As a Customer Service Representative, I assisted customers with inquiries related to financial accounts, transactions, and services through phone support. I resolved customer concerns efficiently while maintaining professionalism and empathy in every interaction. My role included verifying customer information to ensure account security while strictly following financial compliance procedures. I accurately documented customer interactions, account updates, and resolutions in the system, while guiding customers through processes such as payments, billing concerns, and transaction verification. By managing multiple requests and providing clear solutions, I consistently maintained high customer satisfaction while meeting productivity and quality performance targets.

As a Subject-Matter Expert at Alorica Inc., I provided guidance and support to team members regarding company policies, procedures, and complex customer concerns. I assisted agents in resolving escalated issues related to financial accounts and transactions while serving as a key resource for product knowledge and system navigation. I also helped train and mentor new agents to improve their performance and service quality. Additionally, I monitored team inquiries to ensure accurate information was delivered to customers and collaborated with supervisors and team leaders to improve workflow, efficiency, and overall customer service operations.