Alyssa Valladares
Phoenix,AZ
Summary
Accomplished Lead Account Specialist at Discover Financial Services, DFS, with a proven track record in enhancing customer satisfaction and account servicing. Expert in Microsoft Office and adept at relationship building, excellent communication and problem-solving skills, I've successfully mentored new agents, driving team performance and efficiency.
Overview
6
6
years of professional experience
Work History
Acting Coach Role
Discover Financial Services, DFS
08.2024 - Current
- Coach agents to department metrics
- Group Calibrations
- Set expectations
- Agent accountability and help them to improve and prepare for next steps in career at Discover.
- Call listenings.
- Review/dispute calls.
Lead Account Specialist
Discover Financial Services, DFS
07.2019 - Current
- Set up new customer accounts and updated existing profiles with latest information.
- Attention to detail.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Mentor for training classes. Created and presented content to prepare agents for the next step.
- Navigate multiple computer systems.
Senior Collections Specialist
Discover Financial Services, DFS
05.2018 - 07.2019
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Used probing techniques to determine debtors' reasons for delinquency.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
Education
Glendale Community College
Glendale, CASkills
- Customer relationship development
- Document Management
- Microsoft Office proficiency
- Customer Engagement
- Account updating
- Due diligence
- Processing payments
- Excellent Communication
- Account Servicing
- Team building
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking
- Reliability
- Customer Satisfaction
- Organizational Skills
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Relationship Building
- Task Prioritization
- Product Knowledge
Accomplishments
Won Excellence Quarter 4- 2023
Timeline
Acting Coach Role
Discover Financial Services, DFS
08.2024 - Current
Lead Account Specialist
Discover Financial Services, DFS
07.2019 - Current
Senior Collections Specialist
Discover Financial Services, DFS
05.2018 - 07.2019
Glendale Community College