ADRIAN GODOY

• Coached employees through day-to-day work and complex problems.
• Collaborated with other departments to address recurring customer concerns, improving overall service quality.
• Proficient in overseeing the leasing process from credit evaluation, income analysis, and data verification to new resident onboarding
• Skilled in proactively monitoring vacancies and achieving leasing goals
• Managing payment collection, executing property inspections, and facilitating resident moves and maintenance requests.

• Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
• Interacted with customers by phone, email, or in-person to provide information.
• Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
• Improved customer satisfaction by promptly answering inquiries and providing accurate information.

• Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
• Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures. 100% satisfied customers.
• Optimized workflow processes to enhance overall productivity and achieve operational excellence.

Adapted to Montreal, and improved language skills.

• Developed new strategies for customer retention activities.
• Implemented targeted outreach campaigns to re-engage inactive customers and boost repeat business.
• Reduced churn rate by developing personalized retention strategies for high-risk clients. Reduced churn to 5.3%.
• Contributed to company growth by upselling additional products and services during support interactions.
• Recommended and built the reports that allow tracking KPIs for the Customer Retention process, with the ultimate goal of facilitating decision-making and optimizing the company's revenue

• Established and implemented mass collection strategies and tactics in soft and hard collections to increase balance recovery while minimizing expenses and providing quality service to delinquent borrowers.
• Implemented customer segmentation and sufficient reporting to monitor the effectiveness of collection strategies. 13% reduction in bad debts.
• Regularized reporting to credit bureaus, including Experian and TransUnion
• Analyzed customer behavior patterns to identify risks and opportunities in the bank's processes
• Created dashboards and reports for budgetary control of collections, monitoring, and operating expenses.

• Conceived a daily view and roadmap of the risk model
• Implemented, and ensured compliance with risk management policies, monitored, and measured analysts, and evaluated and maintained scorecards
• Evaluated the creditworthiness of accounts, collection efficiency ratio (CEI) and average days past due (ADD) of collection centers and service capabilities
• Defined customer profiles to drive personalized actions for 9 million customers
• Established and optimized the Model Risk Governance, including credit and collections policies and recovery strategies
• Presented a strategic roadmap outlining key initiatives, capabilities, and tactics to achieve desired results.