Wendy Anahi Casillas
Tlajomulco De Zúñiga, Jalisco
Summary
Hardworking Collections Specialist adept at persuading customers and obtaining payments. Strong researcher with top-notch follow-through and meticulous attention to detail.
Overview
9
9
years of professional experience
Work History
Credit and Collection Agent
At&t
05.2021 - 07.2024
- Collaborated closely with other departments, ensuring seamless communication regarding delinquent accounts and payments received.
- Reconciled debtor accounts regularly by verifying payments made against outstanding balances as well as resolving discrepancies when necessary.
- Leveraged strong negotiation skills to secure favorable settlements from debtors while maintaining professional relationships throughout the process.
- Improved debtor repayment rates by negotiating payment plans and settlements effectively.
- Assisted in training new hires, sharing knowledge on effective collection techniques and compliance requirements.
- Utilized various tools and software systems to efficiently manage workload and improve overall productivity within the collections department.
- Enhanced customer satisfaction by providing empathetic support, understanding their financial situations, and offering tailored solutions.
- Minimized credit exposure risks by providing insightful recommendations on credit extensions or adjustments based on debtor evaluations.
- Maintained accurate records of all collection activities, allowing for better tracking and analysis of performance metrics.
Customer Service Representative
Alorica
01.2021 - 05.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Restaurant Manager
Lawrence's Restaurant
12.2015 - 01.2019
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Reconciled cash and credit card transactions to maintain accurate records.
- Correctly calculated inventory and ordered appropriate supplies.
- Boosted restaurant revenue by implementing innovative marketing strategies and promotions.
- Coordinated special events bookings, working closely with clients to ensure their expectations were met or exceeded from start to finish.
- Conducted regular financial analyses of sales data in order to identify trends that informed future marketing efforts.
Education
No Degree - Accounting And Finance
Quickbooks Master Class
04.2018
High School Diploma -
King City High
King City Ca06.2011
Skills
Goal-Oriented
Debt recovery
Assertiveness
Financial knowledge
Patience and Persistence
Call center experience
Client Relations
Customer Service
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Credit and Collection Agent
At&t
05.2021 - 07.2024
Customer Service Representative
Alorica
01.2021 - 05.2021
Restaurant Manager
Lawrence's Restaurant
12.2015 - 01.2019
No Degree - Accounting And Finance
Quickbooks Master Class
High School Diploma -
King City High
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