Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Alicia Alvarado

Azusa

Summary

Customer service professional with 20 years of experience in high-volume call centers. Expertise in conflict resolution, customer communication, and needs assessment. Proven ability to enhance customer satisfaction and streamline service processes. Seeking to contribute skills to a Customer Service Representative position.

Overview

11
11
years of professional experience

Work History

Customer Service Representative III

Athens Services
Irwindale
09.2021 - Current
  • Managed customer inquiries through phone and Email.
  • Resolved billing issues and account discrepancies efficiently.
  • Maintained detailed records of customer interactions.
  • Collaborated with team members to enhance service delivery processes.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.

Credit Processor Sr

Corelogic Credco
Irvine
01.2015 - 04.2017
  • Performed a host of customer service and processing duties, such as making and receiving calls with requests from lenders regarding credit or consumer-related transactions. Responsible for researching and updating mortgage credit reports.
  • Performed verification of credit, employment, banking, and tax return information using various methods and systems, including conference calls with consumers if needed.
  • Interpret credit report data for consumers and lenders. Conducted research of data using all available resources, such as existing databases, documentation provided by the lender, third-party sources, and public information on the Internet, such as LexisNexis.
  • Enter the results of verification into the corresponding systems or databases for immediate upload, and return to clients.
  • Communicated findings clearly to management and clients.
  • Trained new staff on credit processing procedures and tools.
  • Maintained compliance with industry regulations and internal policies.
  • Ensured compliance with all federal laws pertaining to consumer financial protection including Fair Credit Reporting Act regulations.
  • Reviewed and investigated consumer complaints related to credit reporting errors.
  • Acquired credit reporting data for new and existing customers.
  • Researched and monitored changes in federal and state regulations related to consumer lending and credit reporting.
  • Assisted customers in understanding their rights under the Fair Credit Reporting Act.
  • Developed and maintained relationships with external credit reporting agencies and financial institutions.

Education

High School Diploma -

Tri Community Adult Education
Covina, CA

Skills

  • Customer service and support
  • Customer inquiries management
  • Conflict resolution strategies
  • Time management skills
  • Refund processing
  • Attention to detail
  • Effective communication skills
  • Customer education initiatives
  • Problem resolution techniques

Accomplishments

  • Service Excellence awarded
  • Employee of the month

References

References available upon request.

Timeline

Customer Service Representative III

Athens Services
09.2021 - Current

Credit Processor Sr

Corelogic Credco
01.2015 - 04.2017

High School Diploma -

Tri Community Adult Education

Similar Profiles

CREATE PROFILE
Alicia Alvarado