Remote Customer Service Representative Candidate

CANDACE GALLEGOS

Pflugerville, TX

832-***-**** **************@*****.***

PROFESSIONAL SUMMARY

Experienced Collections and Customer Service Specialist with over 10 years of success in managing accounts receivable, resolving delinquent accounts, and delivering top-tier support. Skilled in business-to-business and consumer collections, default recovery, dispute resolution, and navigating CRM and support platforms. Bilingual in Spanish and English with strong interpersonal, negotiation, and technical troubleshooting skills. CORE SKILLS

• Business & Consumer Collections (B2B/B2C)

• Accounts Receivable & Payment Processing

• Customer Service & Conflict Resolution

• Default Recovery & Loss Mitigation

• Skip Tracing & Debt Validation

• Microsoft Office Suite (Word, Outlook, Excel)

• CRM & Call Center Tools Predictive Dialers

• Bilingual (English/Spanish) High Call Volume

Handling

• Self-Service Portals & Remote Support

• Team Mentorship & Training

PROFESSIONAL EXPERIENCE

Collections / Accounts Receivable Specialist

Registered Agent Solutions, Inc. – Austin, TX

Aug 2022 – Present

• Managed B2B collections through phone, email, and chat communication.

• Educated clients on services and assisted with self-service portal navigation.

• Processed phone payments, traced payments, issued credit memos, and negotiated repayment plans.

• Handled delinquent accounts, referrals to collection agencies, and provided full account histories. Customer Service Representative – Reverse Mortgage Celink – Round Rock, TX

Nov 2021 – Aug 2022

• Assisted borrowers in default with repayment and loss mitigation options.

• Handled inbound/outbound calls regarding home equity loans and portal navigation.

• Negotiated repayment plans and ensured compliance with loan terms. COLLECTIONS SPECIALIST

Second Round, LP – Austin, TX

April 2015 – Aug 2020

• Handled third-party collections for credit lines, auto loans, and personal loans.

• Negotiated settlements and tracked account discrepancies.

• Handled call de-escalation, participated in training new team members, and achieved bonus targets. IT Support Representative (Level I)

GM IT Innovation – Austin, TX

Jun 2014 – Mar 2015

• Provided bilingual tech support for GM internal applications and hardware.

• Resolved issues via phone, chat, and remote desktop; created escalation tickets.

• Maintained high first-call resolution rate and trained on new support tools. Collections Specialist

Gila, LLC – Austin, TX

Aug 2012 – Apr 2013

• Collected for municipal courts, utilities, and medical accounts using predictive dialers.

• Applied skip-tracing techniques and ranked in top 5 on collection team. Enrollment Specialist / Collections Agent

Maximus – Austin, TX

Nov 2011 – Feb 2012

• Educated and enrolled clients in health programs, primarily through Spanish-speaking calls.

• Promoted to Commercial Collections; managed $1M+ delinquent B2B accounts.

• Utilized skip tracing, created repayment plans, and recommended legal action on unresolved cases. EDUCATION

Small Business Certificate

James Sprunt Community College

Creative Writing Coursework

Austin Community College (ACC)

High School Diploma

ADDITIONAL INFORMATION

• Bilingual: Fluent in English & Spanish • Strong interpersonal, communication, and negotiation

VOLUNTEER TRANSLATOR

American Gateways

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