Sebastian Moreno Ortiz
Business Administrator, Collections & Payment Specialist, Logistics Coordinator
Barranquilla
Summary
Dynamic Collections Specialist with a proven track record at Treadstone Capital, LLC, excelling in debt recovery and negotiation. Leveraging strong analytical skills and empathy, I effectively resolve payment issues while maintaining compliance and fostering client relationships. Recognized for optimizing collection strategies, resulting in improved operational efficiency and customer satisfaction.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Collections Specialist
Treadstone Capital, LLC
09.2021 - Current
- Debt Recovery: Contacting clients’ customers (debtors) to follow up on unpaid invoices that have been factored.
Ensuring timely payments and setting up payment arrangements when necessary. - Compliance: Ensuring all collection efforts are in compliance with federal and state regulations, such as the Fair Debt Collection Practices Act (FDCPA).
Maintaining a high level of professionalism and ethical behavior when dealing with clients and their customers. - Account Monitoring: Monitoring aging reports and tracking delinquent accounts.
Reviewing accounts to determine appropriate collection action, such as reminders, payment plans, or escalating to legal measures if needed. - Customer Communication: Maintaining communication with clients' customers via phone, email, and letters to resolve payment issues. Handling disputes, providing invoice copies, and assisting with customer inquiries to clear up discrepancies.
- Negotiation: Negotiating payment plans or settlements while adhering to company policies.
Working with clients to find solutions that facilitate payment without damaging client relationships. - Data Management: Keeping accurate records of collection efforts, payments, and customer interactions.
Updating the company’s collections management software with all relevant notes and payment details. - Collaboration: Collaborating with the sales, finance, and operations teams to ensure smooth handling of factored invoices and related issues.
Working closely with clients to keep them informed of their customers' payment statuses. - Reporting: Generating regular reports on the status of collections, delinquent accounts, and recovery efforts.
Analyzing collections data to identify trends or areas for process improvement. - Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Optimized account prioritization by analyzing customer data, enabling more targeted and effective collection efforts.
Customer Service Manager
Tracfone Wireless, Allied Contact Center & BPO
07.2020 - 09.2021
- Key Responsibilities:
Team Management: Supervise a team of CSRs, ensuring optimal performance through coaching, training, and mentorship. Manage shift schedules and monitor daily activities to meet service level agreements (SLAs). - Performance Monitoring: Track and analyze key performance metrics like customer satisfaction (CSAT), first call resolution (FCR), and average handling time (AHT). Provide feedback to improve individual and team performance.
- Escalation Handling: Resolve complex or escalated customer issues, providing guidance to CSRs for quick, effective solutions while maintaining customer satisfaction.
- Quality Assurance: Monitor customer interactions (calls, emails, chats) to ensure quality and compliance with TracFone’s policies and regulatory guidelines. Implement corrective actions where necessary.
- Training and Development: Conduct ongoing training sessions to keep the team updated on new policies, procedures, and product offerings. Encourage skill development for career advancement.
- Process Improvement: Identify inefficiencies in customer service processes and recommend improvements to enhance customer experience and operational efficiency.
- Collaboration: Work closely with other departments like billing, sales, and technical support to resolve cross-functional issues and improve service offerings.
- Reporting: Prepare and present reports on team performance, customer trends, and areas for improvement to upper management, providing actionable insights.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
Event Logistics Officer
Intel House Event Productions
10.2018 - 07.2020
- Collaborated effectively with various departments within the organization to ensure alignment of goals during the event-planning phase.
- Synchronized transportation arrangements for speakers, staff, and VIPs to facilitate punctual arrivals and departures.
- Facilitated successful events by coordinating all aspects of venue setup, including equipment rentals, technical support, and catering services.
- Improved attendee satisfaction with well-organized event layouts and clear signage for easy navigation.
- Reduced costs for events by negotiating favorable contracts with vendors, securing high-quality services at competitive rates.
- Conducted thorough post-event analyses to identify areas requiring improvement or adjustment in subsequent events.
Education
Bachelor of Administrative Studies - Business Administration
Universidad De La Costa
Barranquilla, Colombia 05.2001 -
Skills
- Empathy Mapping
- Positive Work Environment
- Stress Management
- Communication
- Time Management
- Organization Management
- Data Entry
- Persistence
- Resiliency
- Customer Relationship Management (CRM)
- Customer Service Representatives
- Operations Management
- Teamwork
- Team Leadership
- Attention to Detail
- Creative Problem Solving
- Operational Efficiency
- Analytical Skills
- Debt recovery expertise
- Strong negotiation skills
Timeline
Collections Specialist
Treadstone Capital, LLC
09.2021 - Current
Customer Service Manager
Tracfone Wireless, Allied Contact Center & BPO
07.2020 - 09.2021
Event Logistics Officer
Intel House Event Productions
10.2018 - 07.2020
Bachelor of Administrative Studies - Business Administration
Universidad De La Costa
05.2001 -
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