division (commercial, homestead and investment)
Customer Care and Insurance Division
October 2015 to present
Position: Sr. Collections and Customer Care Manager (inbound and outbound) First Party Collections and First Party Loan Servicing
*Training and developing new hires, leads and Team Managers on every inbound and outbound collections.
*Daily collections strategic campaign design (landlines, place of employment and cell phones)
*Front in collections (inbound and outbound teams) Accounts from 15 to 30 past due and 31+ past due.
*Accounts 61+, 91+, 121+ to 365+ days past due, offering Simple Payment Plans, Repayment Plans, Loan Modifications and Refinances.
*Accounts 121+ to petition draft, offering refinance and loan modifications, consolidating accounts through refinance process.
*365+ days past due to Foreclosure
*Monitoring floor and agent activities, silent monitoring (CMS systems)
*Mentoring Leads and Managers
*Responsible for 36 Agents, 3 Leads and 3 Managers
*Weekly evaluations and daily coaching
*Every other day calibrations
*Developing and coaching Leads and future Managers
*Monitoring Point System, MS and FICS System, AS400 System, Windows Office, Pivot Tables and Offline and Switch Board.
*Paragon Monitoring (clock in and out, breaks and lunches) for agents, Leads and Managers
*Second voice for agents, Leads and Managers.
*Floor walking
*Strictly monitoring of FDCPA practices and regulations
*Enforcing company policies and procedures
*Full bilingual
*Responsible for daily, weekly, semimonthly and monthly metrics
*Responsible for tracking possible and actual revenue losses
*Help Skip Trace department.
*Working in a close relation with Default Mitigation and Refinance Departments
*Tracking possible document deficencies with Underwriting and Auditing Department
*Pivot Tables and snapshot developing to help out department efficiency and goal metric achievements.
*Better Bussines Bureau and Texas OCCC complaints
*Insurance claim Check point of contact and disbursement
*Force place Insurance Claim Check approval and disbursement
*Bonus and Incentives systemic implementation
*Face to face customer interaction
*USAepay, Clear Payment System knowledge
*Bankruptcy regulations (chapter 7, 11 and 13)
CONN’S CREDIT
5002 Stemmons Rd, San Antonio TX 78238
May 2012 - October 2015
Position: Bilingual Collections Manager (inbound and outbound) First Party Collections
*Training and developing nesters (new hires) on fast pace inbound collections (1-15 past due accounts to first payment default)
*Front in collections (inbound and outbound teams) Accounts from 15 to 30 past due and 31 to 60 days past due
*Accounts 61 to 120 days past due, offering re age, refinance and extensions, fulltime and part time teams.
*Accounts 121 to Pre charge off accounts, offering refinance and settlements, consolidating accounts (outbound)
*Charge off accounts thru settlements
*Monitoring floor and agent activities, silent monitoring
*Responsible for 14 to 20 Agents
*Weekly evaluations and daily coaching
*Developing and coaching agents and future MIT'S
*Monitoring Noble System, BPA System, AS400 System, Windows Office, Offline and Switch Board.
*Second voice for agents, Floor walking
*Full bilingual
*Responsible for weekly, semimonthly and monthly metrics
*Responsible for tracking possible and actual revenue losses
*Help Skip Trace department.
WEST CORPORATION
2103 Universal City Blvd, Universal City TX 78148
May 2011 until May 2012
Position: Production Team Leader (PTL), Production Manager for PRESCRIPTION SOLUTIONS OPTUM RX project. Deals with AARP, UNITED HEALTH CARE, MEDCO, SECURE HORIZONS.
Medical insurance claims, Prior Authorizations, Medicare and pharmacy Mail Service Responsible for SW TX Customer Service Branch (Bilingual branch) Monitoring floor and agent activities
Responsible for 28 Agents
Weekly evaluations and daily coaching
Developing and coaching future managers
Monitoring CMS System, Nice System, Spectrum System, Qfinity, Iris and RxExpress. In charge of weekly quality calibrations for West to Prescription Solutions (Optum RX) Batching and account process
Bilingual unit supervisor.
