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Professional Summary

Self-motivated professional experienced in both technical and non-technical, fast-paced team environments.  Seasoned Collections Manager offering expertise in billing, account management and financial administration.

  • Bilingual; Fluent in English and Spanish (read, write, speak)
  • Fast learner
  • Excellent written and verbal communication skills
  • Reliable
  • Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent projects
Work History
Recovery Specialist Apr 2018 - Current
Alliance Data Systems Corp Westminster , CO
  • Customer servicing, submitting extension requests and other loss mitigation and recovery activities.
  • Contact delinquent customers in order to secure payment and determine reason for delinquency on active or inactive loan, deposit and/or credit card accounts.
  • In the recovery area, I worked with customers to establish full balance repayment plans or settlements.
  • Worked an established list of accounts on an automated collections system and/or auto-dialer.
  • Understand and educate customers on account terms and alternate payment programs and methods.
  • Navigate a computerized data entry system and other relevant applications while staying within our regulatory and compliance guidelines within Collections.
  • Responsibility for the mitigation of losses.
Retention Specialist Mar 2017 - Apr 2018
Rise Broadband Loveland , CO

● Retained consumer memberships through utilization of sales tools and techniques

● Logged all calls into membership computer system

● Addressed consumer needs and outlined how continued membership will fulfill those needs

● Adhered to previously approved script during calls

● Responded immediately and accurately to all billing dispute inquiries

● Processed new service saved account and rescheduling orders

● Explained new services and products to existing customers

● Tabulated and reported on retention effort outcomes

Collections Specialist Jun 2016 - Mar 2017
Collection Center Inc. Loveland , CO

● Providing customer service regarding collection issues, process customer refunds, process and review account adjustments, resolve client discrepancies and short payments 

● Must communicate & follow up effectively with sales dept regarding customer accounts on a timely basis 

● Establish and maintain effective and cooperative working relationships with dealers and sales 

● Adheres to all department and company policies and procedures 

● Responsible for monitoring and maintaining assigned accounts- Customer calls, account adjustments, small balance write off, customer reconciliations and processing credit memos

Customer Service Representative May 2015 - Jun 2016
TeleTech Greeley, CO

● Handled incoming calls both from internal and external customers

● Entered orders (email, phone, fax, or written) into company order entry database

● Coded accounts for Material Safety Data Sheets, special shipping, prioritization, and incomplete entered orders 

● Assisted customers in determining product needs and provided basic assistance on products.

● Entered new accounts and updated existing accounts with accurate billing, shipping, and contact information. 

● Handled customer complaints and problems with little to no supervisory assistance.

● Initiated no charge orders, returns, warranty replacements, billings, vertical markets and commissions.

● Prepared quotes and quote to orders for customers and regional sales managers.

