Carlos Esteban Angulo Leal

As a a Billing Specialist I perform various activities to support the company’s accounting department and billing processes.

In this position, I provide outstanding customer service and assist the customers with all aspects of their invoicing, accounts receivable, and pricing related questions through inbound calls, emails and Salesforce cases.

My Areas of Focus:

• Manage inbound calls regarding Billing Inquiries
• Manage a queue in Salesforce working out of cases related to Billing Inquiries
• Assist with updating customer’s method of payment
• Assist with applying credits and refunds in NetSuite
• Assist with one-off payment re-attempts
• Ability to confirm the method of payment on file
• Ability to download and read invoices in Netsuite and Salesforce
• Manage the "Billing@" Email Address in Gmail
• Assist with AR Specialist’s outbound calls to collect payment instruments
• Assist with AR Specialist’s outbound calls to warn of an overdue balance
• Deciphering a Customer’s “Customer Health” in Salesforce [Collections/Churned etc.]

• At DXC I provided excellent customer service experience, explaining to customers their life insurance policies and features, helping them to better understand the product, the best way to keep it and work with it
• To provide billing information such as due date of payments, payment history, fees explanation, time frames and payment planning
• To process death benefit claims, loans, surrender, dividend with withdrawals and payments
• Work as a middle man between the company’s different departments and the customer to resolve and assist diverse types of inquiries such as, refunds, missaplied payments, policy reinstatements, and policy changes
• Provide and assist the customers with the policy forms and their inquiries about them, guiding them through the forms completion.

• At Sykes I handled to expertise in disputes advisory and assistance, providing advise and explaining processes to customers to obtain the best outcome from a dispute process
• As an extra mile helped them conciliate reimbursements directly with different merchants over the phone
• Provide assistance to resolve customer´s financial inquiries regarding transactions on their credit card accounts
• Assist card holders calling different merchants to resolve disputes over the phone obtaining the best outcome possible
• To file reports of lost or stolen credit cards providing assistance and protection to customer´s accounts providing different options like blocking merchants from charging customers, locking customers accounts and or providing new cards
• Provide excellent customer service while offering information and assistance with different banking products and services.

• As a contractor employee working at Hewlett Packard I learned and expertised in Technical Support assistance TIER I and TIER II for two different business clients, Bimbo and Pfizer and their respective systems and equipment, learned and experticed while provided excellent service and good attitude
• Identify through probing questions technical issues with Hewlett Packard equipment as laptops, printers and support their respective software, troubleshooting and resolving different priority issues in accordance to Hewlett Packard´s Service Level Standards
• Resolve or properly escalate tickets received through the supporting site according to their priority
• Scheduled appointments with users for technical support and assistance
• Remotely access and controlled user´s computers for software configuration and troubleshooting
• Fix and resolved Outlook configuration problems such as .OST file recreation, .PST data storage not found and Enterprise vault synchronization issues
• Resolve, assigned or escalated high priority tickets for problems that were affecting more than 5 users nor production
• Tol explain and instruct users over the phone for basic troubleshooting their computers in regards to software failure and configuration on different equipment for their business such as fax machines, local or network printers
• To grant access to users for their respective equipment following the Hewlett Packard´s security standards and procedures
• Manage all account´s different business sites for different inquiries such as product ordering and or technical assistance.

