Versatile and results-driven Business Professional who has
exceeded all expectations and performance goals in every employment endeavor seeking position in Banking / Finance industry SUMMARY OF QUALIFICATIONS * More than 11 years of successful experience serving in diverse professional roles within high-expectation environments involving customer service, business management, sales management, accounting, team leadership, and collections. * Recipient of multiple awards from employers for superior customer service and demonstrating a positive corporate image. * Utilize critical-thinking skills to perform various challenging business functions and well qualified for customer service management, administrative support roles, and back-end office operations within finance and banking industry. * Confident team player who learns new material quickly and always willing to assume additional responsibility. * Extremely dependable with very few unscheduled sick days or time off throughout entire career. * Well organized and thrive in a fast-paced, high-volume work setting where accuracy and detail counts. * Exceptional rapport- and relationship-building skills with team members, management, and the general public. * Bilingual: fluent in English and Spanish with extensive business experience working with culturally diverse populations. * Accounts Payable & Receivable * Customer Service & Retention * Project Management * Conflict Resolution * Negotiation Skills * Multitasking * Credit & Collection Operations * Problem Solving / Resolution * Data Entry * Strong Leadership Skills * High Degree of Integrity * Detail & Deadline Oriented PROFESSIONAL EXPERIENCE Verizon, Silver Spring, MD 2004 - 2010 Bilingual Consultant for a leading global broadband and telecommunications company. Worked primarily with Spanish-speaking customers in negotiating payment arrangements on Verizon residential and business accounts. Reviewed client's payment history and provided solution for payments within their financial range, according to company guidelines. * Won the 2008 Consultant Award of Excellence for exceeding client expectations. * Awarded the Outstanding Customer Experience Recognition Award 12 times. * Maintained one the highest percentages (78%) of kept customer payments consistently out of 150 consultants. URC / National Clearinghouse for Alcohol and Drug Information, Rockville, MD 2000 - 2005 Bilingual Information Specialist / Crew Chief at organization providing outreach on alcohol and drug prevention / treatment. Prepared and sent out drug and alcohol materials for callers. Answered questions related to drugs and alcohol. Researched and located substance abuse treatment centers on computer database for clients. Supervised team of 10 employees and helped clients enroll for Medicare and Medicaid services. Provided support for clients in crisis and recovery from addictions. Provided educational resources for government agencies such as the National Institute of Health and National Institute of Mental Health. * Translated various publications from English into Spanish and created a drug and alcohol information library. Comcast, Silver Spring, MD 1999 - 2000 Customer Account Executive for the largest cable operator and home Internet service provider in the U.S. Provided support via telephone for customers in resolving technical issues. Sold upgrades and new services to customers. * Received recognition for maintaining high customer retention rate 8 times. Cable TV Montgomery, Rockville, MD 1999 Sales Representative for cable company that was acquired by Comcast. Sold new services to customers as well as product upgrades. Resolved technical issues for customers. * Achieved the highest sales volume for 2 consecutive months out of 11 bilingual sales representatives. EDUCATION & PROFESSIONAL DEVELOPMENT Montgomery College, Rockville, MD Completed 47 Credits in General Studies and Psychology Customer Financial Services Residence to Business Training, Verizon The Customer-Driven Organization, NetLearn Receivable Management Call Center Initial Training, Verizon Supervisor and Development Training, NCADI Interpersonal Communication: Telephone Skills, NetLearn Samhsa Matrix Counselors Crisis Training, NCADI COMPUTER SKILLS Microsoft Office, C++, Lotus Notes, Windows, Internet Research