Melina Altamira
Glendale
Summary
Bilingual (English & Spanish) Senior Collector with 4+ years of collections and finance experience in high-volume inbound/outbound call centers. Skilled in negotiating payment plans, resolving past-due accounts, and delivering empathetic customer service in sensitive financial situations, Proven ability to meet and exceed monthly performance metrics while ensuring compliance with company policies and regulations. Committed to helping clients find workable financial solutions
Overview
8
8
years of professional experience
Work History
Sr. Collector
Progressive Leasing
04.2021 - Current
- Collect on past-due accounts , negotiate repayment plans, and assist customers in maintaining financial agreements
- Manage both inbound and outbound high-volume calls in English and Spanish, maintaining excellent customer satisfaction scores
- Consistently meet and exceed monthly performance metrics for recovery rates and call handling
- Handle sensitive financial information in compliance with company policies and relevant regulations
Sales Associate /Assistant Manager
Daniels Jewelers
02.2020 - 03.2021
- Sold retail merchandise to meet personal and store sales quotas
- Assisted customers with financing applications and explained multiple payment options
- Managed store operations as key holder, including opening/ closing and supervising staff
- Resolved customer complaints to ensure satisfaction and retention
Customer Service/ Technical Support Specialist
Boss Audio
08.2017 - 09.2019
- Assisted customers with warranty replacements and repair requests
- Provided technical troubleshooting over phone, email , and live chat
- Worked in a high-paced inbound/outbound call center environment handling diverse customer needs
- Delivered clear, effective communication to resolve product issues and maintain customer loyalty
Education
Oxnard High School
Oxnard, CA02-2012
Skills
- Customer Service Excellence
- Bilingual Communications ( English & Spanish)
- Conflict Resolution
- Account Recovery Strategies
- Payment Plan Negotiation
- Consumer Debt Collections
- High Volume Call Management
- Versatile and Solution Oriented
Accomplishments
- Consistently exceeded monthly collection and call handling metrics at Progressive Leasing
- Recognized for adaptability and quick learning across multiple roles and industries
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Sr. Collector
Progressive Leasing
04.2021 - Current
Sales Associate /Assistant Manager
Daniels Jewelers
02.2020 - 03.2021
Customer Service/ Technical Support Specialist
Boss Audio
08.2017 - 09.2019
Oxnard High School
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