Customer Service Call Center

Cirillo Marcano

**** **** **, *********, ** ***** • 404-***-**** • ************@*****.***

Professional Summary

Skilled Collections Specialist offering 10 years of experience and a driven mentality. Persistent with customers and seasoned in overcoming objectives.

Skills

Ms Word proficiency

Payment processing

Time management

Repayment plan structuring

Strong communication skills

Delinquent account management

Call center experience

Self-motivated professional

Problem-solving

Customer service

Superior attention to detail

Collections processing

Work History

Regional Branch Manager, 11/2020 to 08/2023

TRU-LITE – Peachtree City, GA

Manage customer accounts and ensure timely billing and collection of payments, Evaluate Customer Credit Applications and Establish Credit Limits. Identify Delinquent Accounts and Implement Collection Strategies to review Outstanding Debts, Communicate with customers to resolve billing disputes and Negotiate payment plans. Maintain Accurate and up to date Customer Service Records in the Accounting System. Prepare and Analyze Aging Reports and Provide Accurate Recommendations for Improving Cash Flow. Provide Excellent Customer Service and maintain Positive Relationships with Customers. Complied with regulatory guidelines and requirements. Examined customer loan applications for loan approvals and denials. Team Lead, 10/2020 to Current

UNITED AUTO ACCERPTANCE

Managed a Team of Employees to hit our Target Goal of 1.5 million every month. Managed a Team of Employees to hit there target goal of hitting 80% 85% or 90% percent of there delinquency every month.

Managed schedules, accepted time off requests and found coverage for short shifts. Trained new team members by relaying information on company procedures and safety requirements. Coached team members in techniques necessary to complete job tasks. Worked different stations to provide optimal coverage and meet production goals. Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.

Tracked receipts, employee hours and movements.

Continuously checked products for quality assurance according to strict guidelines. Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills. Took on additional job duties during unexpected backlog, resulting in meeting project target date. Collections Specialist, 06/2019 to 06/2020

Hyundai Capital America

Used scripted conversation prompts to convey current account information and obtain payments. Processed payments and contracts on accounts.

Worked in call center environment handling manual and automatically dialed outbound calls. Trained new team members on scripts, company services and performance strategies and provided mentoring.

Negotiated to collect balance in full.

Top Q.A. Performer for Month of August for 2019 @ 97%. Top Q.A. Performer for Month of September for 2019 @ 100%. Top Performer for EVPH for Month of December 2019 @ $129. Highest Utilization Performer for Month of December 2019 @ 100%. Used skip tracing and other techniques to locate debtors. Handled 200 outbound and inbound calls daily with goal of collecting owed debt. Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.

Collections Specialist, 11/2014 to 07/2018

American Credit Acceptance

Used skip tracing and other techniques to locate debtors. Achieved performance goals on a consistent basis.

Provided exceptional customer service on all calls while maintaining a calm and professional demeanor in challenging circumstances.

Maintained a high volume of calls to meet demands of busy group. Monitored accounts for compliance with established payment plans. Trained new team members on scripts, company services and performance strategies. Education

GED

Hillcrest High School - Jamaica, NY

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