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Rafael
Customer Support & Collections Specialist with 9+ years in Financial Services
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Competencies
Provided bilingual support across retail, e-commerce, and financial sectors, resolving inquiries efficiently and ensuring high customer satisfaction.
Managed late-stage accounts, employed negotiation strategies, and developed tailored collection approaches to meet recovery targets.
Negotiated payment solutions and loan modifications for clients facing financial hardship, ensuring retention and compliance.
Supervised QA teams, mentored agents to meet KPIs, and managed recruitment processes to improve overall call quality.
Utilized CRM and financial tools to manage customer accounts, collections, payments, and dispute resolution.
Education
Languages
Summary
Experienced professional specialized in customer service, collections, loan modifications, and account management. Skilled in negotiation, conflict resolution, and team leadership. Adept at handling high-pressure situations and delivering excellent client outcomes in diverse industries.
Key Achievements
- Managed a portfolio of SEO and local marketing accounts, serving small to medium-sized businesses.
- Led customer retention efforts, achieving over 80% client retention through strategic objection handling and personalized solutions.
- Successfully negotiated loan modifications and payment solutions, maintaining high customer satisfaction and retention.
Experience
Retention Account Manager
Loan Modification Specialist
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,...
Late-Stage Collector
Customer Service Representative
Collections & Customer Service Representative
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., Managed late-stage accounts, employing negotiation strategies to recover...
Customer Service Representative
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., Handled 0 – 30-day collections and billing inquiries for clients in Canada, the...
QA Supervisor
Supervised quality assurance for banking sales operations., Mentored agents to achieve performance KPIs and improved call quality scores., Conducted staff management and recruitment processes.