Marlen Ramirez Rivera
Collections Representative
Estado De Mexico,,MEX
Summary
Dynamic Collections Representative with excellent communication and negotiation skills. Persistent, firm and consistent in abiding by all policies and procedures. Excels through nonconfrontational negotiation and reasoning.
Overview
3
3
years of professional experience
2
2
Languages
Work History
Collections Representative
Firstsource
01.2024 - Current
- Exhibited strong time management skills, prioritizing tasks based on urgency and potential impact on business objectives.
- Managed a high volume of inbound and outbound calls, achieving daily targets for contacts and commitments to pay.
- Adapted quickly to changing priorities, maintaining a high level of performance and attention to detail in the fast-paced collections environment.
- Resolved challenging situations with friendly but firm strategies.
Customer Service Collections Representative
CCSI
01.2023 - 12.2023
- Reduced delinquency rates with proactive communication and targeted payment plans.
- Championed a positive work culture by fostering open communication channels among colleagues and encouraging collaboration.
- Established rapport with customers through active listening and empathetic communication techniques.
Customer Service Representative
Empereon Constar
12.2021 - 12.2022
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Retention Specialist
Teleperformance
12.2020 - 11.2021
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
Education
Bachelor of Science - Biology
FES Iztacala
Tlalnepantla, Estado De Mexico 05.2001 -
High School Diploma -
Escuela Nacional Preparatoria 9
CDMX, Mexico 05.2001 -
Skills
Team Collaboration
Records Maintenance
Relationship Building
Goals and performance
Conflict resolution techniques
Account Review
Negotiation
Timeline
Collections Representative
Firstsource
01.2024 - Current
Customer Service Collections Representative
CCSI
01.2023 - 12.2023
Customer Service Representative
Empereon Constar
12.2021 - 12.2022
Retention Specialist
Teleperformance
12.2020 - 11.2021
Bachelor of Science - Biology
FES Iztacala
05.2001 -
High School Diploma -
Escuela Nacional Preparatoria 9
05.2001 -