Alex Armando Amaya

Experienced Collections and Accounts Receivable Specialist with a strong background in customer service, account resolution, and credit management. Proven success in reducing aging balances, negotiating payment plans, and maintaining positive client relationships. Adept at handling high-volume portfolios, and resolving billing disputes. Known for balancing assertiveness with empathy to support customers while improving cash flow and recovery rates. Seeking to leverage my skills in a growth-oriented company focused on client satisfaction and financial stability.

• Manage a high-volume portfolio of aging receivables, consistently reducing delinquent accounts through proactive outreach and negotiation.
• Communicate directly with customers regarding overdue balances, resolving disputes with professionalism and tact.
• Investigate root causes of non-payment and coordinate with internal teams to correct billing errors or adjust payment terms.
• Arrange and monitor custom payment plans based on client needs and financial capacity.
• Maintain accurate records in CRM and accounting systems; ensure full compliance with company policy and FDCPA regulations.

Dedicated and customer-focused service professional with over [X years] of experience resolving complex issues, managing high call volumes, and delivering exceptional customer experiences. Adept at troubleshooting, de-escalating concerns, and guiding users through technical support with patience and empathy. Committed to maintaining high standards of service, meeting performance targets, and enhancing brand loyalty. Seeking to contribute to Asurion’s mission of helping people protect and enjoy the technology they love.

• Handle high volume of calls, assisting customers with technical issues, service plan questions, and device replacement claims.
• Guide customers through troubleshooting steps and escalate complex issues to Tier 2 support when necessary.
• Maintain detailed and accurate records of customer interactions in CRM systems, ensuring follow-through and resolution.
• De-escalate frustrated customers with empathy, active listening, and professional communication.

Delivered high-quality customer service by resolving account issues, troubleshooting errors, and ensuring accuracy of customer information and transactions. Maintained a strong focus on customer satisfaction, consistently meeting performance expectations and reinforcing positive client relationships.

• Customer Account Management.
• Conflict Resolution
• Data Accuracy & Verification
• Customer Satisfaction (CSAT)
• CRM Software (e.g., Salesforce, Zendesk)
• Inbound & Outbound Support
• First Call Resolution (FCR)
• Empathy & Active Listening
• Quality Assurance Standards
• Multitasking in High-Volume Environments

Oversaw maintenance and readiness of military vehicles and classified equipment, ensuring operational excellence at all times. Led personnel and delegated tasks effectively under my command. Responsible for establishing security protocols and providing mission-critical support in high-risk and hostile environments.