Angel Estrada

Results-driven Client Retention and Account Management professional with 10+ years of experience building strong client relationships, driving customer satisfaction, and exceeding performance goals. Proven success in business-to-business (B2B) account management, customer retention, contract negotiation, conflict resolution, and revenue recovery. Skilled at collaborating with cross-functional teams to improve the customer experience, resolve complex issues, and strengthen long-term client partnerships.

Recognized for consistently exceeding collection and retention goals by more than 40% while delivering exceptional customer service.

Senior Collections Manager - Merchant Industry LLC - New York, NY

(2019-08 - 2024-02)

• Exceeded monthly performance goals by more than 40% through strategic client relationship management and effective account resolution.
• Managed a portfolio of business accounts while strengthening customer relationships and improving client retention.
• Partnered with business owners to resolve account concerns, prevent service cancellations, and maintain long-term partnerships.
• Acted as the primary liaison between merchants and the sales team, improving communication and ensuring a seamless customer experience.
• Identified opportunities to generate additional business through relationship-building with current and prospective clients.
• Negotiated payment solutions, settlements, and customized repayment plans that balanced client needs with company objectives.
• Maintained accurate account records and ensured timely follow-up to achieve successful account resolution.

Collection Specialist - Forster & Garbus LLP - Newark, NJ

(2014-04 - 2019-08)

• Managed a high-volume portfolio of B2B and B2C accounts while providing professional customer service.
• Negotiated settlements, payment plans, and balance-in-full agreements to achieve positive outcomes for clients and the organization.
• Conducted skip tracing and asset research to locate customers and improve recovery efforts.
• Communicated with customers by phone and email to resolve account issues efficiently and professionally.
• Built rapport with customers by identifying solutions that met both customer needs and organizational objectives.

Sales Representative - Marquis Who's Who - New York, NY

(2013-01 - 2018-08)

• Train new sales reps
• Create sales scripts and implement new strategies.
• Manage and continue training on sales staff of 20 reps.
• Develop client portfolio through new accounts via cold leads, referrals and current clients.

University in Business Management - Business Management - St John's University-New York Queens, NY