Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Awards
• Employee of the Year (2024) – Awarded for leadership, adaptability, and performance excellence
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Felisha Valentin

Fort Worth,TX

Summary

Results-driven Collections and Customer Service Specialist with extensive experience in account resolution, dispute management, and client relations. Proven track record of meeting and exceeding collection targets while maintaining professionalism and customer satisfaction. Skilled in negotiation, skip tracing, repayment structuring, and cross-team collaboration. Recognized for reliability, adaptability, and strong communication in high-pressure environments.

Professional who excels in managing customer concerns and achieving resolution through effective communication and problem-solving. Background includes handling critical escalations and providing timely solutions that enhance customer satisfaction. Known for strong team collaboration and adaptability in dynamic environments, with expertise in conflict resolution and customer service.

Overview

8
8
years of professional experience

Work History

Escalation Specialist Supervisor – Escalation Team

Sam's Club
11.2024 - Current
  • Supervise escalation team, handling unresolved customer inquiries and complaints.
  • Investigate and resolve complex issues, ensuring customer satisfaction and loyalty.
  • Take calls and chats directly to de-escalate critical situations and provide timely solutions.
  • Maintain accurate records of escalated cases to support transparency and compliance.
  • Provide feedback to leadership, contributing to process improvement and policy updates.
  • Play a key role in strengthening customer retention by managing sensitive interactions effectively.
  • Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
  • Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
  • Conducted thorough follow-ups with customers post-resolution to ensure satisfaction and identify any opportunities for further improvement in the service provided.

Collection Specialist

Mei Auto Finance
12.2022 - 11.2024
  • Manage high-volume portfolio of delinquent accounts, consistently exceeding collection targets.
  • Negotiate structured repayment plans with customers, increasing on-time payments.
  • Conduct account research to resolve disputes, ensuring timely resolutions and compliance.
  • Partner with internal teams to streamline processes, enhancing efficiency and customer communication.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
  • Processed payments and applied to customer balances.

Credit Card Specialist

Truist
07.2021 - 02.2022
  • Delivered first-contact resolution for credit card disputes and inquiries, improving customer satisfaction.
  • Monitored and managed assigned accounts, ensuring compliance with state and federal guidelines.
  • Developed updated training materials for onboarding new hires.
  • Implemented fraud-prevention strategies to mitigate risk.
  • Conducted thorough credit analysis on potential clients, ensuring responsible lending decisions were made based on established guidelines.
  • Served as an expert resource for colleagues seeking guidance on complex credit card issues or escalations, fostering a collaborative team environment.
  • Coordinated with other departments to verify timely and accurate processing of credit card applications and payments.

Lab Processor

Grifols Biomat USA
01.2018 - 06.2021
  • Demonstrated exceptional attention to detail when preparing specimens for analysis, resulting in accurate test outcomes.
  • Upheld high standards of cleanliness within the laboratory, performing routine cleaning tasks and ensuring a sterile environment for accurate test results.
  • Played an active role in maintaining laboratory inventory levels, ordering necessary supplies before depletion to avoid delays in processing times.
  • Improved interdepartmental communication by establishing clear channels for information exchange between laboratory personnel and other healthcare professionals.
  • Gained proficiency in various laboratory software applications, enabling seamless transition between tasks and increased productivity.
  • Participated in continuous education opportunities, staying up-to-date on industry advancements for improved job performance.
  • Provided exceptional customer service when interacting with patients, addressing concerns and answering questions regarding test procedures or results.

Education

Certificate of Technical Studies -

Texas School of Phlebotomy
Fort Worth, TX
08.2017

Culinary Arts: Pastry

Culinary School of Fort Worth
Fort Worth, TX
08.2012

High School Diploma - undefined

Arlington Heights High School
Fort Worth, TX
06.2010

Skills

  • Collections & Account Resolution
  • Skip Tracing & Payment Arrangements
  • Customer Service & Client Relations
  • Call Center Operations
  • Dispute & Complaint Resolution
  • Time Management & Multi-Tasking
  • Data Entry & Accuracy
  • Training & Team Support

Accomplishments

• Employee of the Year (2024) – Awarded for leadership, adaptability, and performance excellence

Timeline

Escalation Specialist Supervisor – Escalation Team

Sam's Club
11.2024 - Current

Collection Specialist

Mei Auto Finance
12.2022 - 11.2024

Credit Card Specialist

Truist
07.2021 - 02.2022

Lab Processor

Grifols Biomat USA
01.2018 - 06.2021

Culinary Arts: Pastry

Culinary School of Fort Worth

High School Diploma - undefined

Arlington Heights High School

Certificate of Technical Studies -

Texas School of Phlebotomy

Awards

Employee of the Year (2024) – Awarded for leadership, adaptability, and performance excellence.

• Employee of the Year (2024) – Awarded for leadership, adaptability, and performance excellence

I was honored to receive the Employee of the Year award, a recognition of my dedication to excellence, leadership, and customer-focused results. This award highlighted my ability to consistently exceed performance goals, resolve challenges with professionalism, and contribute to a positive, team-driven workplace culture.

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