Leonard - Customer Experience & Collections Manager with 10+ years in financial services

Managua, Managua Department, Nicaraguaen

Led a team at Connect International, overseeing performance and ensuring compliance.

Negotiated payment plans with debtors to facilitate collections and customer satisfaction.

Published on CazVid

Summary

Experienced professional with a strong background in team management, collections, technical support, and insurance operations.

Key Achievements

Managed call center operations with offshore team coordination to enhance efficiency.

Skills

Team Performance & CoachingExperto

Directed team activities, motivated staff, and tracked performance metrics to meet organizational goals.

Regulatory ComplianceAvanzado

Ensured adherence to industry regulations in collections, customer service, and insurance processes.

Negotiation & Customer RelationsAvanzado

Negotiated payment plans and addressed inquiries, maintaining positive customer interactions.

Technical Support & TroubleshootingIntermedio

Resolved technical issues related to hardware and software for customers at Concentrix.

Experience

Dept Collection/ customer experience Manager

Connect International

February 2020 - Present

Oversee team productivity and performance., Coach and motivate team members to exceed targets., Monitor delinquent accounts for collection opportunities., Ensure regulatory compliance., Manage call center operations and offshore team coordination., Implement coaching programs and track performance...