![Maria Castro](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_73014_1785247799.jpg) Maria Castro # Customer Service and Collections Specialist Open to offers · Member since 28 Jul 2026 [Message](https://jobicy.com/dashboard-page.md) ShareLocationCaracas, VenezuelaDesired salaryUnspecifiedWork preferenceRemote Only / Full TimeExperience levelSenior * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI am a professional with more than 10 years of experience in contact centers, multichannel customer service, operational management, and persuasive collections. I have developed strong skills in resolving incidents independently, supporting users technically, and maintaining service quality in highly regulated environments such as banking and roadside assistance. I am experienced in telephone and digital communication, debt portfolio management, payment negotiation, and systematic record keeping in internal systems. I have worked under pressure in critical scenarios, coordinating solutions quickly and effectively while maintaining a strong focus on customer satisfaction and operational continuity. I am adaptable, organized, and self-managed, with proven ability to work within strict procedures and standards. I also have the proper equipment, stable high-speed internet, and a suitable workspace to ensure reliable remote work performance. ## Skills 16 capabilities[Assertiveness](https://jobicy.com/talent/assertiveness.md)[Call Center Operations](https://jobicy.com/talent/call-center-operations.md)[Collections](https://jobicy.com/talent/collections.md)[CRM](https://jobicy.com/talent/crm.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Data Entry](https://jobicy.com/talent/data-entry.md)[Multichannel Support](https://jobicy.com/talent/multichannel-support.md)[Negotiation](https://jobicy.com/talent/negotiation.md)[Operational Management](https://jobicy.com/talent/operational-management.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Quality Assurance](https://jobicy.com/talent/quality-assurance.md)[Roadside Assistance](https://jobicy.com/talent/roadside-assistance.md)[Self Management](https://jobicy.com/talent/self-management.md)[Technical Support](https://jobicy.com/talent/technical-support.md)[Verbal Communication](https://jobicy.com/talent/verbal-communication.md)[Written Communication](https://jobicy.com/talent/written-communication.md) ## Experience Career history ### Operador telefónico · Ch Group Servicios de Traslados Feb 2025 – PresentI provide telephone support and sales for executive ground transfer services. I work in high-pressure scenarios, quickly identifying needs and finding practical solutions to ensure service continuity. My role requires strong communication, responsiveness, and the ability to handle critical situations efficiently. ### Agente de Cobranzas · Escritorio Jurídico Reveron y Asociados Aug 2021 – Jun 2022I managed telephone and digital collections for overdue debt portfolios assigned under strict legal and extrajudicial protocols. I negotiated assertively with delinquent clients, achieving effective payment agreements and meeting monthly recovery targets. I also maintained accurate records of payment promises, account history, and updates in the organization’s internal system. ### Agente de Atención al Cliente · Bancaribe Sep 2017 – May 2018I handled multichannel inquiries related to financial services, online banking support, and operational requests. I ensured compliance with strict banking information security policies while maintaining strong customer service quality metrics such as CSAT and SLA. This role strengthened my ability to work in regulated environments with precision and professionalism. ### Operador telefónico | Analista de Operaciones · Net Asistencia Sep 2014 – Aug 2016I provided telephone support for rapid dispatch of roadside assistance units in critical, high-pressure situations. As an Operations Analyst, I monitored processes, response times, and emergency dispatch operations in Greater Caracas. I also coordinated directly with commercial partners and corporate providers, analyzed incidents, prepared operational reports, and proposed procedural improvements. ### Operador telefónico | Coordinador · Grupo Pronto Mar 2013 – Sep 2014I provided telephone support and dispatch coordination for roadside assistance services. I managed logistics with external national providers and resolved complex service escalations independently to ensure end-customer satisfaction. This experience strengthened my ability to coordinate operations under pressure and maintain service quality. ## Education Learning history ### Instituto Universitario de Gerencia y Tecnología Dates not specifiedStudies in Business Administration, Human Resources Night program, currently unfinished. I studied Business Administration with a mention in Human Resources. This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.