Junior Delinquency Specialist | Collections Assistant | Account Recovery Support

Isabella Ramirez

Professional Summary

Dependable professional with 10 years of customer-facing experience and specialized training in delinquency collections. Skilled in FDCPA compliance, payment negotiation, and bilingual customer support. Proven ability to handle high-volume calls, resolve payment issues, and maintain accurate documentation. Seeking to leverage strong communication and problem-solving skills in a junior collections role.

Work Experience

Customer Service Representative at RetailWorks Outlet

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Managed 80+ daily customer calls addressing order status, returns, and payment troubleshooting, enhancing customer satisfaction. Escalated billing disputes and potential fraud cases to senior staff, ensuring timely resolution. Maintained detailed CRM call records, supporting follow-ups and accountability. Assisted in monitoring and following up on missed layaway payments and service holds, contributing to improved payment recovery.

Warehouse Assistant at MetroLogix Fulfillment Center

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Coordinated order preparation and returns, collaborating with customer support on late payment issues. Cross-trained in returns scanning and CRM updates, improving operational efficiency. Supported resolution of order discrepancies involving payment or shipping delays, ensuring accurate inventory and customer satisfaction.

Retail Associate at La Fiesta Supermercado

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Operated cashier station and provided bilingual service in English and Spanish. Notified management of account holds and declined store credit cards, supporting payment compliance. Awarded "Employee of the Month" three times for reliability and teamwork.

Education

High School Diploma

Roosevelt High School

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Skills

Technical Skills

  • Early-stage delinquency support
  • Collections communication scripts
  • Payment reminder workflows
  • FDCPA & TCPA awareness
  • Call documentation and CRM updates
  • Microsoft Excel

Soft Skills

  • Customer empathy
  • Patience
  • Problem-solving
  • Attention to detail
  • Bilingual communication

Certifications

Intro to Consumer Collections & Delinquency Management

Coursera

FDCPA Compliance & Ethical Debt Collection

edX

Payment Recovery Fundamentals for Junior Agents

LinkedIn Learning

ATS Score
78/100
Work Experience
75/100
Projects
0/100
Profile
82/100
Header
85/100
Certifications
85/100
Skills
80/100
Education
65/100
Incorporate quantifiable metrics in work experience to highlight impact (e.g., call volume handled, payment recovery rates)
Use consistent formatting with bullet points and date styles for better readability and ATS parsing
Expand education section with relevant coursework or ongoing training to reinforce professional development
Add a dedicated projects section if applicable to showcase practical application of skills
Enhance summary/profile with more keywords and measurable achievements to boost ATS ranking
Strong bilingual communication skills (English and Spanish) supporting diverse customer interactions
Specialized training and certifications in delinquency collections and FDCPA compliance
Extensive customer-facing experience with proven empathy, patience, and problem-solving abilities
Demonstrated reliability and teamwork recognized by multiple employee awards

Work Experience

75%
Work experience is detailed with clear job titles, dates, and descriptions focused on relevant customer service and delinquency-related duties.
Descriptions include some action verbs and responsibilities but lack quantifiable metrics (e.g., % improvement, call volume handled).
Job roles prior to collections are relevant but could better emphasize transferable skills like payment recovery and dispute resolution.
Use consistent formatting of dates (e.g., month and year) and consider adding bullet points to improve readability for ATS and human readers.

Projects

0%
Section missing

Profile

82%
Summary clearly states experience, skills, and career goals relevant to collections and delinquency support roles.
Profile highlights and strengths provide good detail on bilingual ability, compliance knowledge, and customer service skills.
Consider integrating some quantifiable achievements or metrics in the summary to strengthen impact and ATS keyword density.

Header

85%
Header includes clear full name, professional headline with relevant job titles, and contact information including phone, email, and LinkedIn link.
Consider adding a complete mailing address or at least city and state consistently for location to improve geographic relevance for ATS and recruiters.

Certifications

85%
Certifications are relevant, recent, and clearly described with issuing authorities and dates.
They demonstrate commitment to industry knowledge and compliance standards, which is a strong asset.
Consider listing certifications closer to the top or integrating key certification keywords into the profile summary.

Skills

80%
Skills section is well organized into hard skills, soft skills, and tools, covering relevant industry knowledge and software.
Including specific industry keywords like 'FDCPA', 'TCPA', 'collections communication scripts' enhances ATS detection.
Consider adding proficiency levels or certifications linked to these skills to further validate expertise.

Education

65%
Education section includes high school diploma with graduation year and location, which is minimal but sufficient given career level.
No post-secondary education or certifications listed here; consider integrating certifications more prominently or adding relevant coursework.
Adding any ongoing education or training related to collections could strengthen this section.