Eduardo Gonzalez Silva

collections manager account at CCSI call center services (2026-06-02 – 2026-07-18)

Debt Resolution: Negotiated mutually beneficial payment arrangements and secured Promises to Pay (PTP) through active listening and problem-solving.
Payment Processing: Handled real-time electronic payments, ACH transfers, and debit card transactions securely within the CRM system.
Regulatory Compliance: Maintained strict adherence to US collection laws, including the FDCPA (Fair Debt Collection Practices Act) and TCPA (Telephone Consumer Protection Act).
Customer Retention: Identified root causes of delinquency to offer financial solutions, successfully rehabilitating accounts while preserving customer loyalty.
Data Accuracy: Documented detailed call dispositions, updated customer contact information, and tracked account statuses with high precision.

Call center agent at TTEC (2019-03-09 – 2024-08-02)

Advanced Troubleshooting: Resolved complex Tier 2 technical escalations regarding Verizon FiOS home internet, 5G/LTE mobile connectivity, and smart device configurations.
Consultative Selling & Upselling: Identified customer needs during technical consultations to pitch and close sales for Verizon Home Internet upgrades, premium 5G plans, and device protection.
Cross-Selling Add-Ons: Promoted and sold value-added services, including streaming bundles (Disney+, Hulu, Max), Verizon Cloud, and connected accessories to maximize account revenue.
Network & Hardware Diagnostics: Utilized internal Verizon diagnostic tools to analyze signal strength, provision routers, troubleshoot ONT boxes, and isolate network outages.
Escalation & Retention Management: Handled high-stress customer complaints escalated from Tier 1, de-escalating situations through technical resolution while retaining at-risk accounts.
Cross-Functional Collaboration: Partnered with field technicians and network engineers to schedule on-site repairs and track complex infrastructure tickets to resolution.
Documentation & Compliance: Recorded highly detailed troubleshooting steps, sales conversions, and customer interactions within the CRM system while meeting strict privacy standards.

Call center agent at TELVISTA (2019-09-09 – 2022-01-04)

Advanced Troubleshooting: Resolved complex Tier 2 technical escalations regarding Verizon FiOS home internet, 5G/LTE mobile connectivity, and smart device configurations.
Consultative Selling & Upselling: Identified customer needs during technical consultations to pitch and close sales for Verizon Home Internet upgrades, premium 5G plans, and device protection.
Cross-Selling Add-Ons: Promoted and sold value-added services, including streaming bundles (Disney+, Hulu, Max), Verizon Cloud, and connected accessories to maximize account revenue.
Network & Hardware Diagnostics: Utilized internal Verizon diagnostic tools to analyze signal strength, provision routers, troubleshoot ONT boxes, and isolate network outages.
Escalation & Retention Management: Handled high-stress customer complaints escalated from Tier 1, de-escalating situations through technical resolution while retaining at-risk accounts.
Cross-Functional Collaboration: Partnered with field technicians and network engineers to schedule on-site repairs and track complex infrastructure tickets to resolution.
Documentation & Compliance: Recorded highly detailed troubleshooting steps, sales conversions, and customer interactions within the CRM system while meeting strict privacy standards.

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