Loan Servicing Customer Service

Lawrence E. Gonzales Jr.

**** ***** ***** ****** / ******, Colorado 80210 / Mobile Phone 303-***-****

Career Objective:

To make key career contribution to the continued success of an established company that requires proven skills in a professional customer relations environment.

Experience: 06/28/2022-03/07/2024 Cornerstone Home Lending 10800 E Geddes Avenue Suite 100 Englewood, Colorado 80112 Loan Servicing/ Collections Received several inbound calls and assisted the customer with any loan servicing programs, concerns, payments as well as escrow questions. Also took inbound as well as outbound calls and assisted the customer with getting their loan current from a delinquent or past due status.

10/2015-12/2020 Sprint Communications Corporation 333 Inverness Drive South Englewood, Colorado 80112 Credit/ Collections Received several inbound calls daily from our telesales, retail Sprint stores and dealers at point of sale. Assisted the sales rep with a credit check if needed. Also rectified any prior accounts debt with Sprint for the customer to start new service. Position also entailed working with supervisors and our fraud department to catch any fraudulent activity before it started or report it while it was taking place.

11/2012-5/2013

Convergys / AT&T

12025 East 45th Avenue

Denver, Colorado 80239

Sales/Billing/Customer Service

Assisted the customer and rectified any concern, issue or question per policy and procedure through the appropriate application or department. Also introduced existing as well as new customers to all available products, services, upgrades and promotions

3/2007-6/2009

DirecTV / Incorporated

161 Inverness Drive West

Englewood, Colorado 80112

Case Management

Rectified escalated technical service call accounts by assisting the customer with thorough troubleshooting and proper service call work order policy if needed. Also probed the customer of all issues needing to be resolved. I documented that information and sent it to the technician to do the appropriate work . Followed up with the customer after the service call if needed making sure all technical issues we're resolved. Resigned from position regarding explainable personal circumstances.

3/2006-2/2007

Centrix Financial / Flatiron Financial

6782 S. Potomac Street

Centennial, Colorado 80112

Debt Recovery / Account Management

Mediated debt recovery through portfolio management of delinquent vehicle loans by bringing accounts current prior to repossession. Company going out of business led to layoffs, therefore accepted most recent position with Directv.

5/2005-3/2006

Progressive Financial Services / U.S. Department of Education

4500 Cherry Creek Drive South Glendale, Colorado 80246

Debt Recovery / Account Management

Mediated debt recovery for various government student loans per policy and procedure as a contractor for the federal government. Managed and settled balances on several accounts according to federal guidelines. Accepted a position with Centrix Financial for advancement in attainable future positions as well as salary.

1/2004-5/2005

Office of the Attorney General / Consumer Protection

1525 Sherman Street

Denver, Colorado 80203

Colorado Consumer Line Representative

Informed consumers on how to submit a complaint against a business or individual and contact a regulating state agency i available. Also gave information regarding recourse or action to be taken by the consumer on a personal basis if the company was not being investigated or litigated against in the near future by the state. Entered complaints into our data base per policy and procedure and forwarded to the appropriate agency as well as the Be Business Bureau. Position concluded due to the work study program time frame ending at the University of Colorado.

1/2003-11/2003

Nextel Communications Incorporated

333 Inverness Drive South

Englewood, Colorado 80112

Sales Order Support Representative

Assisted dealers and retailers at point of sale with policy and procedure for new and existing customers through account fulfillment of product inquiries, credit evaluation, activation, rate plan changes, features, software ordering issues, phone upgrades and replacements.

Position also consisted of data analysis, light troubleshooting and the ability to adapt to complaints due to change of polic

1998-2002

Directv / Incorporated

8085 South Chester Street

Englewood, Colorado 80111

Installation Service Support and Technical Service Support

Intense technical support, field service support, internal employee and dealer support services.

Trouble-shooting, dealer grievance and resolution project leadership. Quality assurance, dealer acquisition and retention services. Beta tested Tivo and Ultimate TV receivers for approval of retail sale. Position severed due to 9/11/2001 economic layoffs.

1996-1998 (Full Time)

Primestar Incorporated

5800 South Quebec Street

Englewood, Colorado 80111

Inside Sales Division / Customer Service Representative

National professional telesales marketing and promotion of company products and services.

Microsoft desktop interactive customer maintenance, up-sell / cross-sell and new client target acquisition sales skills and expertise. Extensive technical product knowledge requirement and articulation. Professional client interaction and development phone skills.

1996-1999 (Part Time)

Goldman Ellis Business Consultants Corporation

2150 South Bellaire Street

Denver, Colorado 80222

Professional Investor Relations Customer Service

National venture capital marketing corporation with substantial investor client base.

1992-1996

Frontier Business Products Incorporated

13800 East 39th Avenue

Aurora, Colorado 80010

Logistics Management Position

Daily computer based management of extensive business products company line. Duties included inventory distribution, receipt sales, account management and generally accepted accounting principles responsibility. Overall accountability for invoice / statements for product orders, purchase, distribution / shipping and inventory management.

Education:

University of Colorado at Denver / Communication Studies Denver, Colorado 2004-2005

Metropolitan State College / A.A./ Recreation and Park Administration Studies

Denver, Colorado 1987-1989

NCAA athletic scholarship / baseball

Trinidad State Junior College Liberal Arts and Sciences Studies Trinidad, Colorado 1986-1986

Skills: Microsoft Windows intermediate skills in Excel, Access, Outlook, Powerpoint and Word

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