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Service Representative Customer

Phoenix, AZ
October 18, 2022

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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

Credit Analyst

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

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