Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Moises Gonzalez

Irvine

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Excellent communication skills and proven ability to quickly adapt to new environments. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

12
12
years of professional experience

Work History

Full-service and In-store Shopper

Maplebear Inc., DBA Instacart
12.2021 - Current
  • Full-service shopper and In-store shopper, work in partner retailer locations.
  • Detail-oriented and fast-moving retail expert with proven success at communicating effectively with customers and winning repeat business.
  • Committed to selecting and delivering exact products customer needs, on time and in perfect condition.
  • Maintained positive relationships with grocery store personnel by being consistently professional and friendly.
  • Shopped at customer’s chosen store, verified replacement items, selected freshest fruit, produce and meat and delivered groceries on-time to exact location specified.
  • Attention to detail: Ability to accurately follow shopping lists and instructions provided by clients or employers.
  • Customer Service: Providing friendly and helpful service to clients, addressing inquiries and ensuring customer satisfaction
  • Problem-Solving: Ability to handle unexpected issues during shopping trips, such as out-of-stock items or payment discrepancies, finding suitable solutions.
  • Time Management: Efficiently planning routes and completing shopping tasks within specified timeframes.
  • Satisfied customers with quick, accurate service under tight deadlines.
  • Bagged groceries carefully to keep products in perfect condition, separated fragile products and kept frozen and perishable foods cold or fresh.
  • Exceeded customer expectations consistently as evidenced by highest feedback and ratings.
  • Transporting and safely delivering items directly to customers to prevent product damage or loss.
  • Tendered customer orders at point-of-sale using payment information provided and activated any customer rewards accounts for best price availability.

Repossession Manager

High Performance Capital
01.2018 - 12.2021
  • Administered weekly and monthly trend reports to the CEO, which mitigated 25% of the company's losses.
  • Managed 10-15 representatives to run in-person operations to meet daily, weekly, and monthly company goals.
  • Collaborated with bankruptcy attorneys to save the company six months to a year of losses of cars.
  • Created effective skip-tracing techniques and collection strategies, which improved 50% effectiveness for the company.
  • Coordinated with local authorities regarding repossessions and updated cases regularly through a nationwide recovery database network.
  • Assigned 15-25 account per day for repossession with agents within an established timeframe.
  • Developed tight-knit relationships with customers, repossession agents, and private investigators through account development.
  • Reviewed and approved sensitive verification documents of lien holders within the branch.
  • Identified license plate recognition hits and created a new repossession order to effectively obtain the collateral materials.
  • Investigated multiple government sources to check for vehicle status for just one.
  • Accomplished multiple tasks within established timeframes.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Established team priorities, maintained schedules and monitored performance.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.

Repossession Specialist/ Team Lead

High Performance Capital
04.2017 - 12.2017
  • Built strong relationships with clients through consistent communication about account status updates and progress reports on recoveries made.
  • Partnered cross-functionally within organization to develop innovative strategies that improved overall success rate of asset recoveries.
  • Minimized company liability by adhering strictly to state and federal regulations during all aspects of the repossession process.
  • Collaborated closely with skip tracing specialists to locate hard-to-find debtors, resulting in higher recovery rates over time.
  • Oversaw daily operations on site, and this resulted in an increase of 40% of colleagues daily productivity.
  • Deployed automated system tracking, which improved the skip tracing process for re-located customers.
  • Trained 25 new hires on techniques and company systems used by the company on accounts.
  • Created a 200 debt repayment plan a week with customers based on current financial conditions.
  • Led charged-off accounts project where five years of past due accounts were resolved, which lead to a 5% up in revenue on a monthly basis.
  • Led operation of locating customers with overdue accounts to be in compliance with fair debt collection practices.
  • Resolved over 50 highly specific sensitive cases a month by negotiating with creditors and debtors on behalf of customers.
  • Maintained up-to-date knowledge of industry trends and best practices, enabling effective adjustments to company strategies as needed.
  • Optimized route planning for field agents, maximizing the number of successful repossessions per day.
  • Streamlined repossession processes for increased efficiency in asset recovery operations.
  • Collaborated with law enforcement to ensure safe and legal repossessions, minimizing risk for all parties involved.
  • Reduced outstanding debts by negotiating payment arrangements with debtors as an alternative to repossession.
  • Recovered assets by locating and securing collateral, ensuring minimal loss for clients.
  • Provided valuable support to other departments by sharing expertise on asset valuation, liquidation processes, and debtor negotiations.
  • Assisted in streamlining internal workflow processes to improve interdepartmental communication and collaboration among teams working towards common goals.
  • Increased overall recovery rates by developing a strong network of informants and utilizing technology-based location tools effectively.
  • Maintained comprehensive records of each repossession case, ensuring accurate and timely updates for clients and management.
  • Demonstrated strong negotiation skills in obtaining voluntary surrenders from debtors, reducing the need for time-consuming and potentially contentious repossession efforts.
  • Maintained accurate records of customer accounts, payments and payment plans.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
  • Coached team members in techniques necessary to complete job tasks.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.

