MARYHELEN CORTEZ

Retention Specialist

Indianapolis, Indiana

805-***-****

MaryHelenSotoCortez@gmail.c

om

S K I L L S

Professional pursuing to excel my

experience; where my knowledge,

and passion for delivering

outstanding service, can cultivate

into greater company revenue.

Proven track record of boosting

revenue. Have worked in busy,

pressurized environments, where

high standards are expected.

· Leadership

· Public speaking

· Presentations

· Soft Skills

· Operation Control

· Planner

· Retention

· Office Administration

· Collections

· Customer Service

· Banking

· Quality Assurance

· Microsoft Excel

· Microsoft PowerPoint

· Salesforce

· Skip Tracing

· Paralegal

· Accounts Payable

· Accounts Receivable

· Team Lead

· Negotiation Skills

· Medical Billing & Coding

E X P E R I E N C E

Retention Specialist May 2020 — Present

iQor Indianapolis, IN

Technical Support Mar 2019 — May 2020

Learning A-Z (Temp) Tucson, AZ

Planning Technician Feb 2018 — Feb 2019

City of Tucson (Temp) Tucson, AZ

Executive Assistant Feb 2018 - Jun 2018

Executive Assistant Jan 2017 — Jan 2018

Waste Management (Temp) Phoenix, AZ

Collector Jan 2017 - Mar 2017

Supervisor Jan 2013 — Jan 2017

Bass & Associates P.C. Law Firm Tucson, AZ

Collector Aug 2012 - Jan 2014

E D U C ATION

Bachelor of Science in Business

Administration

University of Phoenix Tucson, AZ

Certified Physical Therapy Technician

Apollo College Tucson, AZ

A C T I V I T E S

Volunteer for Humane Society, Poetry, Painting, Design, Read, Write, Draw

· Increased customer satisfaction by 24%

· Spearheaded highest performance records

· Streamlined probing, to maximize retention

· Answer 100+ calls per day

· Handle customer complaints with empathy, and composure

· Pitched ideas on how to improve performance, and efficiency

· Engaged effectively, and positively influenced to implement change

· Strategized, and created help desk documents

· Increased client survey feedback rating by 25%

· Provided expert support to over 90 clients per day

· Tested fixes, and debugged solutions to reported issues

· Created comprehensive case reports, and updated manuals

· Assisted with complex tech issues, requiring in-depth problem solving

· Accounts Payable, planned travel orders

· Discerned work priorities to meet deadlines

· Listened at meetings, to input data on City of Tucson website

· Helped management to identify workflow issues, and find solutions

· Managed business functions, and bookkeeping

· Assisted with screening of new recruits, and prepared interview room

· Recognized for multitasking, and engagement in city meetings

· Created games, and distributed prizes to motivate employees

· Designed enticing posters, and email advertisements for events

· Organized, and participated in Employee Engagement Committee

· Scheduled meetings, and prepared meeting rooms for Leadership

· Performed research responsible for quarterly planning, and logistics

· Brainstormed in weekly leadership meetings, and generated agendas

· Surpassed targeted collections goal with 135% revenue

· Trained, coached, and supervised new staff members

· Collaborated with management, to implement sale strategies

· Transformed team of ten collector agents, into top performers

· Trained supervisors on new tools, to implement with their teams

· Presented monthly presentations on strategic numbers

· Proactively participated in meetings, and helped create new practices

· Provided agents with feedback of strengths, and areas of opportunity

· Achieved over $500,000 revenue within one year of collections

Contact this candidate