Karina Milla
San Pedro Sula
Summary
Dynamic Collections Supervisor with a proven track record at Unified CX, enhancing collections efficiency through strategic planning and performance metrics. Skilled in team supervision and staff training, I excel in decision-making and active listening, fostering high customer satisfaction and loyalty while ensuring compliance with legal standards.
Proven track record of maintaining efficient office operations. Expertise in scheduling and coordinating meetings, managing travel and expense reports, and transcribing minutes.
Overview
13
13
years of professional experience
Work History
Collections Supervisor
Unified CX
09.2017 - Current
- Enhanced collections efficiency by implementing and monitoring strategic collections plans.
- Streamlined department operations by optimizing workflows, policies, and procedures.
- Maintained a high level of customer satisfaction through professional communication and dispute resolution tactics.
- Established performance metrics to evaluate team success and identify areas for improvement.
- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
Customer Service Representative
KM2 Solutions
07.2012 - 03.2013
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Bachelor of Business Administration And Management -
Universidad Tecnologica De Honduras (UTH)
San Pedro Sula, Honduras11-2008
Bachelor of Science - Business Administration And Management
Instituto Tecnico De San Pedro Sula
San Pedro Sula, Honduras11-2001
Skills
- Team supervision
- Staff training
- Staff coaching
- Decision-making
- Active listening
- Goals and performance
- Call center background
- Teamwork
- Customer service management
- Multitasking Abilities
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Collections Supervisor
Unified CX
09.2017 - Current
Customer Service Representative
KM2 Solutions
07.2012 - 03.2013
Bachelor of Business Administration And Management -
Universidad Tecnologica De Honduras (UTH)
Bachelor of Science - Business Administration And Management
Instituto Tecnico De San Pedro Sula
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