• At Aegis Global I performed for three different business accounts providing excellent customer service, debt collection and help desk support tier I
• Expertised while providing great service and help desk support for the on line website Shutterfly.com Helped resolving product or service issues by clarifying the customer's inquiries; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment and following up to ensure resolution
• Maintained customer records by updating their account record information
• To gather customer information and determine the issue with the company’s website by evaluating and analyzing the symptoms explained
• Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services
• Resolve customer service or billing complaints by performing activities such as exchange of merchandise, refunding money and adjusting bills
• Expertise providing excellent service for the company Humana, during this time I got promoted to Team Leader
• Read from scripts provided by the company to fill out the customer's forms for getting a health care card for Medicaid and Medicare services, like questionnaires and personal information
• Handle high call volumes
• Answer calls to customers in applicable languages (English or Spanish)
• Work with a handle time for inbound calls for a maximum of 7 minutes
• Team leader: Monitor the team’s performance to make sure that the team stays on schedule and meets their performance metrics
• Work with manager and supervisor to ensure proper customer service is being delivered
• Compile reports on overall customer satisfaction
• Prepare standard reports to track workload, response time and quality of input
• Focus and guides self and team members in accomplishing work objectives
• Provide coaching and feedback to ensure that the defined customer experience is delivered in every call
• Stay close enough to team members to recognize their shortcomings or weaknesses and address these
• Recognize and celebrate team and individual accomplishments and exceptional performance
• Contribute to staff appraisals and supervision process
• In Humana Health Care I was in charge of calling subscribers of a health care insurance in order to confirm the terms previously agreed by the customers and schedule appointments for customers who needed health care assistance
• Worked with a portfolio of patients that got injured at work to get them schedule for Therapy following different procedures depending of the Insurance Company they previously signed up with
• Search in the system the patient's addresses to find them the nearest Health Care Center in Medrisk's network and make a conference call with the patient to schedule the appointment
• Send all required documentation to the Center for the proper care of the patient
• Document accounts in a clear concise manner as well as understand written instructions properly to make sure customers received their specific treatment
• Meet quality standards for service and evaluation of customer satisfaction
• Review insurance terms with the customers in order to guarantee customer satisfaction
• Demonstrate positive customer service and empathy with every customers building trust and raport with the customer and their health care company
• Debt Collector for Roosen, Varchetti & Olivier Law Firm
• Expertise in the collections activity while working for an important law firm, showing respect professionalism and empathy while offering opportunities for debtors to catch up with their debts
• Contact defendants to initiate and follow up legal collection activity in accordance to the FDCPA regulations, litigating accounts throughout the states of Michigan and Georgia
• Produce and send collection notices (Dunning Letters) and demand letters in accordance with the FDCPA rules and guidelines
• Provide legal notice and assessment in order for the debtor to pay off all or a portion of the debt owed
• Take additional legal actions once there has been a judgment, including garnishing the debtor’s wages, placing a lien on un-exempted property and collecting profits from rental or business income
• Maintain communication with the lawyers and debtors regarding accounts debts and negotiate available options according to the clients and the court terms.

• Expertise in a financial environement for Washington Mutual Bank, in collections and loan mitigation departments
• Contact Customers using an automatic dialer system (outbound and inbound calls) to initiate collection activity for getting a least one payment over the phone and two promises to pay per hour
• Process ACH (Automated Clearing House) transactions
• Manage collection of delinquent accounts for Washington Mutual Bank during transition to JP Morgan Chase Bank
• Negotiate payment arrangements on past due accounts, repayment plans and loan modifications, determine the minimum payment a debtor may make on the amount owing to pay off the debt in an acceptable period of time, examining the income and expenses to establish their ability to pay
• Document accounts in a clear concise manner as well as understand written instruction appropriately
• Make collections calls to Customers in applicable languages (English or Spanish) in accordance with the timing and frequency defined by the client
• Work with a handle time for inbound calls for a maximum of 6 minutes
• Receive a daily evaluation for internal quality team, minimum score 90% and 5 monthly evaluations for external quality team, minimum score 95%
• Knowledge of principles and processes for providing a great customer service, customer needs assessment, meeting quality standard for service and evaluation of customer satisfaction
• Learn and work under the FDCPA regulations.

• Expertise in a financial environment for Washington Mutual Bank, in collections and loan mitigation departments
• Contact Customers using an automatic dialer system (outbound and inbound calls) to initiate collection activity for getting a least one payment over the phone and two promises to pay per hour
• Process ACH (Automated Clearing House) transactions
• Manage collection of delinquent accounts for Washington Mutual Bank mortgage department
• Negotiate payment arrangements on past due accounts, repayment plans and loan modifications, determine the minimum payment a debtor may make on the amount owing to pay off the debt in an acceptable period of time, examining the income and expenses to establish their ability to pay
• Document accounts in a clear concise manner as well as understand written instructions appropriately
• Make collections calls to Customers in applicable languages (English or Spanish) in accordance with the timing defined by the customer.
• Average handle time for inbound calls for a maximum of 6 minutes.
• Received a daily evaluation for internal quality team, minimum score 90% and 5 monthly evaluations for external quality team, minimum score 95%.