Summary
Overview
Work History
Education
Skills
Technology And Tools
Timeline
Generic

Alicia Rogers

Fort Worth,TX

Summary

Customer-focused and adaptable professional with over 5 years of experience in call center and virtual support roles, specializing in collections, customer service, and administrative coordination. Proven ability to de-escalate concerns, explain complex policies clearly, and provide exceptional service through inbound and outbound communication channels. Eager to contribute to Farmers Insurance by delivering reliable and empathetic support in a virtual setting.

Overview

8
8
years of professional experience

Work History

Home Manager

Self-Employed
Fort Worth, USA
01.2021 - Current
  • Coordinate and manage household operations including budgeting, scheduling, and family logistics.
  • Demonstrate organizational skills and independent problem-solving in a fast-paced, remote setting.
  • Maintain clear communication and multitask effectively while managing several responsibilities.

Collections Representative

Servicing Solutions
Irving, USA
03.2020 - 10.2021
  • Assisted customers with account inquiries, payment plans, and debt resolution via phone and email.
  • Processed payments and accurately recorded account activity within CRM systems.
  • Delivered consistent performance in a high-volume, metric-driven environment.
  • Supported new hire onboarding and peer coaching through knowledge sharing.

Collections Representative

Portfolio Recovery Associates
North Richland Hills, USA
06.2017 - 01.2020
  • Managed 100+ daily interactions with customers regarding past-due accounts.
  • Negotiated repayment terms, explained legal documents, and ensured compliance with FDCPA guidelines.
  • Collaborated with internal departments to resolve issues related to liens and garnishments.
  • Played a key role in recovering aged account balances while maintaining service standards.

Education

High School Diploma -

Western Hills High School
Fort Worth, TX
06.2016

Skills

  • Call Center Operations (Inbound/Outbound)
  • Insurance Policy & Account Support (Training Ready)
  • Conflict Resolution & Customer Retention
  • Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
  • Accurate Data Entry & Case Documentation
  • FDCPA & Regulatory Compliance
  • Payment Processing & Billing Inquiries
  • Multitasking in Remote Environments
  • Training & Peer Support

Technology And Tools

  • Microsoft Excel, Outlook, Word, PowerPoint
  • CRM Systems & Auto-Dialers
  • Remote Communication Platforms (Zoom, Teams)

Timeline

Home Manager

Self-Employed
01.2021 - Current

Collections Representative

Servicing Solutions
03.2020 - 10.2021

Collections Representative

Portfolio Recovery Associates
06.2017 - 01.2020

High School Diploma -

Western Hills High School

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