CARLOS J CRUZ
Mexico, México
Summary
Experienced in customer service and collections, excelling as a QA Analyst with a focus on call quality, coaching, and process improvement. Known for innovative ideas and constant self-improvement. Committed to personal development and growth, with a goal of continuous transformation and progress in professional journey. Passionate about pushing boundaries and achieving excellence in all endeavors.
Overview
3
3
years of professional experience
Work History
Collections Specialist & Quality Assurance Analyst
First Source Solutions Mexico
CDMX
04.2024 - Current
- Started as a Collections Specialist, effectively assisting borrowers in early delinquency to resolve accounts promptly and minimize losses.
- Promoted to QA Analyst, where I led call monitoring, provided targeted coaching, and drove agent performance improvements.
- Partnered with leadership to develop training programs, enforce compliance standards, and implement quality initiatives.
- Played a key role in enhancing team productivity and elevating the overall borrower experience through data-driven insights and continuous feedback.
Collections Specialist – Charge-Off Accounts & Floor Support
Call Center Services International
CDMX
11.2023 - 04.2024
- Specialized in recovering Charge-Off accounts using urgency, tailored plans, and settlements.
- Drove same-day payments while ensuring compliance and borrower engagement.
- Provided Floor Support and coached team members, helping exceed performance goals.
- Developed strong leadership and problem-solving skills handling high-risk accounts.
Customer Service Representative & Floor Support
Teleperformance
CDMX
07.2022 - 11.2023
- Built trust and delivered personalized support in a fast-paced call center.
- Provided Floor Support and mentored new hires, improving communication and product knowledge.
Education
Law Career -
FES Acatlán – (UNAM)
Skills
- Advanced Microsoft Excel skills
- Customer service proficiency
- Collaborative problem-solving
- Collaborative mindset
- Effective relationship management
- Proficient in negotiation techniques
- Team building
Timeline
Collections Specialist & Quality Assurance Analyst
First Source Solutions Mexico
04.2024 - Current
Collections Specialist – Charge-Off Accounts & Floor Support
Call Center Services International
11.2023 - 04.2024
Customer Service Representative & Floor Support
Teleperformance
07.2022 - 11.2023
Law Career -
FES Acatlán – (UNAM)