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.