Claudia Delgado
San Tan Valley
Summary
Collections Supervisor with experience in leadership, new hire training, and 13+ years of customer service experience. Bilingual in Spanish with strong communication and listening skills. Known for building rapport, de-escalating situations, solving problems, and creating positive customer experiences in fast-paced environments.
Overview
14
14
years of professional experience
Work History
Supervisor / Trainer & Quality Assurance
Yessio
Sandy
02.2017 - Current
- Supervising a team of 13+ collections agents, providing daily guidance and feedback to achieve performance goals
- Handle escalated customer situations by building rapport, de-escalating concerns, and identifying effective solutions
- Train new hires on systems, collection procedures, and effective communication techniques
- Create training materials and support ongoing development to strengthen team performance
- Monitored call quality to ensure adherence to FDCPA procedures and effective negotiation techniques.
Host
Salt Palace Convention Center
Salt Lake City
02.2018 - 02.2020
- Greeted guests to create welcoming atmosphere.
- Addressed guest inquiries and resolved concerns to enhance event experience.
- Provided information about events and services to attendees.
Collections Agent
Yessio
Sandy
11.2015 - 02.2017
- Negotiated payment plans and settlements with customers based on their financial situation
- Built rapport with customers while handling sensitive conversations and resolving account concerns
- Documented customer interactions accurately while following company policies and compliance guidelines
Customer Service Representative (RCI)
Convergys
Taylorsville
10.2012 - 11.2015
- Answered customer questions and resolved issues in a timely manner
- Assisted customers with booking and exchanging vacation stays
- Educated customers on product features and benefits, enhancing understanding
Education
GED -
Granite Peaks
Salt Lake City, UT01-2012
Skills
- Team leadership
- Multitasking
- De-escalation and negotiation
- Customer retention
- Problem solving
- Attention to detail
- Effective communication
- Time management
Timeline
Host
Salt Palace Convention Center
02.2018 - 02.2020
Supervisor / Trainer & Quality Assurance
Yessio
02.2017 - Current
Collections Agent
Yessio
11.2015 - 02.2017
Customer Service Representative (RCI)
Convergys
10.2012 - 11.2015
GED -
Granite Peaks