Back End Collector

Gateway One Lending & Finance
02.2015 - 01.2017
  • Maintained accurate records of all collection activities, ensuring compliance with industry regulations and company policies.
  • Collaborated with cross-functional teams to identify process improvements, leading to faster cash flow realization.
  • Contributed to team goals by consistently achieving individual targets for successful collections and account resolutions.
  • Mitigated potential losses by promptly escalating unresponsive or problematic accounts to management for further action.
  • Reviewed and analyzed 50-60 accounts daily for possible vehicle repossession cases.
  • Solely handled accounts with $550k - $900K past due and resolved 20 of these accounts per month
  • Supported peers by reviewing accounts for potential issues and advises resolution process.
  • Authorized field chase, which helped resolve delinquent accounts that were overdue by 30-90 days
  • Communicated with customers to resolve delinquent accounts by negotiating deferment plans.
  • Worked on AM/PM dialer campaign to automatically call past-due accounts.
  • Adhered to all State and Federal policies and procedures in effect for specific state collections.
  • Utilized advanced negotiation skills when dealing with challenging debtors, maximizing the likelihood of successful outcomes.
  • Provided exceptional customer service while negotiating payment plans with delinquent customers, fostering positive relationships and increasing chances of future payments.
  • Monitored account performance regularly to ensure adherence to agreed-upon payment plans or settlements.
  • Reduced debtor delinquency rates through diligent follow-ups and effective negotiation strategies.
  • Managed a portfolio of accounts, prioritizing high-risk cases for immediate attention and resolution.
  • Trained new Back End Collectors on best practices, contributing to overall team success and increased productivity levels.
  • Collected on delinquent accounts to reduce overdue balances.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Achieved performance goals on consistent basis.
  • Developed strong relationships with customers to foster timely payments and account resolution.
  • Notified co-signers of delinquent accounts to assist in collecting payments.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.

Front End Collector

Gateway One Lending & Finance
10.2012 - 02.2015
  • Contributed to a positive work environment by actively participating in team meetings and offering support to colleagues as needed.
  • Collaborated closely with other departments, ensuring a thorough understanding of client situations before initiating collection efforts.
  • Boosted team productivity by sharing best practices in communication, negotiation, and conflict resolution with colleagues.
  • Reduced delinquency rates by skillfully negotiating payment arrangements that met both debtor capabilities and company requirements.
  • Managed 21-59 auto loans daily and contacted customers on an average of 75 calls daily.
  • Assisted in training new hires to learn how to manage auto loans and mediate delinquent accounts.
  • Conducted skip trace process and requested field chases when requested by management.
  • Mediated deferments with customers and resolved 45-55 delinquent accounts daily.
  • Advised peers with talk-offs working accounts and assisted in open queues during hours of operation.
  • Achieved high success rate in debt recovery through consistent follow-up on broken promises or missed payments from customers.
  • Utilized various software programs to effectively manage a large caseload of delinquent accounts, optimizing efficiency in the collections process.
  • Demonstrated excellent attention to detail when reviewing account documents, ensuring accuracy and completeness before proceeding with collection efforts.
  • Managed challenging situations calmly and professionally, diffusing tensions while seeking mutually beneficial outcomes for clients and company alike.
  • Strengthened customer rapport while maintaining professionalism during challenging conversations about delinquent accounts.
  • Built strong relationships with customers by offering empathetic understanding, clear communication, and flexible solutions to their financial difficulties.
  • Developed customized repayment plans based on individual debtor circumstances, promoting successful resolutions without compromising company goals or guidelines.
  • Responded to customer inquiries and provided detailed account information.
  • Contacted customers to discuss past-due accounts and negotiated payment plans.
  • Generated and distributed monthly customer statements.
  • Processed debtor payments and updated accounts to reflect new balance.
  • Exceeded performance targets consistently through diligent monitoring of progress toward established benchmarks.

Education

Associate of Arts - Culinary Arts

Le Cordon Bleu College of Culinary Arts - Pasadena
Pasadena, CA
11.2003

High School Diploma -

Rubidoux High School
Riverside, CA
06.2001

Skills

  • Strong Work Ethic
  • Online order fulfillment
  • Mobile payment processing
  • Supply Chain Understanding
  • Merchandising proficiency
  • Teamwork and Collaboration
  • Multitasking Abilities
  • Time management, adaptability and flexibility
  • Strong communication skills, languages: Fluent in Spanish & English
  • Technical Skills: Proficient in Google Slides, Google Docs, Microsoft Word, Microsoft Excel, Microsoft PowerPoint
  • Management Programs: Teamwork's, Shared Excel documents
  • Repossession Programs: Accurint, RDN, Auto IMS, Goldstar, Manheim, Daybreak, Genesys, NLS, Nortridge software, DMS Database Management Services, Links

Languages

Spanish
Full Professional

Timeline

Full-service and In-store Shopper

Maplebear Inc., DBA Instacart
12.2021 - Current

Repossession Manager

High Performance Capital
01.2018 - 12.2021

Repossession Specialist/ Team Lead

High Performance Capital
04.2017 - 12.2017

Back End Collector

Gateway One Lending & Finance
02.2015 - 01.2017

Front End Collector

Gateway One Lending & Finance
10.2012 - 02.2015

Associate of Arts - Culinary Arts

Le Cordon Bleu College of Culinary Arts - Pasadena

High School Diploma -

Rubidoux High School

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Moises Gonzalez