Priscilla Flores

Developed and maintained strong client relationships to ensure satisfaction and retention.

• Collaborated with cross-functional teams to align client needs with service delivery.
• Analyzed account performance data to identify opportunities for growth and improvement.
• Implemented strategic account plans, driving revenue growth through targeted initiatives.
• Mentored junior account managers, enhancing team capabilities and service quality.
• Coordinated regular feedback sessions with clients to refine service offerings based on insights gathered.
• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
• Conducted regular account reviews to identify areas for improvement and ensure continued success.
• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
• Collaborated with sales team to identify potential upsell opportunities and expand client base.
• Improved overall team productivity by implementing best practices in organization and time management.
• Streamlined account management processes, reducing response times and improving client service quality.
• Met with customers to discuss and ascertain needs, tailor solutions and close deals.
• Developed strategic account plans to align services with client objectives and drive business growth.

• Manage high complexity accounts. Help the team to resolve complaints / tickets / systems issues, Orient and train new members and retrain if necessary, Evaluate and monitor team performance (Volumes), Show leadership skills. Assist supervisor with reporting. Arrange meeting to discuss or clarify issues with internal contacts (BU/Cashapp/Billing, etc). Assist the supervisor in assessing, distributing and balancing workload of the team. Assist the supervisor evaluating the collectors work quality and providing coaching/training when needed. Assists other colleagues with difficult or complex accounts and situations, utilizing technical knowledge of collections and procedures. Assist supervisor to prepare activity and performance reports. Review the Junior´s work monthly, with their QA calcifications. Be first point of escalation before going to Supervisor and Business Units, according the strategy. Lead by example with his behavior and performance.

• Performed a variety of customer Collections activities. Follow up customer cases to obtain payment commitment and assets continuity for the company. Investigate and determine reasons of payment delinquency. Follow up placing/receiving predominantly emails and calls that require assertiveness. Maintain contact logs, track aged files, and analyze AR data. Achieve account delinquency resolution and reconcile past due items.

• Recruitment Specialist. Establishes recruiting requirements by studying organization plans and objectives; meeting with managers to discuss needs. Builds applicant sources by researching and contacting community services, colleges, employment agencies, recruiters, media, and internet sites; providing organization information, opportunities, and benefits; making presentations; maintaining rapport. Determines applicant requirements by studying job description and job qualifications. Attracts applicants by placing job advertisements; contacting recruiters, using newsgroups and job sites. Determines applicant qualifications by interviewing applicants; analyzing responses; verifying references; comparing qualifications to job requirements. Arranges management interviews by coordinating schedules; arranges travel, lodging, and meals; escorting applicant to interviews; arranging community tours.

• Resolves customer fraud, merchant, credit, or ATM claims within the bank policies and procedures. Investigate and decision daily incoming claims using multiple systems and tools; answer inquiries received by phone. Credit customer's accounts as appropriate, update customer regarding pending claims. Maintains internal operational and financial controls and ensures that they are observed for all assigned cases. Ensures that all cases are resolved in compliance with industry regulations and bank procedures, integrity levels of the department's case management system and financial controls. Works within a team environment. Received a reward for consistently demonstrate commitment to ownership of meeting performance goals and improving performance in 2013.

• Monitors and ensures regular follow up on all loan repayment agreements and analyze consumer credit accounts. Evaluates all documents in collection systems and negotiate payments with customers through all payment methods. Maintains records of all collection accounts and monitor all receivables and post amounts on customer accounts. Develops monitoring form and manage all calls from collection and credit department.