Summary
Overview
Work History
Skills
Timeline
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Henry Aaron Fernández Lora

Henry Aaron Fernández Lora

Manoguayabo,Santo Domingo Oeste

Summary

Hands-on call center coordinator Proficient schedule management, teambuilding, leadership development, administrative functions, and employee training. Disciplined and organized leader with a strong call center background focused on customer relations and SLA accomplishment, experienced in collections, customer service, upsell and referral programs

Overview

20
20
years of professional experience

Work History

Call Center Coordinator Collections DR and MX

GBS Dominicana
Santo Domingo, Dominican Republic
05.2021 - Current
  • Call Center coordinator for Collections and Accounts Receivable / collections administrating outbound automated dialer based campaign.
  • Recruited, trained, and managed a cross-functional team of 25+ members including agents, master agents, Junior Team Leaders and Team Leaders resulting in a 25% improvement in project efficiency and delivery.
  • Genesys Cloud based and AI powered automated outbound campaign management and analysis
  • Monthly,weekly,daily creation and administration of outbound list campaigns based in different autodialer capabilities needed (Power, progressive, predictive, preview ) according to goals accomplishments and needs in order to boost agents productivity.
  • Ensured compliance with applicable laws and regulations related to accounts receivable management.
  • Compiled weekly and monthly reports summarizing total amounts collected from each customer.
  • Generated monthly financial statements for review by management team members.
  • Maintained detailed records of all collections activities including contact attempts and payment arrangements made with customers.
  • Analyzed customer account trends to recommend improvements in the collection process.
  • Created aging reports on customer accounts receivable balances and communicated with customers regarding overdue payments.
  • Provided administrative support to Accounts Receivable department staff members as needed.
  • Developed strategies for improving collection efforts while maintaining positive relationships with clients.
  • Assisted in resolving customer billing disputes, credit issues, and discrepancies.
  • Analyzed customer accounts to identify and resolve discrepancies.

Sales Supervisor

GBS Dominicana
Santo Domingo, Dominican Republic
05.2021 - Current
  • Provided guidance and support to all members of the sales team to ensure successful completion of tasks.
  • Monitored daily operations of sales team, including customer service, product knowledge, marketing initiatives.
  • Planned and coordinated staff training sessions for new and existing employees.
  • Conducted weekly performance reviews with the sales team to ensure goals were being met.
  • Utilized CRM software systems to track customer interactions.
  • Intervened in difficult customer situations to resolve issues quickly and efficiently.
  • Collaborated with management and executives and made strategy recommendations based on insights into sales operations.
  • Created monthly reports on regional sales performance and presented to upper management.

Uber driver

Uber
08.2020 - 05.2021
  • Continuously monitored traffic conditions in order to select optimal route for passenger destination.
  • Navigated routes using GPS systems for efficient delivery of passengers.
  • Established positive relationships with customers through courteous interactions.

Roadside Assistance Agent

Copeland Management Solutions –Agero Roadside assistant
Santo Domingo, Dominican Republic
08.2019 - 08.2020
  • Provided excellent customer service to stranded motorists by answering questions, providing information, and addressing concerns.
  • Coordinated with tow truck operators or service providers to ensure prompt arrival times for customers in need of assistance.
  • Documented customer complaints and reported them to supervisors for resolution.
  • Recognized potential hazards during roadside operations and took corrective action.

Collections Team Leader

KM2 Solutions/ Santander Consumer USA
Santo Domingo, Dominican Republic
07.2017 - 05.2019
  • Monitored team performance, providing feedback and coaching to enhance productivity.
  • Handled escalated customer service inquiries from clients regarding their accounts.
  • Identified opportunities for improvement in existing processes relating to collections operations.
  • Ensured compliance with all applicable laws, regulations and company policies related to collections activity.
  • Developed customized solutions for customers unable to pay outstanding balances in full.

Spanish Medical Interpreter

Language Line Solutions
Santo Domingo, Dominican Republic
11.2016 - 06.2017
  • Facilitated conversations between doctors and patients by providing consecutive interpretation of dialogue.
  • Attended meetings with healthcare professionals to discuss the needs of Spanish-speaking patients.
  • Acted as a cultural bridge between providers and Spanish speaking families regarding health care decisions.
  • Utilized advanced terminology related to specific medical disciplines such as cardiology, neurology, gastroenterology.
  • Demonstrated sensitivity towards diverse cultural backgrounds while providing interpretation services.

General Manager /Small Business Owner

Sinergia Comercial Honduras Central América
San Pedro Sula, Cortes, Honduras
06.2006 - 01.2016
  • Outsourcing for door to door and B2B sales for telecommunication companies
  • Cellphones and accessories distribution for small retailers
  • Negotiated contracts with vendors, suppliers and customers.
  • Reviewed company performance metrics on a regular basis to identify areas of improvement or growth potentials.
  • Created budgets and monitored expenses to stay within budget limits.
  • Established partnerships with other businesses in related industries for mutual benefit.
  • Developed business plans and strategies to grow small business.

Sales Manager

Cable Sula
San Pedro Sula, Cortes, Honduras Central America
01.2004 - 01.2006
  • Created door to door sales, and B2B channels trained, coached, and mentored junior sales personnel to ensure success in their roles.
  • Created and presented monthly reports to management on sales performance.
  • Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
  • Identified and developed new markets for products or services.
  • Implemented process changes to streamline sales department workflow.
  • Managed daily operations of sales department, including supervision of staff members.
  • Developed and implemented sales strategies to increase market share.
  • Assisted senior management in developing long-term strategic goals for the company's growth.

Skills

  • Leadership Development
  • Team Leadership
  • SLA achievements
  • Staff Management
  • Staff Training
  • Accounts Receivable
  • Account Analysis
  • Collections strategies expertise
  • Performance Management
  • Analytical Thinking
  • Problem-solving aptitude
  • Professionalism
  • Adaptability
  • Strategic Planning
  • Effective Communication
  • Program Development
  • Microsoft Office

Timeline

Sales Supervisor

GBS Dominicana
05.2021 - Current

Call Center Coordinator Collections DR and MX

GBS Dominicana
05.2021 - Current

Uber driver

Uber
08.2020 - 05.2021

Roadside Assistance Agent

Copeland Management Solutions –Agero Roadside assistant
08.2019 - 08.2020

Collections Team Leader

KM2 Solutions/ Santander Consumer USA
07.2017 - 05.2019

Spanish Medical Interpreter

Language Line Solutions
11.2016 - 06.2017

General Manager /Small Business Owner

Sinergia Comercial Honduras Central América
06.2006 - 01.2016

Sales Manager

Cable Sula
01.2004 - 01.2006

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Henry Aaron Fernández Lora