Customer Service Representative

J OSÉ A. V E G A

HOLIDAY, FL *****

216-***-**** ********@*****.***

P R O F E S S I O N A L P R O F I L E

Customer service-focused professional leveraging leadership, creativity, and communication skills to meet company objectives and help others develop. Strong communication skills, research abilities, and the ability to identify appropriate steps to resolve customer and business issues while staying calm and composed. Fluent in Spanish. W O R K E X P E R I E N C E

SANTANDER CONSUMER USA, Odessa, FL 11/2021 – 06/2024 Early-stage Collections: Customer Service

As customer service representative, collect payments from overdue accounts. Ranked in the top 25% 10 out of the 11 months while working in auto. Eighteen months 100% QA score. Top of the Ops Trail Blazer for (employee of the month) 10/2022.

• Contacted customers with delinquent accounts by phone, explaining available options, negotiating payment plans, and updating records.

• Trained six new employees as part of the buddy program for new employees, four of the six still serve as successful customer representatives.

• Successfully transitioned from cars to small business to credits to home equity line of credit in 2023 as part of organizational restructuring.

BELL PARTNERS, Clearwater, FL 03/2013 – 09/2021

Assistant Manager

• Assisted with leasing, maintenance, marketing, and resident relations for the community.

• Processed resident rental payments and obtained primary financial data for use in maintaining property accounting records and reporting.

• Field trainer for all new leasing consultants for Bell Partners, coordinating classes and locations and providing training in company policies and procedures, sales skills, and computer programs. Acted as role model to all new employees to meet organization’s goals.

IPC INTERNATIONAL, Tampa, FL 08/2012 – 03/2013

Security Officer

Provided safety for patrons and employees of the International Plaza, along with providing security for assets of the building and surrounding grounds.

VILLAGE OF LINNDALE POLICE DEPARTMENT, Linndale, OH 12/2005 – 07/2012 Police Officer

• Protected the lives and property for residents of the Village of Linndale, including detection and investigation of criminal activities in the Village, traffic violations, and dispatching.

• Certified as an instructor in lay responder first aid, CPR, and AED; speed measuring devices (RADAR); and field training Officer.

• Often acted as the officer in charge of night shift, taking on the responsibilities of supervisors. TENABLE SECURITY SERVICES, Cleveland, OH 11/2006 – 07/2012 Police Officer

Provided security services for various companies as assigned. FEDERAL RESERVE BANK OF CLEVELAND, Cleveland, OH 06/2002 – 07/2006 JOSÉ A. VEGA PAGE 2

Federal Reserve Law Enforcement Officer

• Provided security for employees, protected the assets of the bank, and provided inventory control.

• Obtained federal law enforcement training and certification as OC pepper spray instructor.

• Involved in the United Way volunteer program.

E D U C A T I O N

Prerequisite Courses, CUYAHOGA COMMUNITY COLLEGE, Cleveland, OH Ohio Peace Officer Training Courses, CUYAHOGA COMMUNITY COLLEGE, Cleveland, OH Diploma, SOUTH DIVISION HIGH SCHOOL, Milwaukee, WI P R O F E S S I O N A L D E V E L O P M E N T

Train the Trainer

Florida State Security Training

Florida Police Academy and Law Refresher Course

Training/Course/Certification, OHIO POLICE ACADEMY Federal Law Enforcement Training

C O M P U T E R S K I L L S

• Windows

• MDT

• Onesite

• Microsoft Word

• Yardi

• Mac

• L.E.A.D.S

• CRM

F O R E I G N L A N G U A G E

• Fluent in Spanish.

June 10, 2023

To whom it may concern,

I am writing to highly recommend Jose Vega for the position at your esteemed organization. I have had the pleasure of working closely with Jose for the last few years at Santander, where he served as a key member of our collections team.

During his tenure at Santander, Jose consistently demonstrated exceptional skills in managing and resolving collections accounts. He exhibited a deep understanding of the collections process, coupled with a remarkable ability to handle sensitive customer interactions with professionalism and empathy. One of Jose’s standout qualities is his excellent communication skills. He effectively engaged with customers to negotiate payment plans, address disputes, and provide clear explanations of account statuses. Jose’s ability to listen actively and respond thoughtfully has significantly contributed to our high customer satisfaction rates. Moreover, Jose possesses strong analytical skills, enabling him to accurately assess account histories and develop strategic approaches to recover outstanding debts. His attention to detail and organizational skills ensured that all collections activities were meticulously documented and reported. Jose is also a team player who consistently supports colleagues and fosters a collaborative work environment. His positive attitude and willingness to assist others make him a valued member to any team.In summary, Jose has proven to be a highly capable and reliable Collections Representative who would be an asset to any organization. I am confident that he will bring the same level of dedication, expertise, and professionalism to your team. Please feel free to contact me at 813-***-**** if you require any further information or wish to discuss Jose’s qualifications in more detail.

Sincerely,

Taylor Allen

Officer - Assistant Vice President

Santander Consumer USA

Confidential

Letter of Recommendation: Jose Vega

Dear Recruiter,

I am writing to highly recommend Jose Vega for any professional opportunity that comes his way. I had the privilege of working closely with Jose during his tenure at our organization, and I can confidently attest to his exceptional qualities. 1. Integrity: Jose consistently demonstrated integrity in all his interactions. His honesty and ethical approach to work set a positive example for his colleagues. 2. Positivity: Jose’s upbeat attitude and optimistic outlook make him a pleasure to work with. Even during challenging times, he maintains a can-do spirit that uplifts the entire team.

3. Fast Learner: Jose’s ability to grasp new concepts swiftly is commendable. He eagerly takes on new challenges and adapts seamlessly to changing environments. 4. Committed: Jose’s dedication to his work is evident. He consistently goes above and beyond to meet deadlines and deliver high-quality results. 5. Supportive: As a team player, Jose actively supports his colleagues. Whether it’s helping or providing constructive feedback, he contributes positively to our collaborative environment.

6. Team Player: Jose thrives in team settings. His excellent communication skills and willingness to collaborate enhance overall team dynamics. In summary, Jose Vega is an asset to any organization. I wholeheartedly recommend him for the position he is seeking. Please feel free to reach out to me if you need further information or have any questions.

Sincerely,

Javier Marrero

Business Operations Manager

Email: **************@*****.***

Phone: 787-***-****

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