Customer Service Experience
Resume:
Christine Alderete
Colorado Springs, CO 80916
***************@*****.***
Experience:
Spectrum
September 2019 - March 2023
Job Title: Customer service
Actively and consistently support all efforts to simplify and enhance the customer experience
Effectively present and discuss products and services
Manage customer interactions professionally and efficiently
Address customers questions, complaints, and concerns
Recovery Management Group Feburary 13, 2019 - September 13, 2020
Job Title: Collector
Manage a portfolio of defaulted loans..
Locate individuals via telephone assessing their financial ability to pay account.
Negotiate terms and follow through to completion of repayment.
Perform other incidental and related duties as required and assigned
Worked on a wide range of Client portfolios
Review accounts for possible legal ramifications
Account Control Technologies Sept 8,2017 - November 6,2018
Job Title: Collector
Manage a portfolio of defaulted student loan or tax accounts.
Locate individuals via telephone assessing their financial ability to pay account.
May qualify debtor/borrower for appropriate repayment program.
Negotiate terms and follow through to completion of repayment.
Perform other incidental and related duties as required and assigned
Worked on a wide range of Client portfolios
Review accounts for possible legal ramifications
Performant Recovery Inc February 13, 2012 - Sept 8,2017
Job Title: Account Recovery Specialist
Manage a portfolio of defaulted student loan or tax accounts.
Locate individuals via telephone assessing their financial ability to pay account.
May qualify debtor/borrower for appropriate repayment program.
Negotiate terms and follow through to completion of repayment.
Perform other incidental and related duties as required and assigned
Department of Education Clearance
Worked on a wide range of Client portfolios
Commercial Kitchen Parts & Service December 2006 - August 2011
Accounts Receivable/Billing Clerk/Warranty
Handle Credit inquiries for other vendors for mutual clients
Collect on accounts current thorough write off on customer trade accounts
Collect on accounts current thorough write off on manufacture warranty accounts
Process Payments
Assist in setting up service calls for COD service calls
Set up new customer accounts
Set up new manufacture accounts for warranty service calls
Retrieve Purchase orders and other necessary signature to complete the service calls
Put accounts on hold that are delinquent
Pull analytical report to focus on areas of delinquency
Skip trace on customer trade accounts
Collect on all returned checks
Verification of parts returned
Verification of all parts shipped
Send W-9’s as needed
Assisted in addressing areas of opportunity that resulted in policy and procedure changes
Develop peers/new hires
Offer coaching and feedback
Work with managers on all customer disputes
Send all monthly customer statements and invoices
File all incoming paperwork from manufactures
Update Customer accounts ie:address, taxable, non-taxable, etc
Process Bankruptcy info and verify all accounts are coded as such and pull any info needed for the courts
Bill customer invoices
Bill manufacture invoices
Negotiate with manufacture when rejection invoices and info received
Referred accounts for filing suit in small claims court
Initiated policy ad procedure changes for billing and collections on Warranty service calls with the manufactures
Initiated policy and procedure changes for filing suit for delinquent customers
JP Morgan Chase Bank January 2002 - February 2006
Team Lead
Collect on accounts current through charge off
Initiating skip tracing and credit bureau checks
Negotiate settlements with clients, 3rd party agencies, and attorneys
Work with attorneys and agencies to resolve delinquencies
Peer Mediator
Maintenance of employee time-sheet
Served as a mentor consultant to other collectors to include assisting in evaluation of collectors performance
Promotion to team lead in 2004
Train all new hires in nearby training, developing talk offs, skip tracing, and navigating the system
Conduct side by side evaluations
NCO Financial April 2001 - January 2002
Senior Collector
Collected on third party medical billing
Negotiated settlements
Worked on a high and very sensitive portfolio of MD Anderson accounts (cancer patients)
Peer train new hires
Assisted with side by sides
Assisted with second talk offs
Billed insurance companies
Served as mentor consultant to other collectors to include assisting in evaluation of collections performance
Education:
Mc Collum High School August 1997 - May 2000
San Antonio Tx
Achievements and Awards: Judson Youth Sports Foundation Board of Directors, JYSF board member for football, cheer, baseball, softball. Minority Alliance Council of San Angelo board member, President of the Rockabilly Mafia Dolls San Angelo Chapter. San Antonio Rotary, Junior Achievements Program, Battered Women’s Shelter volunteer, San Antonio Rape crisis center volunteer, Participant in Global Days of service, JP Morgan Chase Bank Lead Program, CPR/First Aid certified, Licensed Foster Parent, Certified Cheer coach thorough National Cheer Association, University city of San Angelo Participant. CPI training, Psychotropic Medication Training, Safety transportation training, Trauma informed care training, emergency preparedness for Children training (tamu.edu), early childhood safety an injury prevention training, Helping Children cope with violence and disaster training, Cultural Diversity training, positive behavior support for children training, trauma and stress related disorders in child/adolescents training
Skills:
Inept customer service relationship along with thorough knowledge of banking products and services, excellent oral and written communication skills, excellent PC skills, Word, Excel, Power Point, FDR, ACE, Lexis Nexis, Melita dialer system, Mosaix dialer system, automated accounts, MAS200 system, Outlook, TYSS, First support, debt manager, fast data, warranty central, service bench, automated service, self motivated, problem prevention and solving skills, self-starter, able to deal with difficult situations, able to work with a diverse work group, excellent listening skills, analyze analytic reports, ability to coach,develop and lead a team, ability to multi task and manage change in a performance driven environment, business decision making capabilities, conflict resolution, good time management and organizational skills, proven and demonstrated coaching and counseling, ability to interact with all levels of staff, knowledge of FDCPA laws and regulations, knowledge of individual state laws, bank regulations, policies, and guidelines.
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