Alicia Jones
Converse
Summary
Aspiring collections supervisor with over 3 years of experience in payment processing and over 9 years in customer service. Skilled in training and mentoring representatives, ensuring exceptional customer interactions and fostering a supportive environment. Committed to leveraging strong communication and interpersonal skills to drive team success and ensure SWBC’s core values of Integrity, Service, Trust, Commitment, Accountability, Excellence, and Teamwork are implemented in a the completion of every day tasks.
Overview
15
15
years of professional experience
Work History
Payment Specialist and mentor
SWBC
07.2023 - Current
- Efficiently process payments, ensuring timely disbursements and reducing errors for client trust.
- Monitors newly hired representatives’ service calls regarding collection to ensure quality standards, compliance with policies and procedures, and timely feedback.
- Monitors and enforces quality expectations by reviewing, coaching and counseling representatives to ensure they are following the proper call procedures.
- Processes diverse workflows, while adhering to client needs.
- Documents highly detailed borrower information while ensuring its accuracy and also provides excellent customer service.
Sales representative
Transformco - Sears roebuck & co
08.2022 - 07.2023
- Enhanced customer engagement through targeted product recommendations, leading to noticeable increases in sales and improved client retention.
- Leveraged strong interpersonal skills to build rapport with customers, successfully upselling services and driving overall revenue growth.
- Utilized strong communication skills to assist customers, ensuring a positive shopping experience and fostering long-term relationships.
Team leader
WHATABURGER
11.2010 - 05.2016
- Managed cash transactions and ensured accuracy, boosting customer satisfaction and team efficiency.
- Trained and mentored new hires, enhancing team performance and service quality.
- Led a team of 5-10, maintaining high standards of customer service and operational efficiency.
- Oversaw inventory management and order placement, optimizing stock levels and reducing waste.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Education
Associate of Arts - Psychology
San Antonio College
Skills
- Strong communication
- Adaptability
- Leadership
- Organization /planning
- Problem - Solving
- Emotional intelligence
- Mentorship/Coaching
Timeline
Payment Specialist and mentor
SWBC
07.2023 - Current
Sales representative
Transformco - Sears roebuck & co
08.2022 - 07.2023
Team leader
WHATABURGER
11.2010 - 05.2016
Associate of Arts - Psychology
San Antonio College
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