Sofy Caraballo

Residences Coordination

Cardiff University

Oct 2023 - Nov 2025 (2 years 2 months)

• Coordinate maintenance requests and ensure residence facilities were fully functional; supported cleaning operations to maintaining hygiene and safety standards in common areas. • Assisted students with orientation, inquiries, and daily support. • Managed residence services including access issues, police communication.

Collection Officer

Starling Bank

Feb 2023 - Aug 2023 (7 months)

• Manage high-value overdue accounts and complex customer cases. • Negotiated repayment plans while ensuring compliance with company policies. • Assisted colleagues in handling challenging clients and shared best practices to improve team performance. • Collaborated with cross-functional teams to resolve escalated cases efficiently.

Collection Officer

Capital on Tap

Jun 2022 - Feb 2023 (9 months)

• Delivered exceptional customer service by offering flexible repayment options tailored to individual circumstances. • Monitored and updated accounts receivable ledger to maintain accurate financial records. • Followed up with customers, leveraging empathetic and transparent communication to offer top-quality assistance. • Managed overdue accounts, handled sensitive customer cases. • Ensured compliance with strict financial regulations and industry standards, consistently following national guidelines to maintain ethical and lawful collections practices. • Apply regulatory principles to protect and support vulnerable clients, handling cases with sensitive information and professionalism while avoiding undue pressure or harassment.

I

Merchandising Assistant

Inversiones buena fortuna

Nov 2014 - May 2016 (1 year 7 months)

• Supporting marketing campaigns and events promotion. • Assisted in clients communications and promotional materials. • Assisted in the development of merchandising guidelines and training materials for new staff.

Collection Advisor

Grupo Consultor Andino

Feb 2012 - Oct 2014 (2 years 9 months)

• Manage overdue bank accounts and negotiate repayments. • Maintained accurate client records and met collections targets. • Followed up with customers, leveraging empathetic and transparent communication to offer top-quality assistance.

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