Hilary Alegria
San Antonio,TX
Summary
Versatile and achievement-oriented professional with a robust background in customer service and office management, notably at City of San Antonio. Excelled in roles requiring exceptional organizational skills and Microsoft Excel proficiency, achieving high customer satisfaction ratings. Demonstrated expertise in financial services and collections, enhancing client retention and recovery outcomes.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Deposit Services Representative
USAA Federal Savings Bank
01.2025 - Current
- Provided exceptional customer service, fostering long-lasting relationships and repeat business from clients.
- Conducted regular audits of deposit accounts to ensure accuracy and prevent fraud.
- Maintained strict adherence to regulatory compliance guidelines, minimizing risk for the institution.
- Collaborated with team members to resolve complex customer inquiries and issues promptly.
- Handled sensitive customer information with discretion, adhering to privacy regulations and protecting client confidentiality.
- Maintained up-to-date knowledge of banking regulations, policies, and best practices to provide informed assistance to customers.
- Educated customers on available banking products and services, increasing cross-selling opportunities.
Rideshare Driver
Lyft Drivers/Uber
02.2024 - Current
- Full time Rideshare driver as my grant funding job with the city ended in March
- Currently looking for a long-term career.
Case Manager
City of San Antonio
05.2023 - 03.2024
- Directed the movement of personnel from one location to another.
- Handled critical issues.
- Oversaw large quantities of client interactions via phone and email.
- Collecting all documents needed to assist with application approvals and help provide funding.
- Managed housing arrangements and logistics for seamless relocations.
- Acted as point of contact for applicants, delivering information on relocation status and timelines.
- Addressed unexpected challenges during the relocation process and ensured smooth progress.
- Maintained records of relocation activities, expenses, and outcomes.
- Funding was pulled, and I was laid off with a recommendation letter.
- Facilitated extensive call handling along with managing a significant number of emails.
Sr. Collections Representative
Kohl's
10.2022 - 04.2023
- Monitored payment statuses of delinquent accounts, implementing strategies to recover balances.
- Engaged debtors through multiple communication channels to negotiate repayment plans.
- Leveraged negotiation tactics to secure favorable payment agreements with debtors.
- Track and document every debtor interaction and payment agreement accurately.
- Maintained adherence to all applicable collection laws, regulations, and company policies.
- Reported regularly on progress in collections, current account conditions, and recovery strategies to executives.
- Handled debtors with professionalism and empathy while addressing their concerns.
- Trained and guided junior collection representatives to boost team efficiency.
- Managed escalated calls from upset customers.
Leasing Agent Management Support
City of San Antonio
08.2021 - 09.2022
- Accompanied potential tenants on tours of the property.
- Responded promptly to tenant emails, phone calls, and walk-ins.
- Conducted comprehensive background checks on potential tenants.
- Collected payments efficiently, contributing to outstanding customer experiences.
- Achieved high monthly sales and received consistent Google reviews praising professionalism during tenure
- Managed payment collection, sales of apartments, and resident conflict resolution.
- Handled multiple high-volume customer interactions daily.
Director of First Impressions
Realty ONE Group
10.2019 - 08.2021
- Recruit and Onboard new Real Estate Agents
- Maintain billing for Real Estate Agents commissions, office dues, and other fees assessed
- Prepare 1099's for all Real Estate Agents who are part of Realty ONE Group Emerald
- Develop relationships with individuals in the housing industry
- Organize and Host all events and training classes
- Inbound and Outbound calls for due payments and taking payments
- Receptionist Experience
Insurance Agent
Allstate Insurance Co
05.2018 - 03.2019
- Met with division leaders and consultants to discuss strategies to increase sales.
- Developed and implemented comprehensive insurance plans for clients according to their individual needs.
- Monitored clients' insurance coverages to ensure changing needs were met.
- Provided customers with information regarding plan features, pricing, and availability.
- Processed payments received from clients promptly according to established procedures.
- Conducted telephone appointments with prospective clients to build rapport and sell insurance services.
- Contacted underwriters and submitted forms to obtain binder coverage.
- Sought out new clients and developed clientele by networking to find new customers.
- Managed high volume of inbound and outbound calls.
- Secured funds from delinquent accounts.
Financial Customer Service Representative
Conduent Call Center
02.2017 - 03.2018
- Developed relationships with customers to facilitate timely payments on overdue accounts.
- Received payments and posted amounts to customer accounts.
- Resolved disputes and negotiated settlements to satisfy all parties involved.
- Monitored toll collections activities to ensure compliance with applicable regulations and policies.
- Trained new employees on company policies and procedures.
- Resolved escalated supervisor calls.
CSR
Keefe Group
04.2016 - 02.2017
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Handled inbound calls to provide funds for inmate accounts across various jail facilities throughout the United States.
- Completed financial exchanges.
- Managed escalated calls efficiently.
- Ensured calls were completed within the anticipated timeframe.
Education
High school diploma -
Ronald Reagan
San Antonio, TX03.2007
Skills
- Call center
- Office Management
- Microsoft Outlook
- Marketing
- Accounts Receivable
- Organizational skills
- Lease Agreement Administration
- Outbound sales
- Receptionist
- Office Administration Expertise
- Cold Calling
- Experienced Customer Assistance
- Analysis skills
- Banking
- Financial services
- Office experience
- Typing
- Front desk
- Payroll
- Microsoft Excel
- Outside sales
- Direct sales
- Phone etiquette
- Data entry
- Collections
- Money handling
- Payment exchanges
Certification
Driver's License
Timeline
Deposit Services Representative
USAA Federal Savings Bank
01.2025 - Current
Rideshare Driver
Lyft Drivers/Uber
02.2024 - Current
Case Manager
City of San Antonio
05.2023 - 03.2024
Sr. Collections Representative
Kohl's
10.2022 - 04.2023
Leasing Agent Management Support
City of San Antonio
08.2021 - 09.2022
Director of First Impressions
Realty ONE Group
10.2019 - 08.2021
Insurance Agent
Allstate Insurance Co
05.2018 - 03.2019
Financial Customer Service Representative
Conduent Call Center
02.2017 - 03.2018
CSR
Keefe Group
04.2016 - 02.2017
High school diploma -
Ronald Reagan
PERSONAL INFORMATION
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
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