Rafael Alejandro Saucedo Medina
Loan Servicing Associate
Guadalajara
Summary
Bilingual (Spanish–English) professional with 10+ years of experience in customer service, collections, quality assurance, and financial services. Proven ability to negotiate loan modifications, recover accounts, and retain clients under financial hardship, achieving retention rates above 80%. Skilled in conflict resolution, cross-functional collaboration, and high-volume case management. Adept at using financial systems and CRMs to document processes, mediate with stakeholders, and deliver outstanding customer support. Seeking to leverage expertise in financing and customer experience to contribute to growth-oriented organizations.
Overview
15
15
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Retention Account Manager
TJBPO
10.2025 - 12.2025
- Managed a portfolio of SEO and local marketing accounts, serving as the primary point of contact for small and medium-sized business owners across multiple industries.
- Led customer retention and save-to-retain (S2R) cases, handling cancellation requests through strategic objection handling, personalized solutions, and incentive-based offers.
- Collaborated with internal teams (SEO, verification, support) to ensure timely issue resolution and consistent service delivery.
- Maintained high customer satisfaction during high-risk scenarios, including negative reviews, ownership transfers, and provider transitions.
Loan Modification Specialist
Intugo
08.2024 - 09.2025
- Handled inbound and outbound calls with clients facing financial hardship, mechanical issues, insurance disputes, and registration problems, ensuring timely account resolution and customer retention.
- Negotiated loan modifications and payment solutions, achieving 80%+ client retention rate and successfully managing redemption cases when necessary.
- Developed strong skills in conflict resolution, mediated between clients and internal departments (finance, insurance, service, and legal) to develop tailored solutions, preventing voluntary and involuntary repossessions.
Late-Stage Collector
Intugo
11.2023 - 08.2024
- Managed late-stage accounts, employing negotiation strategies to recover outstanding debts.
- Assessed risk and developed tailored collection approaches to meet compliance and recovery targets.
- Collaborated with internal teams to optimize recovery processes.
Customer Service Representative
Tata Consultancy Services
07.2023 - 11.2023
- Delivered bilingual (Spanish–English) support for a U.S.-based retail and e-commerce company.
- Assisted customers with order placement, payment processing, and policy application, achieving high first-call resolution.
Collections & Customer Service Representative
HYCITE Mexico
01.2018 - 10.2021
- Handled 0 – 30-day collections and billing inquiries for clients in Canada, the U.S., and Mexico.
- Facilitated automatic payments, debt resolution plans, and account management.
- Provided bilingual service, maintaining high customer satisfaction while meeting compliance standards.
Customer Service Representative
Beliveo Mexico
08.2016 - 09.2017
- Supported customers for a multinational telecom & media company.
- Addressed billing inquiries, upsold plans, conducted troubleshooting, and guided customers in optimizing services.
- Consistently exceeded sales and retention metrics.
QA Supervisor
REDECOM
01.2011 - 01.2013
- Supervised quality assurance for banking sales operations.
- Mentored agents to achieve performance KPIs and improved call quality scores.
- Conducted staff management and recruitment processes.
Education
B.Sc. - Renewable Energy Engineering
Universidad Abierta y a Distancia de México
12.2023
Skills
Customer Support Loan
Certification
Getting Started as a Customer Support Specialist, LinkedIn, August 2023 — August 2023
Timeline
Retention Account Manager
TJBPO
10.2025 - 12.2025
Loan Modification Specialist
Intugo
08.2024 - 09.2025
Late-Stage Collector
Intugo
11.2023 - 08.2024
Customer Service Representative
Tata Consultancy Services
07.2023 - 11.2023
Collections & Customer Service Representative
HYCITE Mexico
01.2018 - 10.2021
Customer Service Representative
Beliveo Mexico
08.2016 - 09.2017
QA Supervisor
REDECOM
01.2011 - 01.2013
B.Sc. - Renewable Energy Engineering
Universidad Abierta y a Distancia de México