High School Diploma 2015
Greeley Central High School Greeley, CO
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Skill Highlights
  • 15+ years of K-12 and college teaching experiences
  • Excellent leadership and communication skills
  • Strong Interpersonal Skills
  • Extensive knowledge and experience in the managing of the Visual Reality (VR) process to educate children and adults
  • Well rounded in research study in the field of education
  • Background in Teaching and Business Organization
  • Strong track record of execution against strategic objectives
  • Courteous demeanor
  • Urban public schools background
  • Conducts functional vocational and transition assessment
  • Curriculum development
  • Positive atmosphere promotion
  • Active participation in all school activities
  • Instructional best practices
  • Scheduling
Teaching and Training
  • Head of department for Math & Special Education.
  • Served as Co-Chair for school leadership committee.
  • Served as a coordinator for Functional Behavior Assessment (FBA).
  • Served as Instructor Strategist for RTI committee.
  • Agboola, O (2012). Barriers to successful inclusion: A review of the literature: Journal of Liberal Arts and Sciences.
  • Agboola. O (2012). A comparison of general education teachers and special education teachers perceptions regarding co-teaching in an inclusion setting. Dissertation.
Professional and Public Affiliations
  • Member of National Association of Special Education Teachers.
  • Member of Learning Disabilities Association of America.
  • Member of Council of Exceptional Children (CEC).
Work Experience
Resource Specialist 12/2018 to Current Atlanta Public School Atlanta, GA
Resource Specialist 11/2016 to 11/2018 TwinRivers Unified School District Sacramento, CA
  • Direct Instruction: (1) provides direct/online instruction in academic areas to resource specialists program pupils on a one-to-one or small group basis. (2) monitors pupil progress on regular basis, participating in the review and revision of the individualized education programs
  • Consulting Services: (1) provides consultation services as follows: (2) identification and assessment of behavior patterns in pupils. (2) utilization of evaluation data for the modification of instruction and curriculum. (3) application of effective classroom management techniques.
    Coordination: (1) coordinates referral and assessment procedures. (2) assists in the coordination of the individualized education program team meetings; (3) coordinates instructional planning (i.e., the development and implementation of individualized educational programs for individuals with exceptional needs). (4) coordinates with school psychologist and other related services assessors to complete the assessment and develop reports
  • Interpretation and Implementation of Laws, Regulations, and Other Compliance Requirements: (1) schedules and monitors referral procedures in accordance with legal requirements. (2) monitors the development of individualized educational programs and conduct review meetings in accordance with legal requirements. (3) processes information leading to approval of services by child, parent, or guardian. (4) provides leadership for assuring full compliance with legal requirements
  • Parent Education: (1) provides parents with basic knowledge of assessment procedures in instrumentation and how to utilize the information. (2) provides parents with basic understanding of remedial methods and techniques as they relate to their own child's program. (3) provides parents with basic home enrichment in home management
  • Staff Development: (1) assists in planning parent education workshops. (2) attends special education service training as required and participates in providing in-service education for regular school staff.
Adjunct Professor 08/2013 to 08/2016 IVY TECH COLLEGE Indianapolis, Indiana
  • Lecture and communicate effectively with students from diverse backgrounds
  • Initiate thought-provoking classroom discussions to help students develop their critical thinking abilities
  • Maintain regularly-scheduled office hours to advise and assist students
  • Organize recruitment and admission events for prospective students
Instructor 08/2007 to 12/2007 Indiana University Bloomington, Indiana
  • Supervised 15 undergraduate students' field and teaching practice program
  • Inspired students to translate their academic interests into the real world by taking positive actions
  • Kept abreast of developments in the field by reading current literature and attending professional conferences
  • Maintained regularly-scheduled office hours to advise and assist students
Instruction Leader 10/1999 to 11/2016 INDIANAPOLIS PUBLIC SCHOOL Indianapolis, Indiana
  • Teaching and curriculum objectives: (1) Design and teach appropriate curriculum for Math, Economics and Business education classes. (2) Using appropriate materials to administer standardized ability and achievement tests, and interpret results to determine students' strengths, learning style and areas of need. (3) Served as Instructional Strategist for Response To Intervention (RTI) Committee. (4) Applied the positive reinforcement method to redirect negative behaviors
  • School Records and Inter-School Community Objectives: (1) Maintain accurate and complete student records, and prepared reports on children activities. (2) Developed individual educational plans (IEP) designed to promote educational, physical and social development. (3) Maintain active and positive relationships with students, parents and staff. (4) Maintain communication with all members of the multidisciplinary team
Community Service
Rochelle Education Services, Inc.
(1) Non-Profit organization for educational purposes. (2) Lead grant writing and fund raising processes. (3) Provide educational and career advice for the new Immigrants. (4) Tutoring and mentoring college and high school students. (5) Design and present seminars on personal finance and business formation. 
Non Graduate Degree: BCBA Program 2018 Brandman University Sacramento, CA, USA
Ed.D: Leadership & Administration Oakland University Oakland City, IN, USA
Ed.S: Leadership & Administration Indiana University Bloomington, IN, USA
Master of Arts: Special Education Oakland City Oakland City, IN, USA
Bachelor of Science: Economics University of Indianapolis Indianapolis, IN, USA
Teaching (Special Education) and School Leadership: Georgia, California and Indiana States
Strong Communicator, Team Player, Organized, Efficient, Cooperative, Reliable and Life Long Learner.

