Alicia Pugh
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. 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
13
13
years of professional experience
Work History
Deposit Operations Specialist
Truist Bank
08.2022 - Current
- Contributed to the development of departmental policies and procedures relating to garnishment handling, ensuring best practices were consistently followed.
- Set up garnishments resulting from child support orders and tax levies.
- Answer questions received from customers and teammates across email, telephone, and on occasion company instant messaging system in troubleshooting problems.
- Provide prompt, quality responses while meeting or exceeding company SLAs
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
Customer Success Specialist-Remote
National Debt Relief
08.2021 - 08.2022
- Helping customers by identifying their goals, directing them to best practices and answering product questions.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Streamlined onboarding processes, reducing time-to-value for new customers while maintaining high levels of satisfaction.
- Leveraged data-driven insights to fine-tune retention strategies, leading to increased success rates over time.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
Senior Asset Recovery Specialist
Truist Bank
08.2018 - 08.2021
- Managed a high-volume portfolio, ensuring timely follow-ups and accurate record-keeping for optimal results.
- Oversaw training initiatives for new hires, resulting in increased productivity and consistent performance standards across the team.
- Reduce delinquency rate by 20% through effective resolution strategies
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Utilized advanced research skills for locating hard-to-find assets, resulting in successful recoveries for clients.
Collections Agent
Truist Bank
07.2011 - 08.2018
- Built rapport with customers by demonstrating outstanding customer service to gain understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full on auto loans.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
Education
High School Diploma -
Dillon High School
Dillon, SC05.2002
Skills
- Ability to meet deadlines
- Ability to work independently
- Account Management
- Debt Negotiation
- Skip Tracing
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- CRM Software
- Sales Support
- Feedback collection
Timeline
Deposit Operations Specialist
Truist Bank
08.2022 - Current
Customer Success Specialist-Remote
National Debt Relief
08.2021 - 08.2022
Senior Asset Recovery Specialist
Truist Bank
08.2018 - 08.2021
Collections Agent
Truist Bank
07.2011 - 08.2018
High School Diploma -
Dillon High School
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