Guadalupe Becerra Amavizca
Santander Consumer USA
San Tan Valley
1
Language
7
years of professional experience
Dedicated financial services professional with over seven years of experience at Santander Consumer USA, progressing from Early Stage Collections to Senior Specialist in Social Media, Complex and Executive Complaints. Skilled in resolving escalated customer issues, analyzing accounts, ensuring compliance, and collaborating across teams to deliver effective solutions. A team leader who strives to continuously learn, support others, and contribute to the company’s success through a strong work ethic, analytical thinking, and a customer-focused approach. Eager to apply my experience and skills in a Credit Specialist role.
Work History
Executive and Social Media Complaints Specialist
2 Years 5 Months- Promoted to the Social Media & Executive Complaints team to manage high-profile public complaints and protect the company’s reputation through timely, professional resolutions.
- Investigate and resolve complex complaints submitted through social media platforms, executive channels, and non-customer inquiries by conducting thorough account research and collaborating with internal business partners.
- Analyze account history, identify root causes, and develop fair, customer-focused resolutions while ensuring compliance with company policies and regulatory requirements.
- Communicate effectively with customers, executives, dealerships, and cross-functional teams to provide clear expectations and drive issue resolution.
- Consistently manage a high-volume caseload while meeting quality and productivity expectations through strong organization and time management.
- Demonstrate critical thinking and sound judgment when handling sensitive, high-visibility escalations requiring professionalism, discretion, and attention to detail.
- Recognized for efficiency and initiative by consistently completing daily responsibilities while assisting leadership with special projects, reporting, audits, and other operational initiatives.
- Support department success by adapting to changing business needs, identifying process improvements, and contributing to team goals beyond core job responsibilities
Sr Specialist Complaints Management
2 Years- Promoted to the Executive Office of the President based on a proven track record of performance, leadership, and customer advocacy.
- Managed complex executive customer complaints by conducting thorough account investigations and identifying effective, long-term resolutions.
- Resolved ongoing and previously unresolved customer concerns by analyzing account history, researching root causes, and collaborating with internal business partners.
- Served as the primary point of contact for customers throughout the complaint resolution process, providing clear communication and timely updates.
- Applied critical thinking and creative problem-solving skills to develop solutions that balanced customer needs with company policies and business objectives.
- Partnered with multiple departments to investigate account activity, gather information, and ensure accurate and complete resolutions.
- Exercised sound judgment and attention to detail while handling sensitive customer concerns in compliance with company policies and regulatory requirements.
- Strengthened analytical, investigative, and decision-making skills by managing high-priority escalations requiring professionalism, empathy, and accountability.
Collection Team Leader
1 Year- Promoted to Collections Team Lead based on strong performance, leadership potential, and consistent results.
- Provided day-to-day guidance, coaching, and support to a team of collection agents to improve performance, customer interactions, and negotiation techniques.
- Mentored new and existing team members by sharing best practices, educating them on collection strategies, and reinforcing company policies and procedures.
- Assisted management with monitoring team performance, preparing reports, and tracking key performance metrics.
- Delivered constructive coaching and feedback to help improve productivity, quality, and customer satisfaction.
- Served as a resource for agents by answering questions, resolving escalated issues, and providing real-time support.
- Handled escalated customer concerns and manager calls, using strong problem-solving and de-escalation skills to resolve complex issues and deliver positive customer experiences.
- Continued to manage customer accounts while consistently meeting individual performance goals and maintaining compliance with company and regulatory requirements.
- Demonstrated strong leadership, communication, and organizational skills, earning the opportunity to advance into the Executive Office of the President.
Early Stage Collections Agent
2 Years- Consistently ranked as a top-performing collector by exceeding individual performance and quality goals.
- Built strong customer relationships by providing exceptional service while educating customers on their account status, payment options, and available solutions.
- Negotiated payment arrangements that balanced customer needs with company objectives while improving account performance.
- Managed a high-volume workload with excellent time management, organization, and attention to detail.
- Demonstrated strong communication, problem-solving, and conflict resolution skills to achieve positive customer outcomes.
- Maintained compliance with company policies and regulatory requirements while handling sensitive financial conversations with professionalism and empathy.
- Earned recognition for performance, leadership potential, and dedication, leading to promotion into a Collections Lead role.
Education
High School Diploma
Skills
Complex Complaint Resolution
Customer Relationship Management
Regulatory Compliance
Cross functional collaboration
Reporting & Documentation
Leadership & Team Mentorship
Languages
Spanish
Native or Bilingual
Timeline
Executive and Social Media Complaints Specialist
Santander Consumer USA
03.2024 - CurrentRead More
Sr Specialist Complaints Management
Santander Consumer USA
03.2022 - 03.2024Read More
Collection Team Leader
Santander Consumer USA
03.2021 - 03.2022Read More
Early Stage Collections Agent
Santander Consumer USA
03.2019 - 03.2021Read More
San Tan Foothills High School
High School Diploma
Read More