Wally Alaniz
Layton,UT
Summary
SUBJECTIVE: To utilize my skills as a person, leader and co-worker and better the opportunities for the company and my co-workers. Seasoned Customer Service Specialist & Collections Specialist excited to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems. Offering several years of success in sales and service positions.
Overview
16
16
years of professional experience
Work History
Collections Specialist II
SoFi
Cottonwood Heights, UT
10.2023 - 07.2024
- Analyzed account histories, monitored payments, reconciled discrepancies and updated customer information in the database.
- Received Inbound calls regarding delinquency and solutions to help bring their profiles current.
- Developed relationships with debtors to encourage timely payments while providing excellent customer service.
- Assisted customers with financial hardship by offering alternative payment plans or other solutions that would benefit both parties.
Low Risk/High Risk Collections Specialist
LendingClub, LLC
Lehi, UT
08.2021 - 09.2023
- Maintained records of collection activities for each account, including contact attempts, payment arrangements and resolution status.
- Reviewed delinquent accounts and contacted customers via phone, email or mail to negotiate repayment terms and payment arrangements.
- Remitted payments received from customers promptly while adhering to all applicable laws and regulations governing the collection process.
- Created and implemented strategies to reduce delinquency rates, improve customer service and increase collections.
Inbound/Outbound Collections Specialist
Progressive Leasing
Draper, UT
12.2020 - 08.2021
- Created and implemented strategies to reduce delinquency rates, improve customer service and increase collections.
- Analyzed account histories, monitored payments, reconciled discrepancies and updated customer information in the database.
- Developed collection methods to achieve or exceed company financial goals.
- Negotiated payment plans with delinquent account holders to facilitate debt resolution.
- Arranged for debt repayment and established repayment schedule based on customer finances.
Collections Specialist/Retail Customer Service Representative
Comcast/Xfinity
Sandy, UT
03.2014 - 10.2020
- Researched customer disputes regarding billing errors or incorrect charges; resolved discrepancies with internal departments as needed.
- Processed incoming payments accurately using computerized systems; verified amounts against invoices and statements before posting transactions.
- Assisted customer with the changing of services to accommodate their financial needs.
- Educated customers about their device's features and how to maximize its potential usage for productivity or entertainment purposes.
- Diagnosed software issues on mobile devices using troubleshooting techniques.
- Provided customer service and technical support for mobile devices, tablets, and other wireless products.
UPS Customer Service
Spherion Staffing
Salt Lake City, UT
10.2013 - 03.2014
- Provided accurate information about products and services to customers.
- Maintained a high level of professionalism when dealing with difficult customers.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Seasonal Position
Supervisor Elite/Neat
Ocurrance
Draper, UT
05.2008 - 09.2013
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Collaborated with other departments to coordinate workflow processes between teams.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Tracked progress on projects and provided timely feedback to staff members.
- Directed and supervised team of 23 employees in daily operations.
- Evaluated employee performance through periodic reviews and documented results accordingly.
Education
Robert T. Elliott Alternative, Graduate
Stevens Henager College Accounting
01.1996
Skills
- Payment posting
- Account Review
- Outbound Calling
- Business Correspondence Writing
- Investigation due diligence
- Account Reconciliation
- Collections Specialist
- Call center background
- Conflict resolution techniques
- Risk Management
Timeline
Collections Specialist II
SoFi
10.2023 - 07.2024
Low Risk/High Risk Collections Specialist
LendingClub, LLC
08.2021 - 09.2023
Inbound/Outbound Collections Specialist
Progressive Leasing
12.2020 - 08.2021
Collections Specialist/Retail Customer Service Representative
Comcast/Xfinity
03.2014 - 10.2020
UPS Customer Service
Spherion Staffing
10.2013 - 03.2014
Supervisor Elite/Neat
Ocurrance
05.2008 - 09.2013
Robert T. Elliott Alternative, Graduate
Stevens Henager College Accounting
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