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Juan Esteban Zuniga Possu

Cali, Valle del Cauca Department, Colombia

Collections Specialist with 5+ years in customer payment recovery

  • Managed high call volumes and outbound dialing for debt recovery at ADT, exceeding daily KPIs.
  • Conducted bilingual collections calls, successfully negotiating payment plans and settlements.
  • Utilized CRM tools like Salesforce and Zendesk to accurately document case progress and ensure compliance.
Collections & Payment Recovery
Expert
Specialized in recovering overdue balances through outbound calls, negotiations, and strategic payment arrangements.
Customer Service (EN/ES)
Advanced
Provided bilingual customer support, handling objections and explaining financial options clearly in English and Spanish.
CRM & Ticketing Systems
Advanced
Proficient in Salesforce, Zendesk, HubSpot CRM, and other platforms for documenting interactions and managing cases.
Communication & Negotiation
Advanced
Effectively managed objections, escalations, and negotiated payment solutions to improve recovery outcomes.
Time Management & Remote Collaboration
Advanced
Set and met daily KPIs while working remotely, collaborating with team leads to optimize performance.

Languages

English
C1
Spanish
See Full Skillset on CazVid
Jan 2025
Bilingual Collections Services
Concora Credit
Conducted outbound collections calls to recover past-due balances, negotiate settlements, and secure promises-to-pay while maintaining empathy and professionalism., Used CRM tools (Salesforce/Zendesk) to document outcomes, update account notes, and track follow-ups to resolution., Handled...
May 2023 - Nov 2024
Bilingual Collections Services
ADT
Managed high call volumes and outbound dialing to contact customers with overdue accounts and drive payment recovery., Verified customer information, confirmed account status, and explained balances, fees, and payment options clearly in English and Spanish., Processed payments and set payment...
View Complete Work History
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