Center Representative Data Entry

Rachel Olvera-Ortiz

Customer Service/Collection Specialist

*********@*****.*** – 813-***-****

Call Center Representative versed in customer support in high call volume environments. Superior computer skills (Microsoft Office, Lexisnexis, AS-400,Excel,Fidelity) telephone etiquette, a record of successful job performance and problem solving abilities. Highlights

Conflict resolution proficiency Call center/Retail management experience Strong problem solving ability dedicated to process improvement Negotiation competency Devoted to data integrity

Troubleshooting skills

Authorized to work in the US for any employer

WORK EXPERIENCE

Planet Home Lending Tampa, Fl December 2019 to Present Loan Counselor/Servicing Specialist (Bi-Lingual)

Contact customers by telephone whose account(s) are past due. Negotiate appropriate resolutions, and send correspondence in accordance with company policies and procedures.

Work with Record of Collection Activities and phone tracing customers whose whereabouts are unknown.

Maintain personal account que

Liaison with customer service and loss mitigation departments. Maintain knowledge of current policies, procedures, and applicable laws or regulations not limited to BSA/AML/CDC compliance training.

Acceptance Now Tampa, Fl July 2017 to November 2019 Store Sales Manager (Bi-Lingual) March 2018 to November 2019 Set daily and weekly goals related to the store’s sales activities, oversee and direct coworkers’ sales activities, approve rental agreements, and monitor planned results for sales as measured by revenue and growth. Set daily and weekly goals related to the store’s collection activities, oversee and direct coworkers’ collection activities, follow up on more difficult accounts that require manager intervention, approve customer commitments, monitor and follow up with coworkers on planned results for collection activities, and provide leadership and training to ensure all coworkers comply with established procedures and practices for collections Assistant Sales Manager July 2017 to March 2018

Responsible for Customer and Revenue growth/maintenance Greet and assist customers on the sales floor.

Obtain new financial contracts on the sales floor and over the phone. Complete financial agreements as required.

Prospect for new business by telemarketing and distributing print materials. Keep coworkers informed of promotions and products. Maintain and review accurate records of customer account activity, to include current and past due accounts.

Collect customer payments on a timely basis and meet daily/weekly collection standards.

Harrell Home Services Tampa, Fl July 2016 to June 2017 Senior Customer Service Advisor (Bi-Lingual)

Answer the phone quickly and professionally.

Call customers to confirm maintenance appointments and schedule as necessary. Work closely with service dispatch to coordinate scheduling. Sell new service agreements and renew existing service agreements. Grow, monitor and maintain the maintenance programs; update changes in ownership, add new install job information and review reasons for non-renewals. Receive, record and maintain sales lead information, set appointments as necessary. Ensure the accurate capture, data entry and maintenance of customer information. Perform dispatching and scheduling of service technicians and other resources. Schedule the client appointment and assign/match qualified staff to perform the work. Increase revenue from established customers, and generate additional revenue from new customers by using proper sales techniques, problem solving skills and account management. Update the Customer Relationship Management (CRM) system for each interaction. Perform customer satisfaction calls after each visit. Ask for referrals and inform client where and how to make them. Have a good working knowledge of our products and services being offered. Establish goals and objectives as they relate to the position, along with a plan of action to attain or exceed set goals.

Regularly review and monitor progress against goals, and seek assistance as needed. Efficiently manage his/her time and schedules.

Constantly be learning through training from suppliers, trade shows, seminars, independent study, and other employees.

Clean, neat and professional appearance.

Other duties as assigned

Collegiate Consolidation Services/Refinally Tampa, FL April 2016 to June 2016 Senior Loan Consultant (Bi-Lingual)

Place outbound calls, send letters and emails to potential borrowers, and advise them of their right to consolidate.

Receive phone calls from borrowers, answering their questions regarding their loans and consolidation options.

Counsel borrowers regarding consolidation options. Follow approved scripts and use approved letters in student contact activities to ensure compliance with company and regulation requirements JPMorgan Chase Bank Tampa, FL April 2014 to April 2015 Student Loan Collector II (Bi-Lingual)

Contact customers by telephone whose account(s) are past due. Notify customers of past due account status.

Negotiate appropriate resolutions, and send correspondence in accordance with company policies and procedures.

Learn collection processes and strategies by working with colleagues within the department. Verify and update customer account information in computer system. Recognize potentially high risk accounts and develop techniques on how to successfully deal with these accounts.

Discuss difficult or unique collection problems with Unit Manager, learn how to resolve issues, and apply new information to future collection contacts. Work with Record of Collection Activities and phone tracing customers whose whereabouts are unknown.

HSBC Bank N.A. Brandon, FL August 2011 to June 2014 Collector I Mortgage Services

Contact customers by telephone whose account(s) are past due. Notify customers of past due account status.

Negotiate appropriate resolutions, and send correspondence in accordance with company policies and procedures.

Learn collection processes and strategies by working with colleagues within the department. Verify and update customer account information in the computer system. Recognize potentially high risk accounts and develop techniques on how to successfully deal with these accounts. Discuss difficult or unique collection problems with Unit Manager, learn how to resolve issues, and apply new information to future collection contacts. Work with Record of Collection Activities and phone tracing customers whose whereabouts are unknown.

General Dynamics Info Tech Riverview, FL November 2009 to March 2014

Gen Med Tier I/Associate Specialist

Maintain a current understanding of the processing procedures to respond to numerous phone inquiries.

Adhere to the Privacy Act and HIPPA laws as it pertains to confidentiality of information released.

Maintain up to date knowledge of CMS regulations and policies as they apply. Provide information on Medicare eligibility and information. (GEP and SEP) Provide information on general topics related to Medicare and plan options available based on eligibility requirements and enrollment periods.

The Pantry Inc. Greenville, NC March 2008 to April 2009 Assistant Store Manager

Provides excellent customer service and coaches store employees to provide excellent customer service in a courteous, friendly and attentive manner to ensure the customer has a pleasant shopping experience.

Leads other store employees in ensuring that the proprietary food service area is stocked, rotated and displayed to ensure freshness, appeal and easy customer access. Maximizes sales and profitability by supporting sales promotions. Ensures associates comply with company policies and procedures and government regulations for age-restricted products.

Covers weekend and other shifts for the Store Manager as assigned.Assistant Store Manager The Home Depot Inc. Riverview, FL November 2003 to February 2008 Senior HVAC Resolution Specialist Bi-Lingual

Resolved heating and a/c install issues.

Kept record of daily escalated issues for senior management. Dispatched installers, Zone Service Managers, and Distributors with installation/equipment issues.

Coached associates by monitoring calls and data entries to maintain accuracy of installation issues.

Processed lead reports for installers to track store sales and insure stores received profit. EDUCATION

Florida School of Insurance

2001

Sales

Bob Hogue School of Real Estate

1999

Hillsborough Community College

1997

High School Diploma

Plant City High School

1996

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