1. RAQUEL OSWALD
7925 N Flintlock Rd Apt H KCMO 64158 Cell: (816) 401-2004
SUMMARY OF ATTRIBUTES
o High-energy individual with proven ability to meet deadlines/goals
o Strong project management skills
o Superior organizational, interpersonal and leadership skills
o Excellent analytical ability, problem solving, and organizational skills
o Strong PC and Data Base skills
o Have been in the financial industry for 13 years, ranging from Credit Card, Mutual Funds
& Sprint, all while in call center environments.
o Knowledgeable in Federal, State, and local laws regarding collection practices
o Excellent product and system knowledge
o Superior in developing and implementing incentive programs
o Accountable for all decisions, actions, and directives with respect to job responsibilities
o Able to mentor my agent sharing best practices with performance and customer service
and/or processes in the system.
o Able to manage and pull reports in excel, to represent to my team or management.
HUMAN RELATION SKILLS
o Communication: Excellent communicator, both written and oral, with proven ability to
handle both crisis and day-to-today communication with clarity and diplomacy. Ability
to tactfully confront others if the situation warrants.
o Self-motivated: Highly dedicated and completes work with little direction or
supervision. However, comfortable asking for help when needed.
o Rapport: Ability to develop rapport quickly and easily. Comfortable interacting with all
levels of management as well as team members.
TDB COMMUNICATIONS Overland Park Ks Dec 2014 to present
Agency Rep II
Provider assistance to military families, trying to get subsidy money for childcare. I handle
incoming and outgoing call request, as a liaison between GSA and the childcare providers.
Sending out applications or other required forms, to ensure all packages are complete for
processing. Contacting the childcare providers to determine if payment is missing, or invoices
need to be found or sent, answering questions regarding the status of the applications. Verify
rates and enrollment with childcare providers to help calculate the benefit amount that will be
paid. Creating and sending out letters to sponsors and providers regarding the awarded family
benefit, and create invoices to send out for billing. Also monitoring Army inboxes for incoming
2. concerns, questions, status updates or process incoming missing documents for cases.
Recognizing and solving complaints from family sponsors or childcare providers regarding,
applications status, invoice rejection and missed payments to childcare providers. Assist in
resolving congressional complaints and providing constant feedback on the status of complaints
through to the resolution of said complaints. Act as a liaison between the GSA Subsidy
Administration and the childcare providers, current and new family sponsors. Maintain a
positive attitude for self and for team, to promote a successful team environment.
NCO Financial Systems Inc. St Joseph, MO June 2014 Nov 2014
Managing and maintain a team of 15-20 agents, within the call enter environment. Providing
weekly and daily feedback to help guide the agent in their career path. Sharing best practices on
how to provide great customer service and helping agents learn how to deal with upset or irate
customers. Leading by example I am punctual, hardworking, adhere to all company and
collection processes outlined by the client we are working with. Handle manager calls at a high
level, being the one to hold the line and negotiate payment arrangements for extremely past due
customers. Provide feedback at weekly manager meetings with upper management and our
client. Maintaining statistics for my team members, monitoring any progress or addressing any
issues that could be improved upon. Send monthly reports to the client regarding my team and
its productivity by month end.
NCO Financial Systems Inc. Lenexa, KS 2012-June 2014
Escalation Supervisor, Certified Employee Trainer/ Floor Manager
Handling manager calls within Sprint customer finance services, also on High Risk Accounts,
de-escalating BBB complaints, customer/agent complaints, CEO threats, keeping track of call
queue’s to ensure adherence to Sprint call center requirements. Training new hire associates
through their initial 4 weeks training, and facilitating any continuing education or development
agent training. Assigned to the Philippines for two months in 2013 to help set up our new
facility, which has been successfully running and growing since September 2013. Promote, a
positive attitude in the work place, in the chat/team environments keeping moral up. Being a role
model and leading by example and providing excellent customer service to our Sprint client.
As a manger I lead teams of 15-20 associates, promoting great customer service and satisfaction,
provider feedback to employee’s regarding phone monitoring, monthly statistics, hold weekly
team meetings to discuss the goal and where we are in attaining that goal. Support my team with
personal issues that arise, handled manager or complaint calls. Negotiate payments or balance in
full settlements, set up payment arrangements on past due accounts with the goal of getting the
customer current within two to four weeks. Provide team statistics to Sprint as far as
productivity and dollars collected by the team. Provide team feedback to upper management
regarding issues effecting team or ways to improve the team.
NCO Financial Systems Inc. 2012
A work at home position, assisting with supervisor calls on High Risk Accounts, negotiate
payments adhering to the guidelines of Sprint, at a supervisor level, de-escalating upset or
frustrated customers trying to prevent cancellation, further delinquency and education on benefits
3. and consequences of failed payment arrangements, while providing excellent customer service
over the phone.
NCO Financial Systems Inc. 2012
Front Line HRA Agent
Negotiate payments and payment arrangements on past due to extremely high balanced customer
accounts. Providing excellent customer service, and sharing best practices with coworkers to
help improve the team. Education customers the status of their account, and answer any client
specific questions and resolve any customer issues.
Stay At Home Parent 2007-2012
Self Employed Liberty, MO 2006 - 2007
Licensed Massage Therapist
Provided musculoskeletal relief for clients at their home or office, on an hourly basis.
Assisted in relaxation with a variety of message techniques ranging from Deep tissue,
Kneading, striping, tapotement and cupping, working with the clients preferred lighting,
oils, lotions and lighting and music preferences.
Stay at home parent Liberty, MO 2004 - 2006
DST Systems Inc.
Lead Mutual Fund Rep/Client Services Rep Kansas City, MO 2000 – 2004
Working as tech support for their broker/dealer website, setting up ID’S giving tutorials of the
website. Assisting brokers with managing their portfolio’s using the DST VISION/FANMAIL
websites. Provide monthly user reports to a variety of mutual fund clients and keep their users
functioning in the website, troubleshooting any technical problems they have while using our
software. Send monthly reports to fund families assigned to me regarding new ID’s created for
the website, activity of the users regarding usage of the site. Give guided tours of our website to
help promote usage of site, showing how beneficial it can be to the users also showing the
premium tools we offered and how they would benefit their portfolio management.
MidAmerica Nazarene Univ Spring 2015 to present
105 N. Stewart Ct., Suite 210
Liberty, MO 64068
Associates of Liberal Arts
Associates of Arts
37 hours achieved out of the 60 required hours
Majoring in General Business
2004 – 2006
Associates of Occupational Studies, Specializing in Massage Therapy
Winnetonka High School 1992 – 1998
High School Diploma
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