LUISA AYALA
Portfolio Analyst and Billing Specialist
Guatemala
Summary
Dynamic individual with hands-on experience in Billing Specialist and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
6
6
years of professional experience
11
11
years of post-secondary education
Work History
XBS COLLECTION REPRESENTATIVE
HCL
01.2021 - 01.2025
- Streamlined internal processes by regularly updating collections procedures, increasing efficiency within the department.
- Improved customer satisfaction by promptly addressing and resolving account issues.
- Contributed to the development of departmental goals and objectives as part of a collaborative team environment.
- Collaborated with team members to achieve monthly collection targets, resulting in increased revenue recovery.
- Responded to customer inquiries and provided detailed account information.
- Conducted customer credit evaluations for accurate risk assessment and informed decision making.
- Generated and distributed monthly customer statements.
- Entered client details and notes into system for interdepartmental access and review.
- Managed over 40 accounts (hospital, schools, small and big account). Between $150,000.00 in money representing purchases in every statement.
ESCALATION TEAM AND COLLECTION ANALYST
CAPGEMINI
Guatemala
01.2019 - 01.2021
- Collaborated on collection and dispute resolution issues.
- Investigated customer credit references and approved credit lines.
- Worked with customer to create debt repayment plan based on current financial condition.
- Evaluated collection agency partners'' performance metrics, ensuring alignment with company goals for third-party recovery efforts.
- Served as a subject matter expert within the collections team, providing guidance and support to colleagues on complex cases.
- Enhanced cash flow for the company with timely collection efforts on overdue accounts.
- Facilitated clear communication between company representatives and clients regarding billing discrepancies, leading to swift resolutions.
Education
Licenciatura - Administracion de Empresas
UPANA
Administration of tourist and hotel companies
INTECAP
Marketing
UNIVERSITY OF MARIANO GALVEZ DE GUATEMALA
Elementary School - High School - undefined
NUESTRA SEÑORA DE LOS ANGELES
01.1998 - 01.2007
Graphic Design - undefined
TECNOLOGICO LOS PROCERES
01.2008 - 01.2010
Skills
Outlook
Teams
Microsoft Office
Excel
Organization
Analytics
Time management
Data entry
APIs
Others
- Credit analysis
- New hire training
- Call center background
- Delinquency prevention
Timeline
XBS COLLECTION REPRESENTATIVE
HCL
01.2021 - 01.2025
ESCALATION TEAM AND COLLECTION ANALYST
CAPGEMINI
01.2019 - 01.2021
Graphic Design - undefined
TECNOLOGICO LOS PROCERES
01.2008 - 01.2010
Elementary School - High School - undefined
NUESTRA SEÑORA DE LOS ANGELES
01.1998 - 01.2007
Administration of tourist and hotel companies
INTECAP
Marketing
UNIVERSITY OF MARIANO GALVEZ DE GUATEMALA
Licenciatura - Administracion de Empresas
UPANA