Gelsson - Customer Service & Collection Specialist with 8+ years of enhancing recovery and client relations

San José, San José, Costa Ricaen

Mentored colleagues at Experian, sharing effective collection strategies to improve recovery results.

Led collections team at Vialinx, monitoring KPIs like handle time and customer satisfaction to develop improvement strategies.

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Summary

Dedicated professional with over 8 years of experience in collections, customer service, and team leadership. Skilled in dispute resolution, account management, and stakeholder communication, with a strong track record of mentoring peers and driving process improvements.

Key Achievements

Handled billing inquiries and disputes at HP, managing inbound customer interactions across calls and chat.

Skills

Accounts Receivable ManagementAdvanced

Managed and optimized receivables processes, ensuring timely collections and dispute resolution.

Customer Support & ServiceExpert

Provided high-quality support via calls and chats, handling inquiries, complaints, and billing issues effectively.

Team LeadershipAdvanced

Led teams to improve KPIs, coached agents, and developed strategies to enhance performance metrics.

Dispute ResolutionIntermediate

Managed and resolved account disputes ensuring compliance and customer satisfaction.

Technical Skills (ERP & Excel)

Experience

Senior Representative

Experian

2015-11 - 2026-01

Mentored colleagues by sharing effective collection strategies and best practices to improve recovery results., Managed loan counseling activities and conducted quality assurance analyses to ensure compliance and performance standards., Served as the primary point of contact for assigned accounts,...

Senior Representative/Team Lead

Vialinx

2012-01 - 2015-10

Led the collections team by monitoring key performance indicators, including handle time, quality assurance, and customer satisfaction, while developing strategies to improve collection metrics., Implemented retention strategies to prevent cancellations of monthly credit report and credit score...

Customer Service/Billing

Hewlett-Packard (HP)

2009-04 - 2011-11

Handled inbound calls and chat interactions from customers regarding billing inquiries, including monthly fees, collection accounts, and billing statements.