Sonya M. Torres Collazo

Dynamic, results-driven bilingual professional with extensive experience in customer service, sales, business development, client relations, prospecting, negotiation, and public-facing communication. Strong ability to build relationships, identify customer needs, follow up on opportunities, communicate persuasively, and support business objectives. Currently brings direct banking experience at FirstBank Puerto Rico, combined with a Bachelor of Arts in Marketing and a long-standing background in sales and customer relations.

Consumer Field Collector at FirstBank Puerto Rico (2025-07 – Present)

• Manage direct customer interactions in the field, using effective communication, active listening, negotiation, and follow-up to address assigned accounts.
• Build rapport with customers, assess individual circumstances, explain available options clearly, and work toward practical account resolutions.
• Maintain organized documentation and account activity while following established bank procedures and compliance requirements.
• Use strong interpersonal, public-facing communication, objection-handling, and relationship-building skills in daily customer interactions.

Business Development / Office Administrator at Miyamoto International (2022 – 2025)

• Effectively maintain organization's office welcoming visitors, coordinating meetings, appointments and directing various administrative projects.
• Respond to requests and proposals and maintain municipality and client relationships to follow up projects.
• Lead weekly office meetings.
• Properly route agreements, contracts, and invoices through the proper process.
• Independently manage, delegate, organize, prioritize, make decisions, communicate with management and staff, and work under pressure with deadlines.
• Develop and maintain relationships with internal and external clients resulting in improved communication and increased business opportunities.
• Plan and organize workloads; prioritize and organize administrative tasks based on urgency.
• Use proactive approaches to problem-solving with creative solutions, both with teams and independently.
• Support business prospecting and prepare proposals, including federal proposals and required documentation.
• Successfully supported company visibility through written proposals and helped secure important projects related to disaster-recovery work in Puerto Rico.

Business Development Center at Ford del Sur (2021 – 2022)

• Managed sales client profiles, answered client inquiries quickly and leads instantly to assure timely follow-up.
• Communicated between management, sales, and client to make sure clients' needs were met.
• Made outbound follow-up calls to prospects daily, confirming all sales appointments and long-term follow-up.
• Educated the customer on terminology, policies, procedures, anticipated delays, and any additional information needed to increase customer satisfaction and improve profitability.
• Successfully delivered a high level of service to clients to both maintain and extend the relationship for future business opportunities.

Sales Representative at Medicare Advantage Sales (2011 – 2017)

• Managed incoming leads in a timely manner, conducting discussions with prospects and existing customers over the phone to identify and qualify opportunities.
• Successfully cold called businesses via telephone and in person and presented insurance options.
• Generated new sales from referrals and relationships formed with existing business.
• Acted as an educator for individual and group presentations to prospective clients.
• Prospected and enrolled eligible individuals into Medicare PPO and HMO plans.
• Built strong client and provider relationships through networking, returning calls, and referrals.

Insurance Agency Executive Assistant at Prime Life Insurance Company (2008 – 2011)

• Responsible for the successful completion of a wide variety of special projects.
• Handled and controlled files and records and supported the daily operations of the office in a professional environment.
• Worked closely with the Sales Team in developing and implementing sales plans and managing phases of the sales cycle.
• Acted as coordinator of sales and sales management meetings, including development of meeting agenda content and PowerPoint presentations.

Customer Service Representative at Triple S Medicare Advantage (2005 – 2007)

• Analyzed inputs and outputs for reasonableness.
• Supported underwriting functions for new quotations, renewals, bookings and/or specialized functions.
• Complied with established productivity, schedule, and quality standards.

BA in Marketing – Universidad del Sagrado Corazón (2008)