David Spreadbury Guzman

Focus on outreach, prospecting, and lead qualification. Connecting with as many leads as possible and determining if the customer fits the Clients Product or Service. Move leads through the sales pipeline and set Qualified Meets for the Sales Associate.

• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Resolved concerns with products or services to help with retention and drive sales.
• Sought out extra training opportunities to enhance customer relationship management abilities.
• Responded to customer calls and emails to answer questions about products and services.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Cross-trained and backed up other customer service managers.
• Trained new personnel regarding company operations, policies and services.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

• Determined customer needs and interests to recommend to customers.
• Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
• Increased revenue with strategic upselling of products and services to existing customers.
• Logged customer data into company CRM system to foster strong account management and rapport.
• Processed customer orders and inquiries via phone, email and, in-person communication to foster top-quality service delivery.
• Promoted new products and services to existing customers, driving revenue growth and satisfaction.
• Delivered superior customer service to retain existing customers and attract future customers.

• Large balance commercial contracts that where charged off due to nonpayment. exceeded daily goals , department and for myself. Provide compliance, skip tracing and assist customer in paying their debt. This involved minimum of 75-125 calls per day. Using company created CRM
• Demonstrated leadership skills in managing projects from concept to completion.
• Maintained daily, weekly and monthly collection and metric goals.
• Arranged for repayment or established repayment schedules based on customers' financial situations.
• Maintained high volume of calls and met demands of busy and productive group.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Achieved performance goals on consistent basis.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Maintained consistently high success rate of collecting on overdue accounts.
• Used scripted conversation prompts to convey current account information and obtain payments.
• Developed strong relationships with customers to foster timely payments and account resolution.
• Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
• Verified compliance with relevant laws, regulations and best practices related to customer account management.
• Collaborated with other departments to verify customer compliance with payment plans.
• Organized and detail-oriented with strong work ethic.
• Developed and maintained courteous and effective working relationships.
• Managed time efficiently in order to complete all tasks within deadlines.
• Excellent communication skills, both verbal and written.
• Strengthened communication skills through regular interactions with others.
• Worked well in team setting, providing support and guidance.
• Excellent communication skills, both verbal and written
• Worked well in team setting, providing support and guidance
• Acted as team leader in group projects, delegating tasks and providing feedback
• Learned and adapted quickly to new technology and software applications
• Proved successful working within tight deadlines and fast-paced environment
• Worked well in team setting, providing support and guidance
• Acted as team leader in group projects, delegating tasks and providing feedback
• Applied effective time management techniques to meet tight deadlines
• Managed time efficiently in order to complete all tasks within deadlines
• Strengthened communication skills through regular interactions with others
• Resolved problems, improved operations and provided exceptional service
• Cultivated interpersonal skills by building positive relationships with others
• Proved successful working within tight deadlines and fast-paced environment
• Worked well in a team setting, providing support and guidance
• Demonstrated leadership skills in managing projects from concept to completion

• Used scripted conversation prompts to convey current account information and obtain payments.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Maintained high volume of calls and met demands of busy and productive group.
• Achieved performance goals on consistent basis.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Maintained consistently high success rate of collecting on overdue accounts.
• Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
• Developed and documented collection procedures and policies to comply with government regulations.
• Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
• Worked with customer to create debt repayment plan based on current financial condition.
• Worked in call center environment handling manual and automatically dialed outbound calls
• Maintained high volume of calls and met demands of busy and productive group
• Achieved performance goals on consistent basis
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
• Used scripted conversation prompts to convey current account information and obtain payments
• Developed strong relationships with customers to foster timely payments and account resolution
• Identified and contacted customers with overdue accounts to address payment status
• Collected on delinquent accounts to reduce overdue balances
• Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions

• Collaborated with various departments to define job qualifications.
• Networked at corporate events to find potential employees.
• Completed paperwork and work authorization forms after hiring new employees.
• Developed recruiting strategies to identify qualified candidates and build network.
• Evaluated strengths and weaknesses of candidates through effective screening processes.
• Collaborated with internal teams to continuously improve recruitment processes and execute as efficiently as possible.
• Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
• Emphasized job benefits and perks to applicants to improve organization's attractiveness.
• Studied job descriptions and qualifications to determine applicant requirements.
• Evaluated applicant credentials, conducted initial interviews and pre-screening assessments.

• Fielded customer complaints and provided solutions.
• Explained different types of loans pertaining to client situations.
• Reviewed loan files and updated to match current standards.
• Worked with underwriters to fix application problems and resolve issues.
• Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
• Negotiated loan terms and conditions with clients to maximize profitability.
• Participated in industry events and conferences to build relationships and gain market intelligence.
• Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
• Developed and implemented marketing campaigns to generate new business opportunities.
• Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
• Analyzed loan applications and credit reports to determine loan eligibility and risk level.
• Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
• Checked loan documents for accuracy prior to closing.
• Developed extensive network of referral partners to source new mortgage loan opportunities.
• Assisted customers with completing loan applications and other paperwork.
• Processed loan applications and monitored progress from start to finish.
• Established plans and payoffs for customers' loans, prioritizing control of overall costs.
• Developed and maintained relationships with customers, lenders and other third parties.
• Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
• Supervised loan personnel and motivated to maintain customer service and performance standards.
• Negotiated loan terms and conditions with customers to secure best deal.
• Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
• Monitored pipelines to track and log status of loans.
• Researched and updated industry knowledge on changing legislation and regulations.
• Evaluated loan requests and documents to verify accuracy and completeness.
• Proactively identified solutions for customers experiencing credit issues.

• Fielded customer complaints and provided solutions.
• Explained different types of loans pertaining to client situations.
• Reviewed loan files and updated to match current standards.
• Worked with underwriters to fix application problems and resolve issues.
• Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
• Negotiated loan terms and conditions with clients to maximize profitability.
• Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
• Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
• Analyzed loan applications and credit reports to determine loan eligibility and risk level.
• Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
• Checked loan documents for accuracy prior to closing.
• Developed extensive network of referral partners to source new mortgage loan opportunities.
• Assisted customers with completing loan applications and other paperwork.
• Processed loan applications and monitored progress from start to finish.
• Developed and maintained relationships with customers, lenders and other third parties.
• Assessed loan portfolios for compliance with underwriting policies.
• Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
• Identified opportunities to cross-sell and upsell loan products to customers.
• Negotiated loan terms and conditions with customers to secure best deal.
• Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
• Analyzed potential risks and evaluated loan products to identify suitable options for customers.
• Explained very technical financial information to applicants in easy to understand language.
• Evaluated loan requests and documents to verify accuracy and completeness.
• Proactively identified solutions for customers experiencing credit issues.
• Worked with underwriters to fix application problems and resolve issues
• Fielded customer complaints and provided solutions
• Explained different types of loans pertaining to client situations
• Reviewed loan files and updated to match current standards
• Developed and implemented marketing campaigns to generate new business opportunities