Angelina Reyna
Collections Specialist
Guatemala City
Summary
Dynamic Collections Specialist with proven expertise in debt recovery and strong negotiation skills. Achieved significant improvements in collection efforts through strategic account prioritization and relationship building. Committed to compliance and ethical practices while enhancing customer satisfaction and operational efficiency.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Collections Specialist
IDT Guatemala
05.2023 - Current
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Optimized account prioritization by analyzing customer data, enabling more targeted and effective collection efforts.
- Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
- Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
- Supported company revenue growth by recovering outstanding debt through diligent monitoring and timely action on delinquent accounts.
- Increased efficiency in resolving disputes by conducting thorough investigations into customer claims, ultimately resulting in prompt resolutions.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
Collections Specialist
HCL Technologies
01.2019 - 08.2022
- Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
- Mitigated potential losses by promptly identifying high-risk accounts requiring escalated collection actions or legal proceedings involvement if necessary.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
Small Business Advisor
Atento
08.2018 - 01.2019
- Evaluated financial performance data to provide actionable insights on revenue optimization strategies for clients'' businesses.
- Met with small business owners to discuss organizations, what each hoped to achieve and what products and services would be offered.
- Helped businesses pivot in response to changing market conditions through thorough analysis and strategic planning.
- Crafted business plans that identified long term company goals and also detailed smaller goals to keep organization on track.
Operations Supervisor
Atento BBVA
09.2017 - 03.2018
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
Customer Service Officer
Conduent
09.2015 - 03.2017
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
Collections Specialist
Capgemini Business Services
10.2014 - 10.2015
- Optimized account prioritization by analyzing customer data, enabling more targeted and effective collection efforts.
- Increased recovered amounts from written-off accounts with targeted recovery strategies.
- Negotiated repayment plans with customers to minimize financial losses, enhancing company cash flow.
Education
High School Diploma -
Escuela Tecnica En Hoteleria Y Hogar Zunil
Guatemala City, Guatemala 05.2001 -
Skills
Credit reporting
Debt recovery expertise
Call center experience
Strong negotiation skills
Operations management
Social media marketing
Effective communication
Performance monitoring
Customer support
Service recommendations
Inbound call management
Data entry
Timeline
Collections Specialist
IDT Guatemala
05.2023 - Current
Collections Specialist
HCL Technologies
01.2019 - 08.2022
Small Business Advisor
Atento
08.2018 - 01.2019
Operations Supervisor
Atento BBVA
09.2017 - 03.2018
Customer Service Officer
Conduent
09.2015 - 03.2017
Collections Specialist
Capgemini Business Services
10.2014 - 10.2015
High School Diploma -
Escuela Tecnica En Hoteleria Y Hogar Zunil
05.2001 -
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