Customer Service Sales

SUMMARY

SKILLS

EXPERIENCE

LAURA E CUMBA

Orlando, FL 32826 C: 321-***-**** *************@*****.*** Vast experience and higly skilled in Credit and Collections, specially in the approval and recovery process of delinquent accounts. Experienced in repayment negotiations and overcoming objections for payment. Successful in managing bad debts by reducing aged accounts. Able to work under pressure. Self motivated and open to learn new policies and procedures to exceeds goals. Highly skilled and experienced in Customer Service.

Credit and Collections Seminars i

Westgate Resorts

Leadership Capacity Training in

Westgate Resorts and Holiday Inn

Club inc.

Highly skilled and experienced in

Customer Service and in the area

of Credit and Collections

06/2003 to 05/2020 Collector II

Holiday Inn Club Vacations Inc. Orlando, Florida Communicate with customers via phone calls (Dialer) and assist them to make payments by negotiating repayment plans and encourage them to find alternative payment solutions. Process payments, refunds or adjustments updating account status.

Use probing questions to better understand payment objections. Overcome objections and suggest sources of money for debt payments. Encourage customers to make payments via Credit Cards, Debit Cards or Check and securing information. Secure payments through Auto Debit. 02/1998 to 06/2003 Collector II

Westgate Resorts Orlando, Florida

Contact customers thru telephone and/or correspondence in an attempt to secure payment on delinquent accounts. Analyze accounts, prepare statements and/or form letters to be mailed to customers with outstanding bills. Process payments, refunds or adjustments updating accounts status. Prepare cases to be referred to Collecion Agencies and/or Attorneys. 04/1997 to 01/1998 Passenger Service Agent

Pan American Airways Luis Munoz Marin International Airport, P.R. Reservation, Sales and Ticketing, Baggage, Customer Service, Check In procedures. Assign seats, Meet, dispatch and close flights according to Standard Procedures. Assist passengers when needed.

11/1976 to 10/1996 Senior Credit and Collections Analyst NPR, Inc. (Navieras de Puerto Rico) Puerto Nuevo, P.R. Analyze accounts. Managed collections and recovery of key clients via telephone, letters and/ or personal visits. In charge of a $3million aging scheduled to be collected on a montly basis with emphasis in 30 days and EDUCATION AND TRAINING

over amounts.

Prepare and referred accounts for collection Agencies and/or Attorneys. 01/1997 BBA: Management

Columbia College Caguas, PR

10/1995 Business Administration

MBTI Business Training Institute Santurce, PR

05/1994 Accounting Course

Universidad De Puerto Rico Rio Piedras, PR

07/1984 Airlines And Travel Agencies

Instituto De Banca Y Programacion San Juan, PR

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