Jacqualah Perry
FMA Alliance
Houston,TX
7
years of professional experience
Accomplished Collections Agent at FMA Alliance, skilled in skip tracing and payment arrangements. Demonstrated ability to negotiate repayment options, ensuring compliance and customer satisfaction. Enhanced account management processes, resolving disputes efficiently. Proven track record in maintaining high call volumes and securing payments, achieving a 95% resolution rate. Adept at building rapport and delivering results.
Work History
Collections Agent
1 Year 11 Months- Managed outbound and inbound collection calls to resolve past-due accounts and secure payment arrangements.
- Updated account records with detailed notes, payment commitments, and customer correspondence.
- Reviewed delinquent accounts for accurate balances, status changes, and dispute resolution.
- Negotiated repayment options while maintaining compliance with FDCPA and company policies.
- Researched account information using skip tracing techniques to locate hard-to-reach consumers.
- Addressed billing questions and account disputes with clear, professional communication.
- Followed collection workflows to prioritize accounts and maintain consistent follow-up.
- Documented call outcomes and maintained accurate records within collection systems.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
Customer Service Representative
8 Months- Managed outbound and inbound collection calls to resolve past-due accounts and secure payment arrangements.
- Updated account records with detailed notes, payment commitments, and customer correspondence.
- Reviewed delinquent accounts for accurate balances, status changes, and dispute resolution.
- Negotiated repayment options while maintaining compliance with FDCPA and company policies.
- Researched account information using skip tracing techniques to locate hard-to-reach consumers.
- Addressed billing questions and account disputes with clear, professional communication.
- Followed collection workflows to prioritize accounts and maintain consistent follow-up.
- Documented call outcomes and maintained accurate records within collection systems.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
Healthcare Customer Service Representative
2 Years 1 Month- Responded to patient and provider inquiries regarding benefits, coverage, and service requests.
- Reviewed account details and verified information to resolve issues accurately and efficiently.
- Documented calls, cases, and follow-up actions in CRM and healthcare support systems.
- Assisted customers with appointment coordination, eligibility questions, and referral status updates.
- Escalated complex service concerns to appropriate departments while maintaining clear communication.
- Applied HIPAA guidelines when handling sensitive patient information and confidential records.
- Guided callers through billing, claims, and authorization processes with professional service.
- Adapted quickly to new procedures, systems, and workflow updates in fast-paced support environment.
Technical Support Representative
1 Year 7 Months- Resolved inbound technical issues for customers using troubleshooting scripts and knowledge base resources.
- Diagnosed connectivity, device, and account problems through guided questions and remote support tools.
- Documented case notes, resolutions, and follow-up actions accurately in CRM and ticketing systems.
- Explained technical steps clearly to customers with varying skill levels, improving call efficiency.
- Escalated complex issues to appropriate teams while maintaining ownership of customer communication.
- Supported password resets, software access, and account updates within established service procedures.
- Verified service status, replicated reported issues, and identified root causes for faster resolution.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Education
High School Diploma
Skills
Payment arrangement
Skip tracing
Collections processing
Account management
Timeline
Collections Agent
FMA Alliance
11.2024 - CurrentRead More
Customer Service Representative
Concentrix
05.2022 - 01.2023Read More
Healthcare Customer Service Representative
Continuum
02.2021 - 03.2023Read More
Technical Support Representative
Everise
06.2019 - 01.2021Read More
Hightower Highschool
High School Diploma
Read More