Ashley Malone
Houston
Summary
Dedicated and results-driven professional with nearly a decade of experience in debt collections and customer care advocacy. Skilled in managing high-volume calls, negotiating payments, resolving disputes, and supporting customers across financial and healthcare industries. Recognized for excellent communication, compliance knowledge, and ability to provide solutions while maintaining empathy and professionalism.
Overview
9
9
years of professional experience
Work History
Customer Care Representative
Salelytics
08.2023 - 07.2025
- Provided customer support for clients in various industries, ensuring issues were resolved quickly and efficiently.
- Managed inbound calls, emails, and chat support, delivering accurate account and product information.
- Maintained performance metrics in quality, efficiency, and customer satisfaction.
- Assisted customers with billing, account troubleshooting, and service inquiries.
- Adapted to changing client needs in a fast-paced, remote call center environment.
Debt Collector
FMA Alliance (Regions Bank Accounts)
02.2021 - 08.2023
- Collected delinquent Regions Bank accounts in compliance with FDCPA regulations.
- Negotiated payment plans and settlements with professionalism and empathy.
- Documented account activity and updated payment agreements in system software.
- Consistently exceeded monthly collection goals.
- Built rapport with customers to improve resolution outcomes.
Work From Home Customer Care Advocate
Benelynk
12.2019 - 01.2021
- Handled inbound customer inquiries via phone, email, and chat in a remote environment.
- Resolved billing disputes, account issues, and service concerns with efficiency.
- Processed payments, refunds, and account adjustments accurately.
- Maintained high customer satisfaction scores through effective problem-solving.
Debt Collection Specialist
U.S. Bank
09.2016 - 12.2019
- Managed high-volume outbound and inbound calls to customers with delinquent accounts.
- Negotiated payment arrangements while maintaining compliance with FDCPA regulations.
- Documented account activity and updated agreements in banking systems.
- Consistently met and exceeded monthly collection targets.
Education
High School Diploma -
Sterling High School
Houston, TexasSkills
- Debt Collection & Payment Negotiation
- Customer Care & Retention
- FDCPA & Compliance Knowledge
- Call Center Operations (Inbound/Outbound)
- Conflict Resolution & De-escalation
- Data Entry & CRM Systems
- Remote Work & Virtual Communication
- Time Management & Multitasking
Websites
Timeline
Customer Care Representative
Salelytics
08.2023 - 07.2025
Debt Collector
FMA Alliance (Regions Bank Accounts)
02.2021 - 08.2023
Work From Home Customer Care Advocate
Benelynk
12.2019 - 01.2021
Debt Collection Specialist
U.S. Bank
09.2016 - 12.2019
High School Diploma -
Sterling High School
Additional Information
- Proficient with CRM platforms, Microsoft Office, and remote communication tools (Zoom, Teams, Slack).
- Strong ability to work independently in a home office setting while meeting deadlines and quotas.
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