Collections/Customer service

Angelica Banales

Customer Service Representative/Collections

480-***-**** ******.*****@*****.*** Tempe, AZ 85281 PROFESSIONAL SUMMARY

Collection Customer Service with an Intermediate bilingual proven track record in optimizing workflow and enhancing customer satisfaction. Skilled in time management and loan underwriting, I excel in high-pressure environments, ensuring compliance and delivering exceptional service. Adept at problem-solving and collaboration, I consistently exceed quality benchmarks while fostering teamwork. SKILLS

Time management, Customer Satifaction Negotiations, Collection Strategy, knowledge FTC and FDCPA Multi-tasker, Strategic Planning, Problem Solver with Solutions Loan Underwriter, Legal Documentation, Contract prepartion Collateral Assessment, Loan Evaluation, Financial Reproting Data Entry, Performance Metrics Regulatory Compliance Problem-solving abilities, adaptability to change and reliability collaboration to teamwork EXPERIENCE

KITCHEN COOK, Tempe, AZ

Sonic's Restaurant, September 2023-Present

• Prepare diverse menu items with precision, ensuring food quality and safety. collaborate with to maintain efficient kitchen operations. Accurately assemble food orders based on customer's request and ensure within timely matter. Optimize kitchen work flow ensuring and implement quality control measures enhancing overall customer satisfaction

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Being flexible and multitasking between different station in a fast pace environment. Constantly meet and exceed quality benchmarks,contributing to positive customer feedback.

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• Foster seamless team work across kitchen stations, adapting swiftly to provide crucial support during peak hours. AUTO LOAN UNDERWRITER/COLLECTION, Mesa, AZ

Presto Title Loan, March 2023-September 2023

• Performed detailed reviews of borrower's creditworthiness through analysis of credit report data.

• Managed multiple tasks simultaneously while meeting tight deadlines without compromising quality standards.

• Developed a comprehensive understanding of loan products in order to best advise customers on their options. Managing the collection accounts of 145 accounts and including and notifying the customers through various stages of collection attempts.

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Prepared written legal contracts and summary of loan terms and conditions of other legal terms in the binding contracts withan understanding of customers before signature and processing over to the next steps.

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Evaluation of condition report of collateral property value based on black book ratio and credit scores and various other factors when making an underwriting decision.

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• Ensured that all applicable laws were followed during the underwriting process.

• Deliver exceptional level of Customers Service listing to concerns and questionsin process of title loans and also competitive buy outs. CUSTOMER SERVICE CASHIER, Chandler, AZ

Circle K, September 2022-January 2023

• Performed store opening and closing duties as required.

• Built positive relationships with customers by providing friendly and helpful service. Developed strong organizational skills to efficiently manage multiple tasks simultaneously, such as restocking shelves and operating a cash register.

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• Efficiently handled customer complaints in a courteous manner, resolving issues quickly and effectively.

• Demonstrated excellent customer service skills while processing payments, helping customers find items and answering questions.

• Followed all safety protocols regarding cash handling and security procedures.

• Ensured compliance with company policies and procedures for handling money, including counting back change accurately. GENERAL LABORER, Phoenix, AZ

Allied Force labor Ready, April 2021-September 2022

• Performed general labor duties such as digging, lifting, carrying, and loading materials.

• Operated a variety of hand tools and power equipment in the performance of assigned tasks.

• Loaded and unloaded trucks with construction materials.

• Worked collaboratively in diverse environment with various employees.

• Collected and disposed accumulated trash on and around jobsite on daily basis.

• Observed and followed all safety rules and procedures, including wearing required personal safety equipment.

• Moved supplies and materials to proper location by wheelbarrow or hand truck.

• Removed waste and damaged equipment from work areas to prevent accidents. CHECK CASHIER, Mesa, AZ

Check Smart, October 2020-April 2021

• Operated cash register and accurately processed payments, returns, and exchanges.

• Responsible for accurately processing routine transactions cashing payroll private checks and collections on private loans

• Developed strong customer relationships to support satisfaction and loyalty.

• Counted and balanced cash drawer at the beginning and end of each shift.

• Operated the POS system efficiently to ensure accurate transactions.

• Ensured compliance with all company policies related to cash handling procedures.

• Reconciled daily sales reports at the end of each shift to verify accuracy of transactions. Extensive knowledge of the rules and regulations of Federal Trade commissions (FTC) following guidelines and laws of collection based rules of the FDCPA

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COLLECTION CUSTOMER SERVICE REPRESENTATIVE, Glendale, AZ BHFC Financial Service, December 2017-October 2018

• Processed payments from customers using various methods including ACH transfers, checks, money orders and credit cards. Intermediate bilingual collection with sub prime lender alon the extensive knowledge of the rules and regualtion ofthe Federal trade and the FDCPA rules and regulations for the consumer protection.

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Managed diverse client accounts implementing targeted collection stategies that hsignificantly improve recovery rates and reduced delinquencies.

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Investigated billing discrepancies and implement effective solutions toresult concerns and prevent future problemsand provided empathetic customer service and addressing concerns and offering financial gidance tohelp clients

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• Reviewed customer accounts regularly for any changes that may have occurred since last contact date.

• Demonstrated strong communication, interpersonal, organizational, and problem-solving skills in a fast-paced environment. Performed skip tracing activities in order to locate delinquent customers who had moved without providing updated contact information.

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COLLECTION CUSTOMER SERVICE REPRESENTATIVE, Tempe, AZ Adecco (Regional Acceptance), December 2017-August 2018 Assessed financial situations of delinquent customers in order to determine best course of action regarding repayment plans or settlements.

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Managed high volume accounts,negotiated payment plans and resolved complex consumerinquiries,consitently exceeding collection targets

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provided empathy to customer service,addressing concerns and finding mutually beneficial solutions to financial challenges. maintained meticulous records of customer interations and payment agreements,ensuring compliance with industry

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Implelmented new communications techniques, enhancing customer engagement and improving the success rate of negotiated payment plans.

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• Investigated disputed accounts in order to identify root cause of delinquency or incorrect billing amounts.

• Prepared weekly and monthly reports summarizing collection activity for management review. Performed skip tracing activities in order to locate delinquent customers who had moved without providing updated contact information.

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• Drafted detailed letters of demand regarding outstanding debts owed by customers. ADMINISTRATIVE AND COLLECTION ASSISTANT, Phoenix, AZ Dons Cash Back Auto Sales, LLLC, June 2011-November 2017

• Assisted patrons with locating specific items within the collection utilizing advanced search techniques. Enhansing efficiency and customer satisfaction in the porcess of vehicle purchasing and implemented cost-saviing measures resulting in substantial profit increase buy providing negotiations of selling and paper to ongoing financial services.

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• Fostered strong relationships with Vendors and Customers and coordinated cross-functional teams to enhance our sales team

• Collection on 300 accounts on various stages of aging accounts on buy here pay here establismen

• Implemented and introduce effective software that requires a fast way of data dump for spreadsheet for potential paper buyes Traced delinquent customers to new addresses by inquiring at post offices, telephone companies, credit bureaus, or through questioning of neighbors.

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EDUCATION

CERTIFICATION IN MEDICAL SECRETARY, Mesa AZ

Pima Medical Institute, August 2001

ASSOCIATE IN ARTS (A.A.) IN APPLIED FINANCE, Phoenix AZ South Mountain Community College

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