Gideon Dave Fuertes
Customer Service Representative - Collections Specialist
Taguig, Metro Manila,00
Summary
Professional with strong commitment to delivering exceptional customer service and achieving results. Adept at addressing customer needs and resolving issues efficiently. Reliable team player known for adaptability and effective communication skills. Proven track record in fostering collaborative environments and driving customer satisfaction.
Overview
8
8
years of professional experience
Work History
Account Resolution Representative-Account Payables
Wells Fargo
2024.10 - Current
- Monitored aging accounts and reached out to customers to discuss payments.
- Documented all actions performed and interactions with customers.
- Upheld strict confidentiality when dealing with sensitive client information as per company policies and regulatory guidelines.
- Provided exceptional customer service, handling inquiries and resolving issues in a professional manner.
- Participated in process improvement initiatives aimed at optimizing workflows for greater efficiency within the accounts receivables department.
- Assisted in the development of collections policies, contributing towards improved cash flow management within the organization.
Job Performance Coach - Credit Card Collections
JP Morgan & Chase
2023.01 - 2024.07
- Supervise a team of collection agents.
- Monitor daily performance and productivity.
- Provide coaching, feedback, and training.
- Track KPIs such as recovery rate, call volume, and payment commitments.
- Prepare reports for management.
- Ensure the team follows company policies and legal rules related to debt collection.
Collections Specialist IV
JP Morgan & Chase
2022.07 - 2023.01
- Used skip tracing and other techniques to locate debtors.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
Technical Support Representative - Advisor II
Concentrix
2019.05 - 2022.07
- Delivered exceptional customer service through email and chat by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Customer Service Representative
Alorica
2017.10 - 2018.09
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Civil Engineering
Northwestern University
Laoag, Province Of Ilocos Norte, Philippines 2001.04 -
Skills
Customer support
Technical troubleshooting
Client service
Records management
Client relationship building
Goal-oriented mindset
CRM software expertise
Retention strategies
Business development
Account servicing
Time management
Effective communication
Timeline
Account Resolution Representative-Account Payables
Wells Fargo
2024.10 - Current
Job Performance Coach - Credit Card Collections
JP Morgan & Chase
2023.01 - 2024.07
Collections Specialist IV
JP Morgan & Chase
2022.07 - 2023.01
Technical Support Representative - Advisor II
Concentrix
2019.05 - 2022.07
Customer Service Representative
Alorica
2017.10 - 2018.09
Bachelor of Science - Civil Engineering
Northwestern University
2001.04 -