Alba Hernandez
Trujillo Alto
Summary
As a loyal employee, I am committed to achieving team goals and advancing company objectives. I am therfore eager to embrace new opportunities that allow me to use my aquired knowledge and skills as a contribution to Liberty while enhancing personal and professional growth.
Overview
24
24
years of professional experience
Work History
Colletions Agent
Liberty
07.2021 - Current
- Build strong connections with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Negotiate to collect full balance, process payments, obtain a payment promise or establish a payment plan according to customer needs.
- Prepare reports based on department operations and maintain data up to date in corresponding dashboards.
Wireline Order Entry Billing
AT&T / Liberty
01.2017 - Current
- Execute billing tasks and accurately recorded information in company databases for billing purposes.
Wireless & Wireline Customer Service Specialist
AT&T
05.2012 - 12.2016
- Assist customers with any and all aspects of their account while maintaining high standards of service.
- Processed activations, change requests, claims and adjustments, troubleshooting and cancellations.
Credit & Collections Representative
Centennial De Puerto Rico / AT&T
10.2003 - 05.2012
- Performed inbound / outbound collection efforts for all past due accounts.
- Worked reports used to audit various department procedures.
- Run mass suspension and prepare write off data.
- Determine credit eligibility based on company policy.
- Audit credit decisions from other representatives to ensure they comply with company procedures
- Provide training for new representatives within the Department.
- Assist in the supervision of the Credit & Escalations Department. (As a Senior)
- Monitor calls for quality assurance purposes. (As a Senior)
- Provide employees with monthly coaching. (As a Senior)
- Handle Escalations on behalf of sales managers, supervisors and team leaders. (As a Senior)
- Assist employees in the decision-making process. (As a Senior)
Customer Service Representative
Centennial De Puerto Rico
08.2001 - 10.2003
- Assist customers with any and all aspects of their account while maintaining high standards of service.
Education
No Degree - Business Administration
Universidad De Puerto Rico
Recinto De Rio PiedrasSkills
- Attention to detail and organization
- Effective communication skills
- Bilingual (English & Spanish)
- People skills
- Problem solving skills
- Adaptability
Contact
- Address
- Cond Torres de Carolina
- 400 Carr 848 Apt 101
- Carolina, PR, 00987
- Phone
- (787) 717-4929
- Alba.hernandez@libertypr.com
Timeline
Colletions Agent
Liberty
07.2021 - Current
Wireline Order Entry Billing
AT&T / Liberty
01.2017 - Current
Wireless & Wireline Customer Service Specialist
AT&T
05.2012 - 12.2016
Credit & Collections Representative
Centennial De Puerto Rico / AT&T
10.2003 - 05.2012
Customer Service Representative
Centennial De Puerto Rico
08.2001 - 10.2003
No Degree - Business Administration
Universidad De Puerto Rico
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