Arlen is a dedicated professional with extensive experience in collections, team supervision, and customer service. Skilled in process optimization, client communication, and compliance, with a strong background in business administration. Bilingual in Spanish and English, committed to delivering results and continuous learning.
Expertise in managing overdue accounts, client communication, and debt recovery strategies.
Proven ability to lead call center teams, optimize workflows, and foster high performance.
Skilled in addressing customer needs, resolving conflicts, and maintaining client satisfaction.
Experience in streamlining procedures, ensuring compliance, and enhancing efficiency.
CR Wannamaker Law Firm
Filter and organize the database based on the aging of outstanding accounts.. Contact clients by phone and follow up via text message and email when they are not reached, to discuss and facilitate payment arrangements.. Record payments in the system to update daily reports and support the achievement of weekly targets.. Monitor and follow up on assigned client accounts, ensuring compliance with performance metrics and weekly goals.. Proficient in the use of multiple business and collections platforms, including Camp Legal, Workday, Airtable, HubSpot, Aircall, Slack, and Time Doctor, to support daily operations.. Make use of these tools to manage client account status, process and record payments, handle client communications, create and track support tickets, monitor performance metrics, and ensure accurate reporting and productivity tracking.
HVO COLLECTION AGENCY
Supervision of Call Center team and collection procedures.. Preparation of daily, weekly, and monthly follow-up statistics.. Supervise compliance with agency policies and procedures.. Provide feedback to the team for achieving goals and objectives.. Coordinate with the team on different recovery strategies.. Negotiation, analytical thinking.. Portfolio management, committed to achieving assigned goals.
ACODEP
Efficiently address all the needs of customers contacting the Call Center.. Input into the corresponding system all management, complaints, grievances, and suggestions arising from customer contact.. Carry out the necessary actions to meet customer requirements, establishing immediate coordination with the areas involved in the process.. Inform the customer of the resolution time for their management, complaint, and grievance according to established procedures.. Maintain a record and control of inquiries, management, complaints, grievances, and suggestions received through the Call Center.. Validate at the end of the day that all actions have been correctly recorded.. Market products and services with incoming customer calls and refer these customers to the corresponding business areas.. Advise customers on how to access the services and products offered by the Microfinance institution.. Provide or send information and documents that the customer requires to carry out their process efficiently.. Deliver quality service by attending to calls or contacts in a timely manner as established in internal procedures.
HIGHER TECHNICIAN IN BUSINESS ADMINISTRATION
BACHELOR'S DEGREE IN BUSINESS ADMINISTRATION
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Proficient in advanced computer skills, database organization, and report generation.
Banco LAFISE Bancentro
Ensure customer satisfaction and safety.. Coordinate and distribute assigned tasks among the staff in charge.. Guarantee strict compliance with the security standards established by the issuer (Visa).. Send and receive files from the issuer (Visa) for the preparation of cards.. Print contracts for individuals and legal entities for credit cards.. Verify the files of each customer for cards delivered through the messenger, ensuring they are correctly signed before sending them to the filing area.. Control the delivery of credit cards in Managua and the departments through the distributor agent.. Daily forward to the customer service area the details of cards delivered to customers for activation.. Provide daily updates to the Credit Card Management area regarding the behavior and tracking of cards in the distributor's custody.
VOLCAFENIC
Preparation of Checks.. Responsible for Petty Cash.. Scheduling Seminars for staff.. Scheduling Rested and Paid Vacations.. Payments to INSS - Inatec.