Summary
Overview
Work History
Education
Skills
Contact
Timeline
Generic

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 Piedras

Skills

  • 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
  • E-mail
  • 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
Alba Hernandez