Alicia Roberts
Snellville,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Senior Level Customer Service Representative/Consultant
Hyatt Hotels
01.2012 - 01.2023
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Assisted customers with product selection, troubleshooting and problem resolution.
Inbound Collections Agent (Legal)
Mann Bracken Attorneys At Law
05.2009 - 11.2010
- Processed payments and applied to customer balances.
- Achieved performance goals on consistent basis.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
- Counseled debtors on payment options and arranged installment agreements.
Mid Level Collections Agent
Superior Collections At Perimeter Mall
04.2009 - 12.2009
- Processed payments and applied to customer balances.
- Achieved performance goals on consistent basis.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Inbound Call Center Representative
First Financial Collections
02.2008 - 04.2009
- Handled high volume of inbound calls per shift to offer callers accurate information to secure the payment and/or set up payment arrangements if they could not provide the total amount at the time we expected full resolution.
- Resolved complaints to satisfy company owners while securing the correct information (and payment overtures) from the customer (debtor).
- Followed standard operating procedures when handling customer problems and complaints. Opened with the Federal requirement, such wording as This is an attempt to collect a debt.
- Provided customers with their private information when requested and created a safe atmosphere for them to make decisions to remedy the issues.
Education
MBA - Masters of Finance
Grand Canyon University
Phoenix, AZ01.2016
Bachelor of Arts - Spanish
Georgia State University
Atlanta, GA05.2014
Associate of Arts - Spanish
Georgia Perimeter College
Dunwoody, GA11.2012
Skills
- Customer Loyalty
- Company Branding
- Customer Support
- Telephone Etiquette
- Client Relationships
Timeline
Senior Level Customer Service Representative/Consultant
Hyatt Hotels
01.2012 - 01.2023
Inbound Collections Agent (Legal)
Mann Bracken Attorneys At Law
05.2009 - 11.2010
Mid Level Collections Agent
Superior Collections At Perimeter Mall
04.2009 - 12.2009
Inbound Call Center Representative
First Financial Collections
02.2008 - 04.2009
MBA - Masters of Finance
Grand Canyon University
Bachelor of Arts - Spanish
Georgia State University
Associate of Arts - Spanish
Georgia Perimeter College