Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Javier Contreras

Anaheim

Summary

Dedicated Customer Service professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Experienced with customer retention strategies that drive loyalty and reduce churn. Utilizes effective communication and problem-solving skills to address client concerns proactively. Track record of building strong client relationships and fostering positive customer experience.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Collection Manager

E & S Building Maintenance
04.2020 - Current
  • Facilitated cross-functional initiatives aimed at improving internal communication between collections, sales, and finance departments.
  • Assisted in the development of training materials for newly hired collections representatives, improving departmental performance metrics.
  • Improved customer relationships through effective negotiation and conflict resolution techniques.
  • Developed customized payment plans for customers struggling with outstanding debts, promoting long-term financial stability while recovering funds owed.

Retention Specialist / Collections Manager

Level 2 Security and Automation
12.2017 - 02.2021
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
  • Negotiated contract renewals, securing continued business partnerships with satisfied clients.
  • Built constructive customer relationships to improve loyalty and recommendations.
  • Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
  • Boosted revenue through upselling and cross-selling opportunities during customer interactions.
  • Evaluated current customer retention strategies and recommended improvements.
  • Strengthened customer relationships, reaching out proactively to gather feedback and offer personalized solutions.

Training Manager / Customer Service Manager

U.S LEGAL SERVICES DSCC
12.2001 - 01.2016
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Reviewed and edited all training materials for accuracy and company policy compliance.
  • Communicated all learning and performance objectives, schedules, and training assessments to upper management.
  • Managed all exempt employee coaching, training, and performance improvement actions.
  • Created in-depth training manual for all employees.
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Analyzed effectiveness of training programs at all levels and recommended updates.
  • Implemented new learning strategies depending upon employees' skill levels.
  • Trained staff during demonstrations, meetings, conferences, and workshops.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Took ownership of customer issues and followed problems through to resolution.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Kept accurate records to document customer service actions and discussions.
  • Monitored and evaluated training performance to determine quality and cohesiveness.
  • Developed and implemented comprehensive training program to increase employee productivity and morale.
  • Collaborated with other departments to align training programs with organizational goals and objectives.

Education

Diploma -

Saddleback High School
Santa Ana, CA

Medical Coding Medical Collectors

Newbridge College
06.2004

Skills

  • Staff Training

  • New Hire Orientation

  • Debt recovery expertise

  • Accounts Payable and Accounts Receivable

  • Conflict resolution techniques

  • Sales Quota Achievement

  • Time management mastery

  • Team Meetings

  • Professionalism and integrity

  • Conflict Resolution Techniques

  • Risk assessment capabilities

  • Customer Satisfaction

  • Financial reporting

  • Client Relationships

  • Goal oriented approach

  • Learning Techniques

  • Customer Account Management

  • Customer Relationship Management

  • Budget Expenses

  • Employee Performance Evaluations

  • Past Due Account Management

  • Call Volume Analysis

  • Microsoft Office

  • Call Control

  • Individual Trainings

  • Remote Employee Training

Accomplishments

  • Supervised team of 12 staff members.
  • Resolved product issue through consumer testing.

Certification

  • CM - Certified Manager Certification
  • MCAS - Microsoft Certified Application Specialist

Languages

Spanish
Full Professional
French
English
Native or Bilingual

Timeline

Collection Manager

E & S Building Maintenance
04.2020 - Current

Retention Specialist / Collections Manager

Level 2 Security and Automation
12.2017 - 02.2021

Training Manager / Customer Service Manager

U.S LEGAL SERVICES DSCC
12.2001 - 01.2016

Medical Coding Medical Collectors

Newbridge College

Diploma -

Saddleback High School

Similar Profiles

CREATE PROFILE
Javier Contreras