Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Jose Le Shana

Miami,QLD

Summary

Talented Resolutions and Collections Manager, highly effective at managing a high volume of collections calls in fast-paced, demanding environments. Excellent conflict resolution and interpersonal skills. Driven to maximize returns and KPI's.

Proven skills in promoting products and boosting revenue by connecting with customers and effectively communicating sales recommendations.

Overview

5
5
years of professional experience

Work History

Customer Solutions

Rapid Loans
Miami, Queensland
03.2024 - Current
  • Answered incoming calls and responded to customer inquiries.
  • Assisted in the development of new administrative systems, procedures and policies.
  • Updated databases with new employee information, job changes and terminations.
  • Performed data entry tasks into computer databases from paper documents.
  • Monitored emails, sorted mail and distributed correspondence accordingly.
  • Developed procedures to ensure timely collection of payments from customers.
  • Analyzed customer payment trends and developed strategies to reduce overdue accounts.
  • Negotiated payment plans with customers in arrears or at risk of defaulting on payments.
  • Identified and tracked down individuals who have skipped out on financial obligations.
  • Contacted employers, banks, credit agencies, family members and other sources to locate debtors.
  • Conducted online searches using specialized databases and software tools to find accurate contact information for debtors.
  • Assisted in preparing cases for legal proceedings by obtaining statements from witnesses or gathering evidence pertinent to the case.

SPER Service Officer

Queensland Revenue Office
Gold Coast, Queensland
03.2023 - 03.2024
  • Provided customer service and support to clients, responding to inquiries in a timely manner.
  • Assisted with the development of policies and procedures related to customer service.
  • Maintained accurate records of client interactions and transactions.
  • Performed administrative duties such as data entry, filing, and record keeping.
  • Answered phone calls professionally and provided information to callers as needed.
  • Collaborated with other departments to process enforcement.
  • Coordinated activities between various internal departments to provide better services for clients.
  • Ensured compliance with industry standards while performing daily tasks.
  • Processed inmate entry to and departure from jail by collecting personal information.
  • Performed administrative law enforcement duties such as report writing, bank and asset enquiries
  • Connected individuals with relevant community resources and coordinated referrals.
  • Answered questions and responded to inquiries to deliver high level of service to clients.
  • Responded to customer inquiries about billing issues, account status, and payment options.

Resolution Manager/Collections Manager

AGL
06.2019 - 01.2022
  • Maintained accurate records of all sales activities and results.
  • Created presentations for potential customers outlining product benefits.
  • Provided exceptional customer service throughout the entire sales process.
  • Prepared weekly reports summarizing current sales performance metrics.
  • Devised innovative and targeted solutions for each case to achieve mutually satisfactory resolutions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Counseled debtors on payment options and arranged installment agreements.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Monitored accounts for compliance with established payment plans and flagged non-compliances.

Front of House Team Member

The Tropic
10.2022 - 03.2023
  • Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
  • Kept server areas clean and stocked to increase efficiency while working tables.
  • Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
  • Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.

Front of House Team Member

Bang Bang
03.2022 - 10.2022
  • Established welcoming atmosphere by greeting each guest warmly.
  • Trained new staff in front-of-house procedures, customer relations and cleaning.
  • Helped guests at tables when in need of assistance.
  • Utilized POS system to receive and process food and beverage orders.

Education

High School Diploma -

Thornberry Highschool
VIC
11.2016

Skills

  • Dispute management
  • Document preparation
  • Conflict mediation
  • Critical thinking
  • Decision-making
  • Self-Motivated
  • Flexible and Adaptable
  • Active Listening
  • Excellent Communication

References

References available upon request.

Timeline

Customer Solutions

Rapid Loans
03.2024 - Current

SPER Service Officer

Queensland Revenue Office
03.2023 - 03.2024

Front of House Team Member

The Tropic
10.2022 - 03.2023

Front of House Team Member

Bang Bang
03.2022 - 10.2022

Resolution Manager/Collections Manager

AGL
06.2019 - 01.2022

High School Diploma -

Thornberry Highschool

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Jose Le Shana