Gisel M. Miranda Email & Phone Number

● Proactively managed a diverse portfolio of assigned accounts while leveraging my proficiency in Spanish to support various business functions.● Enhanced customer satisfaction by engaging in productive conversations during charge-offs, resulting in higher levels of client retention.● Implemented advanced skip-tracing techniques to successfully locate collateral assets.● Skillfully negotiated settlements on charged-off accounts, effectively reducing losses for the company.● Facilitated the reinstatement process for repossessed charge-off accounts, ensuring efficient resolution and recovery.

Tampa, Florida, United States

● Achieved optimal productivity through handling workload volumes, staffing, training needs. Identifying and implementing appropriate solutions.● Monitored daily activities of four collection teams consisting of a total of 60 associates. ● Assisted in training and development of new hires. Compiled data for the creation of training materials. ● Achieved & maintained the lowest shrinkage in the pre-charge off department consistently.● Conducted daily audits and live monitoring to increase efficiency and ensure policy compliance.● Managed a diverse portfolio of specialty state collections, ensuring compliance with regulations and achieving high rates of successful collections. ● Prepared and evaluated QA reports to identify areas of improvement & aid in development.● Ensured team provided excellent customer service by providing leadership support, addressing inquiries, resolving issues, and promoting the bank’s products and services.● Held team meetings and calibrations to improve performance & motivation in teams● Performed bi-weekly call avoidance audits in order to review outliers and report to management for improvement,● Assisted the management team in talk off calls achieving 96% positive customer satisfaction in post service surveys. ● Awarded Top of the Ops Trailblazer award in March 2023 for embodying corporate behaviors and contributing to the growth of the business.

Tampa, Florida, United States

● Determined root cause of customers financial hardships while stressing urgency for repayment and demonstrating an advanced understanding of loss prevention and collection policies. ● Cross trained for both Santander Consumer and Chrysler Capital to service both prime and sub-prime lending clients. ● Skip tracing to help locate customers and secure collateral successfully contacting an average of 89% of clients in portfolio.● Selected to participate in buddy program to help guide new hires through their first weeks within the company. ● Consistently finished in the top 25% of the late stage collections department. ● Awarded Employee of the month June 2021 ● Awarded Top of the Ops Trailblazer award in September 2021 for embodying corporate behaviors and contributing to the growth of the business.

San Juan, Pr, Puerto Rico

● Determined root cause of customers financial hardships while stressing urgency for repayment and using an advanced understanding of loss prevention and collection policies.● Actively helping reduce delinquency on dialer accounts while managing assigned list. ● Gathering details to help secure collateral while utilizing skip tracing. ● Hired as an early-stage account manager in July 2017 and promoted to Late Stage account manager in July 2018.

San Juan, Pr, Puerto Rico

● Ensured accounts were worked according to business strategy and within Quality Assurance guidelines. ● Collected in accordance with all state and federal laws inclusive of Fair Debt Collection Practices Act (FDCPA). ● Determined customers reason for delinquency and assisted in resolving the problem permanently to avoid further delinquencies. ● Selected to pilot the Customer Assistance Team program to help create guidelines to aiding customers going through financial hardships.

San Juan, Puerto Rico

Attending employees with they’re benefit information and enrollments. Providing resolutions and solutions for employees.

Remote

Interpretation oral transmittal of a message from one language into another language. As an over-the-phone interpreter.• Listen to a limited or non- English speaker, analyze the person's message, and accurately convey its meaning to a Language Line Services client.• Speaking in the "first-person", going back and forth speaking for a client as well as the person who was limited English skills.• On any particular call, helping someone who was: calling 911 during emergency, reporting an accident to their insurance company, receiving instructions about completing a Medical form, making police report, opening a checking account, applying for a credit card, airport services, immigration, court and others.