Andrea Michelle Jimenez Guerrero

Andrea Jimenez
Panama, Panama Parque Lefevre 7110
+507 6113-0620 – andreamichelleg3@gmail.com
PROFESSIONAL SUMMARY
Customer Service & Collections Supervisor with 5+ years of experience in call center operations,
debt recovery, and sales. Skilled in leading high-performing teams, training representatives, and
ensuring compliance with regulations such as the FDCPA. Recognized for exceeding KPIs,
improving customer satisfaction, and fostering a results-driven culture. Bilingual in Spanish and
English.
SKILLS
• Good Listening Skills
• Web Chat Assistance
• Keyboarding
• Leadership and Coaching
• Microsoft Office
WORK HISTORY
Debt Collection Supervisor – Meduit
Connect International | 2023 – Present
• Lead a team of 18 collectors, providing training, coaching, and performance reviews to
ensure adherence to FDCPA regulations.
• Discussing debts with consumers and creating a payment plan that allows them to
pay what they owe
• Oversaw daily operations, ensuring compliance, accurate documentation, and high
customer service standards.
• Develop and implement negotiation strategies, improving recovery rates and
settlement agreements.
• Logging every contact attempt and the outcome of the contact
• Removing settled debts and deceased individuals from records
Sales Agent – Hughesnet
Iterum | 2023
• Demonstrate the products or services
• Negotiated terms and closed sales, maintaining strong client relationships.
• Generated detailed sales reports to track performance.
Customer Service Agent – Capital One
Foundever| 2022 – 2023
• Responded to customer inquiries via calls and emails, providing accurate product and
service information.
• Adhered to company policies and scripts to consistently achieve call-time and quality
standards.
• Placed outbound customer service or customer satisfaction calls to follow upon
issues.
• Achieved high satisfaction rating through proactive one-call resolutions of customer
issues.
• Processed debit and credit card and electronic check payments.
• Responded to customer requests, offering excellent support and tailored
recommendations to address needs.
Customer Service Agent – Likewize
Alorica | 2021 – 2022
• Assisted customers in the U.S. and Canada with insurance claims.
• Collected deductibles and arranged device shipments via UPS.
• Assisted call-in customers with questions and orders.
• Actively listened to customers, handled concerns quickly, and escalated major issues
to supervisor.
Car Rental Agent | 2019 – 2020
Ace Rent Car
• Determined clients’ needs and helped select appropriate rentals fulfilling
requirements.
• Managed multiple tasks in high-volume environment.
• Responded quickly to customer inquiries, answering questions and offering insight into
products.
• Kept up-to-date rental records and customer information in company systems to track
client interests and preferences.
Car Rental Agent | 2018 -2019
Budget Rent A Car
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Operated cash register for cash, check, and credit card transactions with excellent
accuracy levels.
• Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
• Assisted customers with returns, refunds and resolving transaction issues.
EDUCATION
Bachelor of Science in Psychology – Universidad de Panamá (Expected 11/2027)
High School Diploma, Science & Letters – Colegio Anglo Mexicano Bilingue (2016)
CERTIFICATIONS
• Advanced Microsoft Word, Excel & PowerPoint – IFARHU
• Excel Formulas Advanced – Online Course
• Veterinary Support Assistant – Holly & Hugo
• Cooking Techniques – IFARHU
• Introduction to English Language – IFARHU
LANGUAGES
Spanish: Native language
English: B2/C1 French: A1