Experienced professional specialized in customer service, collections, loan modifications, and account management. Skilled in negotiation, conflict resolution, and team leadership. Adept at handling high-pressure situations and delivering excellent client outcomes in diverse industries.
Provided bilingual support across retail, e-commerce, and financial sectors, resolving inquiries efficiently and ensuring high customer satisfaction.
Managed late-stage accounts, employed negotiation strategies, and developed tailored collection approaches to meet recovery targets.
Negotiated payment solutions and loan modifications for clients facing financial hardship, ensuring retention and compliance.
Supervised QA teams, mentored agents to meet KPIs, and managed recruitment processes to improve overall call quality.
TJBPO
Intugo
Managed a portfolio of SEO and local marketing accounts, serving as the primary point of contact for small and medium-sized business owners across multiple industries., Led customer retention and save-to-retain (S2R) cases, handling cancellation requests through strategic objection handling,...
Intugo
Tata Consultancy Services
HYCITE Mexico
Developed strong skills in conflict resolution, mediated between clients and internal departments (finance, insurance, service, and legal) to develop tailored solutions, preventing voluntary and involuntary repossessions., Managed late-stage accounts, employing negotiation strategies to recover...
B.Sc.
Utilized CRM and financial tools to manage customer accounts, collections, payments, and dispute resolution.
Beliveo Mexico
Delivered bilingual (Spanish–English) support for a U.S.-based retail and e-commerce company., Assisted customers with order placement, payment processing, and policy application, achieving high first-call resolution., Handled 0 – 30-day collections and billing inquiries for clients in Canada, the...
REDECOM
Supervised quality assurance for banking sales operations., Mentored agents to achieve performance KPIs and improved call quality scores., Conducted staff management and recruitment processes.