ALANIS GONZALEZ
Tonawanda,NY
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
7
7
years of professional experience
Work History
Collections Agent
REGIONAL RECOVERY SERVICES
12.2025 - Current
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.
- Researched accounts and completed due diligence to resolve collection problems.
- Provided high-level customer service, resolving issues promptly.
Customer Service Representative
GEICO, Government Employees Insurance
08.2024 - 12.2025
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Responded to customer needs through competent customer service and prompt problem-solving.
Customer Service Representative
TARGET
09.2019 - 04.2023
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Completed opening and closing functions to meet operational needs.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Counted money in drawers at beginning and end of each shift.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints and maintained clean and tidy checkout area.
Education
High School Diploma -
KENMORE WEST
KENMORE NYNo Degree -
UDEMY
TYPING COURSESkills
- Collections processing
- Billing procedures
- Goal orientation
- Debt negotiation
- Customer service
- Problem-solving
- Active listening
- Data entry
- Adaptability and flexibility
- Teamwork
- Time management
Languages
Spanish
Limited Working
Timeline
Collections Agent
REGIONAL RECOVERY SERVICES
12.2025 - Current
Customer Service Representative
GEICO, Government Employees Insurance
08.2024 - 12.2025
Customer Service Representative
TARGET
09.2019 - 04.2023
High School Diploma -
KENMORE WEST
No Degree -
UDEMY