The document provides a summary of the individual's professional experience working in various roles in the cable and telecommunications industries since 2005. It highlights experience as a collections representative, group leader, account manager, dispatcher, and telecommunications security specialist for companies including Time Warner Cable, Delbert Services, ADIR International Finance, and Comcast Cable. Responsibilities included making calls to customers, processing payments, assisting with customer issues, supervising other representatives, and conducting equipment audits.

1. PROFESSIONAL EXPERIENCE
Time Warner Cable 2015-Present
Rep, Payment Services –Recoveries 2015-Present
• To provide great customer services at all times to Time Warner Cable customers and non-
customers as well.
• Work from reports, issue tickets, escalation calls or emails that have been assigning to me
by my supervisor.
• Add the proper collection fee for accounts that are in collections
• Deduct accounts for missing equipment balance that they might have from their credit
balance.
• Handle email and calls that are escalated to my supervisor.
• Pick up mail and send it to the proper department to be process.
• Process all bankruptcies that have filed electronically and by regular mail as well into the
system for the purpose to create an issue ticket.
• Work the accounts that are under bankruptcy status.
• Call customer and take calls from customers
• Work with our partners to make sure their records and our are correct at all times

2. Time Warner Cable
Account Manager 1-Proactive 2014-2015
• To provide top customer services at all times to all existing and non-existing
customers of Time Warner Cable
•From a module that is assign to me I would make 50 calls daily to existing business
customers
•To upgrade the customer services.
•I would assist customers in finding the proper solution for the customer business needs
•Build relations with the customer so that they would contact me for new location or to
make changes to their accounts.
•Create the contract in Sales Force and submitted for the customer to sign.
•Take incoming calls from customer so that I can assist them on any issue that they had
with their account.
•As an AM1-PRO I would report daily progress on reaching goal.
•Work with other departments to assure that the customer issue or order is being taking
care off on a timely manner.

3. Delbert Services 2013- 2014
Collector II 2013- 2014
•To make out bound calls so that I am able to collect on accounts that are 90+ days past due
•I received inbound calls from customers in regard to their accounts and answer all
questions that they might have so that the accounts brought back to current status
• Work 1/3 of my queue on a daily basis
• To follow up all of my Promise to pay arrangements
• Take payments with an ACH or do follow ups on MoneyGram Payments that the
customer will make
• Offer Modifications, Settlements, and Counter offer to all of the customers with in the
policy of the company and the department
• To follow the F.D.C.P.A and the AG recommendations at all times
•To meet and surpass the monthly goals given by the management team on a monthly basis
•To be in the 80% of the department by the end of the month
•As a collector II I attend the dialer on a daily basis and report any issues with the dialer.
•On accounts that have paid to settle in full or are in the settlement program and the account
does not reflect this I send out corresponding emails to the management team so that
this account reflect their proper status
• Send out emails approve by the company and department to our customers.
ADIR International Finance 2012- 2013

4. Group Leader Collection 2012-2013
• Work with other departments to provide customer services at all times.
• To make sure that all of the associates under my supervision are providing top customer
service at all times.
• To make sure that refinance, settlement forms met the policy and the procedures so that
they can be approve accordingly.
• Take escalated calls from the collectors when they need assistance.
• Run reports for the managers and supervisors for updates on department goals and
individual goals as well.
• Assist supervisors and managers by providing coverage for the lobby and the floor.
• Make sure that all of the associates follow F.D.C.P.A.
• Send accounts to legal process by making sure that they are within the policy to do so.
• Conduct safety assessments once a month Process postdated check and all other types of
payments as per the agreements made.
• Conduct several types of campaigns to meet departmental goals
Collections Representative 2012-2012
• To provide customer services at all time during inbound and out bound calls.
• Provide fast assistance to clients when they are at the lobby.
• Collect from my portfolio of accounts that are 90 days past due and more.
• Offer refinance, workout programs, settlements and minimum payments on accounts to
bring them current.
• Follow up on accounts that are in payment plan and or other representative have dealt
with.
• To make sure that I Follow the Fair Debt Collections Practice Act at all times.

5. Time Warner Cable (TWC), – El Segundo CA 2010-2012
Collections Representative 2010-2012
• To establish a friendly, professional customer relation with all of Time Warner Cable
clients.
• Address and resolve within the company policies any concerns that a client would have in
a timely matter.
• Participated in establishing the process for Neustar business accounts that were past the
90 day delinquency.
• Assisted the bankruptcy department in verifying that any account that has been part of a
bankruptcy has been close correctly when discharge by the courts and advised the
subscriber of company policies and procedures when the account are in the process of
bankruptcy.
• Meets and exceeds the monthly goal of collecting $13,500 resulting on contributing to
meet and exceeding the yearly goal of $3 million.
• Uses appropriate resources to determine if there are former debts associated with the
customer or if the account was established under false pretenses.
• Contacts customers by telephone when former debts or potential fraud is detected.
• Clears the pending non-pay queue, performs skip tracings, transfers misapplied payments
between accounts, and applies credit and adjustments as needed.
• Thoroughly investigates and documents cases involving fraud to refer to the Security
department for criminal investigation.
• Takes appropriate action and performs follow up on customer accounts in Collections
that are exceptions to routine handling. Examples are Commercial and Bulk accounts.
• Composes letters to customers to confirm payment arrangements and action that will be
taken.
• Performs follow up activities and takes appropriate action.
Contractor Quality Control 2008-2010
• Helped the customer and dispatch Help Desk with contractor’s issues and customer
questions on their work orders.
• Supported the Maintenance dispatchers when they were low on man power.
• Trained contractor dispatchers and in house dispatchers.
• Provided coverage on assign areas to make sure jobs were done on time.
• Responded to issue tracks and help desk e-mails.
• Assisted the supervisor with work flow project.

6. Dispatcher 2007-2008
• Created phone orders in Digital Phone Order Management system and in CSG Workforce
Express.
• Helped Provisioning and Confirmation Team in CSG Workforce Express on clearing old
orders that no longer where valid.
• Verified for Provisioning and Confirmation Team that the phone numbers match in
Digital Phone Order Management and in CSG Workforce Express.
• Created voice upgrades for Provisioning and Confirmation Team.
• Distributed daily work load among technicians.
• Created routes for the techs for the following day.
• Worked with the supervisors on field projects and monitoring the progress of the techs in
the field.
• Created special orders for the subscribers and for the technicians.
• Provided technical assistance to techs as well as clients.
• Participated in the Safety Committee.
Telecommunication Security Specialist 2006- 2007
• Conducted tap audits
• Prepared and provided reports daily and weekly for use by supervisors and managers.
• Supervised a team of 10+ contractors for the Tap Audit project.
• Trained contractors on the operation of the hand held devices.
• Gathered required information of in house and contractor for their I.D badges and
distribute them as well.
• Reviewed Contractors work for quality control.
Comcast Cable-Culver City CA
Telecommunication Security Specialist 2005-2006
• Collected unauthorized converters from the subscribers.
• To identify any unauthorized line that the residence may have connected to any Comcast
cable line.
• Converted nonpaying customers in to paying customers
• Conducted tap audit.

7. PROFESSIONAL DEVELOPMENT
2010 top collector.
Employee of the month for August of 2009
Lead dispatcher.
Representative for TWC Safety Committee.
Field operations certification.

8. REFERENCE
Doris Pegues
Time Warner Cable
Sales Manager
Phone Number: (310) 293-5403
Jose Gonzales
Frontier telecommunication
Fiber representative
Phone Number: (323)328-5701
Maria Rice
Time Warner Cable
Sales Manager
Phone: (310)877-4579