Atiya Aloya
Roseville
Summary
Achieved high customer satisfaction ratings through effective problem-solving in fast-paced environments. Fostered strong relationships with clients by providing attentive and professional service. Managed stressful situations with a calm and personable approach.
Overview
15
15
years of professional experience
Work History
Sr. Credit/ Collections Specialist
McKesson
02.2020 - Current
- Achieved a 15% reduction in overall past dues through effective management of collections strategies. Improved past dues under 90 days by 15% and reduced past dues over 360 days by 25%. Exceeded personal collection targets while maintaining high customer satisfaction during negotiations.
- Managed collections for outstanding accounts, ensuring timely follow-up and resolution.
- Utilized internal systems to track account status and document interactions effectively.
- Collaborated with cross-functional teams to resolve billing discrepancies and improve customer satisfaction.
- Analyzed payment patterns to identify trends and develop targeted collection strategies.
- Provided training and support to junior staff on best practices in credit collections.
Customer Service Representative
General Logistics Services
01.2019 - 01.2020
- Assisted customers with inquiries, providing accurate information and solutions.
- Utilized CRM systems to document customer interactions and track issue resolutions.
- Managed high call volumes while maintaining quality service standards.
- Resolved customer complaints swiftly, ensuring satisfaction and loyalty retention.
Recovery Specialist, Customer Service Representative
Nationwide Credit Inc
01.2016 - 10.2018
- Partnered directly with consumers to review, assess and resolve delinquent accounts.
- Accurately documented detailed account activity.
- Utilized my communication skills to fulfill both client and consumer goals.
- Adhere to the State and Federal regulations pertaining to collection activities.
- Say all required federal statements on every call.
- Intermediate, Maximus/Randstad.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Answered a constant flow of customer calls with up to 50 calls in queue per minute.
- Addressed and resolved customer product complaints empathetically and professionally.
- Defused volatile customer situations calmly and courteously.
- Intermediate Customer Service Representative Blue Shield of California Gathered and verified all required customer information for tracking purposes.
- Accurately documented, researched and resolved customer service issues.
- Mastery of customer service management systems and databases.
Customer Service Representative
Maximus/Randstad
10.2015 - 01.2016
- Ensured accurate responses to questions and inquiries by maintaining advanced product knowledge.
- Answered customer telephone calls promptly and in an appropriate manner.
- Directed calls to appropriate individuals and departments.
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
Customer Service Representative
Blue Shield Of California
04.2015 - 10.2015
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Referred unresolved customer grievances to designated departments for further investigation.
- Defused volatile customer situations calmly and courteously.
- Provided Concierge service to large group clients by resolving member issues .
At&t CBC Agent
Advanced Call Center Technologies
08.2014 - 01.2015
- Documented all customer inquiries and comments thoroughly and quickly.
- Answered average of 150 calls per day, addressing customer inquiries, solving problems and providing new product information.
- Provided customers with important details about billing, payment processing and support procedures and requirements.
- Asked open-ended questions to assess customer needs.
Fulfillment Associate/Problem Solver
Amazon Fulfillment Center
08.2013 - 03.2014
- Operate personal computer Research items shipment ID Reprint shipping labels Find and print correct bar codes Answer and-on calls in ten seconds or less Create a trouble ticket for items that need more information Assist all associates with any issues Load products on conveyor.
- Verified computations against physical count of stock.
- Attached identifying tags to containers.
- Moved freight, stock and other materials to and from storage and production areas and loading docks.
- Sorted cargo before loading and unloading.
Department Supervisor
Toys R Us Grapevine Mills Pkwy
11.2010 - 03.2012
- Promoted store sales and profit goals Perform daily walk of department Demonstrated guest service excellence Provided feedback to manager Responsible for daily deposits and COSA computer system.
- Solved unresolved customer issues.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Strong leader of customer support staff.
- Provided accurate, specific and timely performance feedback for CSRs.
Education
Business Administration
DeVry University
Chicago, IL12.2025
Diploma - undefined
Florin High School
2008
Skills
- Salesforce
- SAP
- JD Edwards
- Exceptional communication skills
- Data entry
- Creative problem solver
- Customer service
- Quick learner
Accomplishments
- Earned Over 100% or MR Goal Award in 2016,2017&2018.
Timeline
Sr. Credit/ Collections Specialist
McKesson
02.2020 - Current
Customer Service Representative
General Logistics Services
01.2019 - 01.2020
Recovery Specialist, Customer Service Representative
Nationwide Credit Inc
01.2016 - 10.2018
Customer Service Representative
Maximus/Randstad
10.2015 - 01.2016
Customer Service Representative
Blue Shield Of California
04.2015 - 10.2015
At&t CBC Agent
Advanced Call Center Technologies
08.2014 - 01.2015
Fulfillment Associate/Problem Solver
Amazon Fulfillment Center
08.2013 - 03.2014
Department Supervisor
Toys R Us Grapevine Mills Pkwy
11.2010 - 03.2012
Diploma - undefined
Florin High School
Business Administration
DeVry University