Ramon A. Garcia Jr.
Glendale
Overview
17
17
years of professional experience
Work History
Underwriting Coordinator Lead
American Express
11.2011 - Current
- Provided support for Team Leads
- Assisted peers and Team Leads with questions about case management, and processes via email, Slack, and Webex calls.
- Assisted Team Leads by taking on additional cases with specific requests and needs.
- Helped manage escalation calls.
- Started Tips & Tricks email focusing on correcting trending errors, or questions about underwriting process.
- Ran and assisted with training classes from beginning to OJT process.
- Assisted Team Lead with nesting pilot team consisting entirely of new hires and saw to their transition to the floor, by working on coaching sessions and bringing Call Handling times to floor goal /average.
- Provided feedback for errors and verbiage for better call handling.
- RLA/DART
- Provided reasons, and explanation for RLA actions, and options for appeals
- Helped survivors with cancelation or take over process of deceased customer’s accounts.
- Maintained quality while meeting productions metrics.
- Assisted with Credit Recharge Huddles.
- Provided support for current TL’s.
- Credit Collections Specialist
- Collected on accounts for Low/High Balance and Returned Payments.
Collector/Team Captain/OJT in Training
Collectcorp
09.2010 - 11.2011
- Conducted two training classes weekly for new hire representatives.
- Supervised team of five members while maintaining personal collection requirements.
- Provided second voice talk offs to efficiently close collection calls.
- Performed side by sides with new hires to help train in system and call flow proficiency.
- Provided feedback on negotiation techniques to increase team members’ earnings.
- Inspired and motivated team members to maximize productivity.
Account Manager
Tritium Card Services
04.2008 - 06.2010
- Made at least 100 calls per day to clients or debtors.
- Located and notified clients of delinquent accounts by telephone.
- Educated clients on credit card interest rates and fees.
- Advised clients of necessary actions for debt repayment.
- Recorded accurate information about the client such as address changes, new phone numbers, and work information.
- Recorded notes about the status of collection efforts.
- Understood and adhered to the regulations of the FDCPA.
Skills
- Excellent verbal and written communication skills
- Self-motivated with strong sense of time management
- Able to work independently and in a team environment
- Strong knowledge of CSP, GRU, CNG, iCruse, CAS, IMS, Triumph
- Able to lead and inspire others
- Effective at de-escalating during difficult conversations
Timeline
Underwriting Coordinator Lead
American Express
11.2011 - Current
Collector/Team Captain/OJT in Training
Collectcorp
09.2010 - 11.2011
Account Manager
Tritium Card Services
04.2008 - 06.2010
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