Maria Guadalupe Rivera Rodríguez
Tijuana
Summary
Enthusiastic Call Center Representative with expertise at de-escalation and issue resolution. Bilingual in English and Spanish, I excelled in managing high call volumes while ensuring customer satisfaction and adherence to quality standards.
Customer service, multitasking, and debt collection abilities. Negotiating payment & settlement plans . Focus to provide every customer a positive experience and first time resolution
Overview
2
2
Languages
1
1
year of post-secondary education
7
7
years of professional experience
Work History
Call Center Representative
CCSI
Tijuana
05.2022 - 08.2026
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Offered resolutions to de-escalate calls and solve customer issues
- Educated customers on billing procedures and payment options to enhance understanding.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Followed fair debt practices and regulatory guidelines when managing collections process.
- Processed payments through various methods such as credit cards, online banking transaction
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
Call Center Representative
ACSI
Tijuana
09.2019 - 04.2022
- Managed high call volumes while maintaining quality service.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Conducted skip tracing activities to locate delinquent customers.
- Educated customers on billing procedures and payments
- Contacted customers and explained debt management to encourage timely debt payments.
- Created payment & settlement plans , based on account holders' financial status and payment abilities.
Education
GED
Chula Vista, USA Some College (No Degree) - International Business
American Intercontinental University
Los Angeles CA , USA 09.2003 - 12.2004
Skills
- FLUENT IN English & Spanish
- Payment processing
- Quality assurance
- Complaint resolution
- Customer service
- Debt negotiation
- Active listening
- Building rapport
- Professional phone voice
Languages
Spanish
First Language
English
Advanced (C1)
C1
Timeline
Call Center Representative
CCSI
05.2022 - 08.2026
Call Center Representative
ACSI
09.2019 - 04.2022
Some College (No Degree) - International Business
American Intercontinental University
09.2003 - 12.2004
GED