Responsible for weekly metrics and semimonthly and monthly revenue Responsible for tracking possible and actual revenue losses Medical Collection 1 to 59 days past due.
TRS INC. The Rental Store #32
7919 Pat Booker Rd, Live Oak TX, 78233
November 11th 2006 until April 2011
Positions: Assistant Store Manager, Lease Store Manager, Senior Store Manager and Associate District Manager
Collecting accounts 1-7, 8-14, 15-30, 31-60 and 60 plus in lease to own contracts
(Ashley Furniture, Rooms To Go and Conns).
Explain and sale lease to own contract from 12, 18, 24, 30 and 36 months program to customers
Batching invoices
Transfer in and out inventory
Warehouse and storage unit control
Bilingual customer service
Repo merchandise
Skip trace and accurint capabilities
Working on weekly closings and end of the month goals. Courtesy payments
Rewrite accounts
Working payment plans with customer.
Drawer management experience (cash flow)
Payment over the phone with CREDIT, DEBIT CARD, CHECK BY PHONE, PAYMENT IN THE MAIL.
GREEN POINT CREDIT LLC
7800 IH 10 West, Suite 200, San Antonio TX, 78230
December 27th 2004-November 16th 2006
Position: Senior Collector
Manufactured Mobil Home Division
Collecting accounts due for 30, 60 and more than 90 days for Manufactured Homes Interface with company attorneys and customer attorneys Collecting high value accounts (land and home)
Dealing with Spanish speakers customers
Preparing help programs to customers (extensions & deferrals) to bring account current Taking payments with check over the phone, credit and debit card Help repo team to found mobile homes
Capability to work under pressure and through daily, biweekly and monthly goals Insurance and force placed insurance
HISPANIC TRADE CONSULTANTS INC.
14105-A Toepperwein Rd, San Antonio TX, 78233
August 2004 to December 2004
Position: Sales Manager
Execute direct orders from corporate enterprises company represents Target a broad market, meeting and directing sophisticated business for clients Interface directly with top-level executives, negotiating high dollar purchases and coordinate implementation.
Manage people and orchestrate routes post sales
Key achievements:
Achieved all the clients agreements and guaranty satisfaction Implement new rules for work and manage people skills to transform in the best result for company
Opened a complete new market, surprising all professional goals in spite of challenges associated with the customer totally satisfaction
Generate the highest volume of new accounts company wide DAILY ROAST CAFÉ LLC
3620 Mangum Rd, Suite 201, Houston TX, 77092
September 2003 to July 2004
Position: Account Manger
Rapidly achieved goal and refocus to resolve challenging sales, business issues and people management. Lead a 10n person sales office, creating new routes to increase productivity based on people skills.
Key achievements:
Transformed unproductive office team in an outstanding sales office Instituting incentives that elevate performance while building morale and motivation. Execute direct orders from corporate enterprises
Target a broad market, meeting and directing sophisticated business for clients Interface directly with top-level executives
Resolving acclaims against company
Key Achievements:
Increase personal skills to resolve satisfactory issues, staff and system problems Creating alternate routes to avoid problems with system and shortcuts to resolve issues TECHNICAL SKILLS
Skill with WINDOWS XP, WINDOWS MILLENIUM, MS OFFICE (WORD, POWER POINT, EXCEL, OUTLOOK, WEB SEARCHING, QUICK BOOK BASIC, PAYROLL KNOWLEDGE, ACROBAT, UCS SYSTEM, SKIP TRACE, SABRE
SYSTEM.
Subordinates, Office and Warehouse management
Full bilingual (speaking, reading and writing) English-Spanish COLLEGE EXPERIENCE
Bachelor in Private Law (Mexican Laws)
Master in Common and Business Law (Mexican Judiciary System and Mexican Laws)
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