Customer Service Call Center

Ernesto Padilla

**** ********* ***** ************ ** 32244 904-***-****

Call Center Coach/ Team Supervsor

Seeking a position where i can utilize my skills and experience to improve operations, increase profitability, enhance growth experience, and compliance.

Service-driven professional with Broad Mortgage experience skills including customer service, team communications, conflict Resolution and Administrative leadership. Effectively educates and train groups and informs clients and colleagues through multichannel communications, ongoing planning, and time Management. Manages multiple tasks to completion, handles interruptions, and remains focused to ensure detailed accuracy and optimal productivity.

Core Skills and Knowledge

-Organization & Planning -Bilingual English/Spanish - Multitask Management

-Superior Customer Service -Conflict Resolution - Leadership -Time management

Technical Proficiencies include Microsoft office(word,Excel,Powerpoint and Outlook) Select Ce, MSP, New image,

Professional Experience

ADT security

July 2018- current

Assisted in training and development of new hire collectors.

• Completed manager tasks consisting of monthly collector reports, calibrations, side by side reviews with collector, and leading team to meet monthly goal.

• Assigned to various projects including Virtual service call audits

• Assist associate with self discovery coaching methods to accomplish obtainable goals that are set on a monthly basis.

• monthly performance reviews, 1-1 weekly, game plan development, new hire training.

• Payroll, exceptions, team moral build up.

Select Portfolio Servicing, Jacksonville, Florida

March 2012 - June 2018

Customer Service Supervisor

• Promoted 2 times in 5 years

• Career progression

- early stage collections- Take inbound and outbound calls

-Late stage collections- Take inbound and outbound calls

- Relationship manager, - Monitor and assist customer with required documents needed for mortgage assistance, manual calls

-Jr lien team• Take inbound and outbound calls

-Call Center coach- Training and development of New hire associates and call center

Zwicker and Associates P.C, Jacksonville, Florida

August 2011- September 2012

Bilingual Litigation/Collection Specialist

• Assigned to high profile portfolio consisting of delinquent high balance credit card accounts including Citibank and Discover.

• Work with company attorneys to proceed with litigation procedures for unpaid delinquent balances.

• Assigned a monthly quota to meet company expectations and met goal for five consecutive months.

• Evaluated on a scale of up to 100% to ensure company guidelines and policies and procedures are followed.

• Use computer skills and research referred to as skip tracing to obtain information necessary to make contact with consumers

Enhanced Recovery Company, Jacksonville, Florida

July 2010- August 2011

Bilingual Collections Specialist/ Collection Manager

• Assisted in training and development of new hire collectors.

• Completed manager tasks consisting of monthly collector reports, calibrations, side by side reviews with collector, and leading team to meet monthly goal.

• Assigned to various projects including Chase/Washington Mutual, Bank of America and Barclays bankcard.

• Assist consumers regarding charged off accounts offering payment options and negotiating deals to offer the best possible arrangement.

• Use computer skills and research referred to as skip tracing to obtain information necessary to make contact with consumers

• Assigned a budget goal and evaluated on a monthly basis to ensure proficient progress and opportunities for improvement.

Diversified Consultants Inc., Jacksonville, Florida

March 2010-July 2010

Bilingual Collection Representative

• Use computer skills and research referred to as skip tracing to obtain information necessary to make contact with consumers

• Provide customers with account information regarding Telecom debts including balances and recent account activity.

• Research and evaluate fraudulent activity on accounts including identity theft and lost or stolen cards.

• Participated in classroom training for new programs and clients.

United States Army, Location: South Korea

November 2006- March 2010

210 fires brigade soldier assigned 2ID division

• Responsible for a section of five soldiers

• Leadership skills and management training

EDUCATION

Lakeland senior High School, May of 2006

High school diploma

PCC community college - 2006-2008

Associates degree

Contact this candidate