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Collections Specialist at Capital One
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Competencies
Proficient in analyzing complex data sets to derive actionable insights using Excel, Power BI, Tableau, SQL, and Python.
Skilled in providing exceptional support and resolving complex issues across financial, technical, and medical sectors.
Experienced in developing and enforcing platform policies, improving moderation accuracy and team training.
Competent in managing accounts receivable/payable and reconciling billing discrepancies with high accuracy.
Education
Languages
Summary
Dynamic and detail-oriented professional with extensive experience in debt recovery, content moderation, sales, and real-time interpretation. Proven ability to improve processes, exceed targets, and deliver exceptional service across diverse roles.
Key Achievements
- Managed over 50 accounts daily, recovering up to $100,000 in payments.
- Enhanced content moderation accuracy from 50% to over 80% at Facebook.
- Trained 200+ team members on content policies, improving overall moderation quality.
- Consistently exceeded sales targets at Verizon through exceptional customer service.
- Achieved 99% accuracy in real-time interpretation for financial and emergency services.
Experience
COLLECTIONS SPECIALIST
Managed 50+ accounts daily, customizing payment plans for effective debt recovery., Collected up to $100,000 daily and provided guidance as a Subject Matter Expert., Contributed to high Customer Satisfaction (CSAT) scores., Maintained exceptional attendance, working 60+ hours weekly.
CONTENT MODERATOR (SOCIAL MEDIA MANAGEMENT)
Monitored user-generated content, ensuring compliance with platform policies., Escalated harmful content to maintain a safe online environment.
SUBJECT MATTER EXPERT (SME) - CONTENT MODERATION
Transitioned to the Mexican market, improving content moderation accuracy from 50% to +80%., Developed guidelines with the QA team to clarify content policies., Trained 200+ team members on best practices for content review., Enhanced KPI performance, increasing investment in the market.
CROSS SALES REPRESENTATIVE
Consistently exceeded weekly sales targets, contributing to team performance., Provided exceptional customer service, resolving complex billing and technical issues., Maintained perfect attendance and achieved 100% CSAT.
OVER-THE-PHONE INTERPRETER
Provided real-time interpretation services for financial institutions, 911 calls, and insurance companies., Maintained a 99% accuracy rate, ensuring secure and efficient communication.
MEDICAL OVER-THE-PHONE INTERPRETER
Facilitated medical interpretation services over the phone for hospitals, pharmacies, and emergency rooms., Ensured clarity and accuracy in patient interactions, achieving 100% CSAT., Adhered to HIPAA regulations, maintaining strict patient confidentiality.
ACCOUNTS RECEIVABLE/PAYABLE
Managed and processed accounts receivable and accounts payable transactions with +80% accuracy., Reconciled billing discrepancies, achieving an +80% collections rate through negotiation and follow-up., Improved payment processing time by 20% using Oracle NetSuite and Tango., Provided financial insights, reducing operational costs by 15%., Ensured compliance with financial regulations, passing audits with zero issues.