SKILLS AND QUALITIES:
16+ years of customer service experience
Collections experience from early stage to repossession of vehicle
Excellent verbal and written communication skills
Bilingual: English and Spanish
Organized multitasking while maintaining attention to detail
Microsoft Office Applications -Word, PowerPoint, Excel, and Outlook
High energy and results oriented motivator
Strong analytical skills
Experienced in handling escalated calls and resolving complex issues
Sonesta Hotel June 2021- Dec 2021
Night Auditor and Front Desk Clerk
Book guest reservations for individuals and/or groups that are requested either by phone or in person, process cancellations, revisions, and information updates. Up-sell rooms where possible to maximize revenue.
Assist customers with purchases and setup breakfast area for guests.
Complete and transmit daily management/accounting reports with any supporting documentation ensuring the accurate accounting of the hotel revenues and expenses.
Balance and audit room, food and beverage revenue and all room tax charges, cashier reports, and guest house accounts for accuracy and assist in the preparation of all reports relevant to daily revenues.
Prepare General Manager daily, weekly and month end reporting packs.
Communicate with the Operations Manager to resolve accounting discrepancies and to request or provide information for accurately balancing all hotel income and expenses for every 24 hour hotel operating period.
Accurately process all cash and credit card transactions and all charges, completing cashier and other reports, preparing deposit, and counting/ securing assigned bank.
Toyota Financial Services May 2014- Present
Evaluate credit applications and make decisions to underwrite loans while working with dealerships.
Resolution Specialist for Dealer Connection Line and Area Sales Managers Hotline
Handle escalated calls and emails for ASMs, DSAs and dealership personnel
Work to find a resolution to help our dealerships and balance business rules and policies while building strong dealer relationships
Work with various departments such as collections, lease end, dealer funding and management to find a resolution and keep ASMs and dealerships update and informed
Compile monthly reports to track and identify trends with team members and better efficiencies with other departments
Dealer Connection/ASM Hotline/ Business Solutions Group Advisor
Provide Dealers with dedicated service and follow up and work with other departments on escalated title inquiries, excess wear and use bills, assistance with Dealer Daily and Dealer Direct to continue building strong relationships with finance managers, sales associates, and other dealer personnel.
Set up dealers with STRATUS and work cases thru STRATUS for dealers for same day resolution. Responsible to train and assist team members with STRATUS and Titled in Error share point to release titles and lien releases to dealerships.
Train and onboard new associates with the dealer connection line
Resolve inquiries for ASMs via inbound calls and ASM Hotline Inbox.
Work with our business solutions customers that have multiple accounts for any billing purposes or account information.
Created training content and facilitated training for Dealer Support Analysts in all 3 DSCs for lease end process and for titles status, requesting lien releases and titled in errors requests.
Assist our larger businesses with any billing issues, extensions or servicing needs.
STRATUS Liaison for team and attended trainings and meetings with Service Ops and Sales and Technology to learn of any changes to STRATUS. Additionally, to convey any issues dealers are running into and provide a possible solution. Responsible to train and assist team members with STRATUS.
Customer Loyalty Advocate May 2014- May 2016
Assist customers with lease end questions and review new vehicle models
To provide options and strengthen relationship with customers to remain loyal to the brand and ensure a smooth transition at end of lease
Use outbound dialer to contact customers before lease end and when there is a total loss of the vehicle
Generate sales leads to have customers return to our dealerships and replace or purchase their existing vehicles.
ADP Payroll Services May 2012- April 2015
Client Service Representative
Developing and maintaining effective client relationships to ensure full use and understanding of payroll products capabilities and make recommendations and changes to services.
Researching & resolving issues for payroll customers in small business division for Tax Filing, W2's, Direct Deposit and Garnishments
Providing accurate and timely resolutions for incoming client calls, emails and faxes to investigate, research, analyze and fully resolve any problems
Liberty Mutual Insurance May 2011- May 2012
Bilingual Insurance Customer Service Representative
Review auto and home insurance policies and coverages with customers and make necessary changes or recommendations for new policies or changes to existing policies
Review written correspondence to allow changes to policy coverages and limits
Retain policyholders who inquire about canceling through open listening, negotiation, and policy review.
Evaluate and make decisions regarding exceptions to payment plan and fees.
Make alternate payment arrangements.
Successfully obtained Arizona license for Personal Lines Insurance Producer.
Toyota Financial Services November 2006- February 2011
Bilingual Resolution Specialist for Customer Service and Collections
Answer inbound and outbound Bilingual collection and customer service calls to negotiate payments to bring accounts current and assist customers with account management.
Review delinquent accounts and approve repossession of vehicles.
Take supervisor calls and deescalate calls while finding a resolution for customers.
Assess accounts when allowing permission for vehicles to leave the country.
Research accounts and follow up with other departments for proper resolution.
Compile monthly reports to find trends within department and help adopt best practices for the team.
Work with supervisors to help peers improve key performance indicators.
Recognized by Department Manager for assisting customers and following up with other departments to resolve difficult issues.
Chandler Gilbert Community College : currently attending working towards Business Degree
Bowie High School May 1998
Degree obtained: High school diploma