Experienced Resource Specialist driven to assist students in building educational, behavioral and social skills necessary for success in academics and beyond. Compassionate Instructional Leader bringing years of experience supporting all students.

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Professional Summary
Exceptional leader talented at being patient, listening and doing the task at hand. Technically-savvy with outstanding relationship building, training and presentation skills
    • Highly dependable
    • Patient
    • Creative 
    • Hard working
    • Project management
    • Team liaison
    • Self-motivated
    • Team leadership
  • Staff deligater
Work History
Shipping Specialist, 01/1998 to 02/2016
Bobrick / Gamco a Division of BobrickLos Angeles, CA / Durant, OK

I started working at Bobrick in Los Angeles in assembly for two years assembling soap dispensers. Moved to detail parts for another two years pulling parts for the assembly department here I was trained to drive forklifts, stand up lifts, also was trained to process paperwork and data entry. I was then asked to join the Shipping Department team. There I was trained to pull and pack orders for Fed EX ground and UPS. Pull and pack for freight size orders. In 2010, my family relocated to Gamco to the shipping department. There I did Shipping, Receiving, Cycle counts of merchandise, pulled and packed orders for inter-company trucks which I loaded myself. I processed each order.  I was also in charge of being a backup for the lead person  when she was not in the office I did the paperwork, called the trucking companies scheduled pick up and drop offs. Every morning I was  in charge to prioritize the work between the team. When help was needed I was also asked to work in all other departments. I pick up on new processes easily. Over time was no problem. 

I was asked by my supervisor to train new employees. Because of my knowledge of the warehouse, paperwork, the computer, and for my patience. I take pride in all that I do. I go out of my way to find ways to make work safe and easier for all team workers. What I am asked to do I get it is done ASAP that way I do not forget and I do it correctly. I work well with others.  Suggestions to make work safer, better, or to save money for the department or company itself was encouraged and I would always do my best to participate.

I have worked with customers in the past at a grocery store and a dog groomer. I am able to stay calm and assess the situation for what needs to be done. This includes any other situation that may come my way. I believe in being there for my team workers for anything, questions help on orders and the working of the computer.

High School Diploma: 1992
Birmingham High School - 17000 Haynes st Van Nuys, CA 91406
Certified with a lisence on the Forklift on 02/08/2016 by Kiamichi Tech 
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Seasoned Relationship Manager demonstrating cross-functional expertise by facilitating communication between sales, marketing and analytical research departments. Goal focused in fast-paced financial environments.

  • Solution management
  • Team building
  • Effective customer communication
  • Sales proficiency
Professional Experience
Relationship Manager 05/2015 to Current Bank of America Lancaster, CA
  • Work with several lines of businesses to drive consistent client experience while delivering on revenue, operational and client experience targets.
  • Utilize available resources and tools to provide end to end comprehensive advice
  • Servicing and maintaining a book of business.
  • Answering incoming calls and responding to general requests Scheduling meetings and arranging conference rooms. 
  • Establishing relationships and collaborating with administrative professionals and others in multiple organizations. 
  • Ordering office supplies, computers, and telephones.
  • Answering questions relating to bank operations and established policies and procedure.
Mortgage Service Specialist 01/2007 to 10/2014 Bank of America West Hills, CA
  • Representative for Bank of America Home Loan Servicing Department
  • Inbound calls averaging 50 to 60 a day
  • Prepared, completed and processed customer account forms and database changes
  • Trained new hire trainees to promote efficiency and productivity team-wide
  • Directed customer communication to appropriate department personnel, in addition to providing information to resolve inquiries and bolster customer satisfaction.
Associate of Arts: Business Administration/General Education 2003 Los Angeles City College Los Angeles, CA