Bartolo Encarnacion Email & Phone Number

Panama

• Direct team of 15 to achieve service initiative objective and maximize customer satisfaction.• Manage monthly customer service, collection metrics, evaluate error rates, call volumes, and customer complaints, and develop and implement plans to correct deficiencies in service.• Develop, implement, and update best practices to streamline operations, standardize processes, and enhance customer service.• Strengthen relationships with key internal staff across quality assurance departments to optimize customer service processes and procedures.

Panamá

• Listened to calls either recorded live or side-by-side while communicating feedback.• Encouraged good practices and discouraged bad ones.• Identified calls failing to meet predefined standards and identified the problem.• Implemented agent training and coaching initiatives.• Understood the priority of the organization and evaluated call behaviors for regulatory compliance cross-collection and adherence to policy.• Provided customer feedback and internal compliance feedback to management.

Panamá

• Researched overdue account balances.• Achieved monthly collection goals.• Documented all collection attempts accurately and truthfully.• Addressed discrepancies and processed credits and refunds when required and approved by department manager.• Contacting customers with past due balances account to obtain payments arrangements • Successfully resolved over 50 percent of assigned mortgage deficiency collections Achieved high call quality scores each week, based on each customer´s level of satisfaction after they receive a resolution