Whitney Perales
Spring,TX
Summary
Dynamic professional with extensive experience in customer service and debt collection, notably at FMA Alliance. Proven ability to enhance customer satisfaction through effective problem resolution and relationship building. Skilled in financial transactions and complaint handling, consistently achieving high payment commitment rates while maintaining a focus on compliance and service excellence.
Overview
7
7
years of professional experience
Work History
Member Service Representative WFT
Southwest Credit Systems
Dallas, TX
03.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
Part Time Supervisor
Forever 21
Houston, TX
01.2022 - 03.2025
- Established clear expectations regarding punctuality and attendance policies for all employees, fostering a culture of accountability within the organization.
- Streamlined the scheduling process, resulting in a more organized workflow for employees.
- Resolved employee scheduling conflicts in a timely manner, minimizing disruptions to workflow and project timelines.
- Developed a comprehensive training program to support new hires in understanding their roles and responsibilities.
- Implemented an automated time tracking system to reduce manual input errors and improve data accuracy.
- Maintained accurate payroll records, ensuring prompt and correct payment for all staff members.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Completed payroll accurately and timely to meet employee expectations.
Senior Debt Collector
FMA Alliance
10.2018 - 02.2022
- Collaborated with team members to establish best practices and optimize internal processes for maximum results in debt collection efforts.
- Enhanced collections efficiency by implementing advanced data analysis and customer profiling techniques.
- Contributed to the development of company-wide credit policies, incorporating industry standards and best practices for effective risk management.
- Assisted sales teams in assessing creditworthiness of potential clients to mitigate financial risks associated with extending credit terms.
- Leveraged strong communication skills when corresponding with customers, resulting in higher payment commitment rates.
Education
HS Diploma -
Harlingen High School North
Harlingen, TX05.2006
Skills
- Customer service
- Relationship building
- Financial transactions
- Customer support
- Call center experience
- Complaint handling
- Service upselling
- Account reconciliation
- Payment processing
- Problem resolution
- Data entry
- Remote office availability
- Inbound call management
- Language fluency
- Billing adjustments and refunds
- Confidence & Assertiveness
- Data Entry & Software Skills
- Time Management
- Empathy & Emotional Intelligence
- Negotiation Skills
Languages
Spanish
Limited Working
Timeline
Member Service Representative WFT
Southwest Credit Systems
03.2022 - Current
Part Time Supervisor
Forever 21
01.2022 - 03.2025
Senior Debt Collector
FMA Alliance
10.2018 - 02.2022
HS Diploma -
Harlingen High School North