Christian Palomares

• Handles 30-50 incoming and outbound calls daily to provide customers debt information, help resolve accounts with an average of 3 months in delinquency by recommending solutions, provide credit card usage, verification of payment, online technical support and assists with other account-related concerns.
• Fraud / Disputes: Handles inbound calls to identify and investigate possible fraudulent activities, taking actions on securing account protection, and assist customers and merchants in clearing fraud and dispute concerns.
• Maintained compliance with fair debt practices and regulatory guidelines. Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
• Trained new team members on company services and performance strategies and provided mentoring. Achieved performance goals on consistent basis.

• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Worked closely with managers and clients to maintain optimum levels of communication to effectively and efficiently complete projects.
• Delivered team member services and customized employee programs focused on optimizing labor relations and communications.
• Partnered with HR personnel to create and implement engagement programs and performance incentives.
• Planned and launched large-scale events that boosted employee participation by 90%.

• Troubleshot and resolved online hotel reservation issues and concerns to promote seamless ordering process for customers.
• Documented and updated customer records in to record interactions and facilitate follow-up. Evaluated account and service histories to identify trends, using data to mitigate future issues.
• Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment. Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
• Helped customers navigate website to book hotels online for added convenience and access to larger inventory. Provided information regarding charge accounts and loyalty programs.
• Delivered excellent customer service, resulting in consistent 80% customer satisfaction rating.