Darianne Mateo
Santo Domingo
Summary
Results-driven Collection Specialist with over 3 years of experience in debt recovery. Led a team of 27 collectors in the DR, consistently achieving goals and maintaining KPIs. Expertise includes training and monitoring employees to ensure exceptional performance and outstanding results. Adept at implementing effective strategies to optimize collections and minimize delinquencies.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
Collection Supervisor
Katapult
09.2023 - Current
- Interview and hire potential candidates
- Conduct weekly audits of collector accounts
- Provide necessary training to job incumbents and current employees when policies and procedures change
- Monitor telephone calls for quality control
- Perform Coaching sessions
- Ensure FDCPA and HIIPA laws are followed.
- Maintained accurate records of all collections activities, ensuring compliance with regulatory standards and company policies.
- Improved customer relationships with tactful negotiation skills and empathetic communication techniques.
- Managed a diverse portfolio of clients, ensuring timely follow-up on outstanding debts while adhering to ethical debt collection practices.
- Mentored new hires on best practices in collections, fostering a culture of continuous learning and professional development.
Collections Specialist
Katapult
05.2021 - 09.2023
- Negotiating settlements to accept a percentage of the debt
- Contact customers with overdue accounts and attempt to either collect the overdue amount or negotiate a payment plan to collect it in installments.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Processed payments and applied to customer balances.
Collections Agent
Target
11.2019 - 01.2021
- Discussing debts with customers and creating a payment plan that allows them to pay what they owe
- Collecting payments via credit card or direct debit via phone
- Logging every contact attempt and the outcome of the contact.
- Built rapport with customers by demonstrating an understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained a high volume of calls and met the demands of a busy and productive group.
- Negotiated to collect the balance in full.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
Customer Service Agent
Linom Consultans Corp (IKEA)
- Contact customers after their purchase at IKEA and offer delivery and assembly services
- Assist customers with technical questions and product knowledge in a timely manner.
Store Manager
Sporto
01.2014 - 12.2017
- Ensure high levels of customers satisfaction through excellent service
- Perform inventory
- Head Cashier
- Report buying trend and customer needs
- Open and Close Store.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
Education
Industrial Engineering -
UASD
Skills
- Excellent communication skills
- Proficiency with Microsoft Office, especially Excel, Word and Outlook
- Negotiation skills
- Problem-solving skills
- De-Escalation Techniques
Certification
- Account Assistant, 05/01/19
- Collection Management, 08/01/21
Languages
Spanish
English
Timeline
Collection Supervisor
Katapult
09.2023 - Current
Collections Specialist
Katapult
05.2021 - 09.2023
Collections Agent
Target
11.2019 - 01.2021
Store Manager
Sporto
01.2014 - 12.2017
Customer Service Agent
Linom Consultans Corp (IKEA)
Industrial Engineering -
UASD
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