HENRY PEREZ
Collections Specialist
San Salvador
Summary
Remote Collections Specialist recovering delinquent personal and title loan balances through advanced skip tracing, payment negotiation, and escalation management. Consistently secures $50,000–$80,000+ monthly while working aging buckets from 14 to 120 days past due. De-escalates high-volume customer calls and converts hard-to-reach accounts into workable payment plans.
Overview
14
14
years of professional experience
Work History
Remote Collections Specialist
Check City
11.2024 - Current
- Consistently recover $50,000 to $80,000+ monthly in delinquent funds, securing high-value returns on personal and title loans.
- Monitor and strategize recovery efforts for accounts progressing through 14, 30, 60, 90, and 120-day past-due aging buckets.
- Execute advanced skip tracing techniques to locate customers, establish contact, and negotiate viable payment plans for high-balance loans.
- Manage high-volume inbound and outbound collection calls, successfully de-escalating intense customer interactions to reach immediate resolutions.
Collections Trainer
Teleperformance
10.2019 - 10.2024
- Facilitated comprehensive collections training for cohorts of approximately 20 agents, achieving a consistently high 92% graduation rate.
- Bridged the gap between instruction and operations by seamlessly transitioning back to the floor between training cycles to manage high-volume calls and severe customer escalations.
- Handled escalated collection scenarios in real-time to demonstrate effective conflict resolution and negotiation tactics to trainees.
- Created custom administrative automation tools, including web-based agent assistant dashboards (HTML/JS), to track milestones and significantly reduce manual data entry.
- Planned, executed, and implemented an action plan alongside QA and Operations to drive overall Line of Business (LOB) results.
Night Shift Collections Supervisor Coordinator
Teleperformance
05.2018 - 10.2019
- Evaluated and improved night shift operations, driving immense increases in associate productivity and debt recovery metrics.
- Intervened and successfully resolved the most severely escalated collections calls and disputes during the shift.
- Created automated tools at Agent, QA, ACM, and LOB levels to compile data into digestible formats and correct agent behaviors.
Collections Supervisor
Teleperformance
03.2016 - 10.2019
- Drove team performance to consistently recover $10,000 to $20,000 monthly per agent on low-balance portfolios, leading teams to rank in the top 3 department-wide.
- Used TOPS to ensure continuous improvement by following standard Processes and Services.
- Managed a team of collection agents, regularly taking over escalated calls to secure payments and resolve disputes.
Collections Quality Analyst
Teleperformance
02.2014 - 03.2016
- Performed thorough mid-process inspections on high-volume collection calls to ensure strict quality assurance.
- Monitored agent interactions, including highly escalated collections scenarios, ensuring all policies and quality standards were met.
- Aimed to achieve high levels of productivity and quality results by applying BEST methodologies.
Collections Floor Support
Teleperformance
06.2013 - 02.2014
- Acted as the first point of contact for agents needing immediate assistance with difficult negotiations to hit their $10k–$20k monthly targets.
- Functioned as a strong operational support to senior leadership while handling floor escalations.
Collections Agent
Teleperformance
04.2012 - 06.2013
- Managed high-volume collection calls for low-balance credit card accounts (under $1,000), recovering $10,000 to $20,000 monthly.
- De-escalated frustrated customers, securing positive outcomes and negotiating immediate payments while supporting senior staff with daily operational tasks.
- Managed customer accounts to ensure timely collection of overdue payments.
- Resolved billing discrepancies through effective communication with clients.
- Utilized CRM systems to track collection efforts and account status updates.
- Managed customer accounts to ensure timely collection of overdue payments.
- Resolved billing discrepancies through effective communication with clients.
- Utilized CRM systems to track collection efforts and account status updates.
Education
High School Diploma -
Universidad de El Salvador
San Miguel, El Salvador 01-2012
Psychology
Universidad de El Salvador
San Miguel El Salvador 12-2008
Skills
Advanced skip tracing & debt recovery
Payment negotiation & escalation management
Delinquency aging management
Portfolio prioritization
Escalation resolution
Custom dashboard automation (HTML/JS)
Cross-functional team leadership & training (TrainEX I & II)
Quality assurance monitoring
Agent coaching & mentoring
Performance reporting
Timeline
Remote Collections Specialist
Check City
11.2024 - Current
Collections Trainer
Teleperformance
10.2019 - 10.2024
Night Shift Collections Supervisor Coordinator
Teleperformance
05.2018 - 10.2019
Collections Supervisor
Teleperformance
03.2016 - 10.2019
Collections Quality Analyst
Teleperformance
02.2014 - 03.2016
Collections Floor Support
Teleperformance
06.2013 - 02.2014
Collections Agent
Teleperformance
04.2012 - 06.2013
High School Diploma -
Universidad de El Salvador
Psychology
Universidad de El Salvador