Summary
Overview
Work History
Education
Skills
Affiliations
Languages
References
Timeline
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Alex Armando Amaya Riano

Bogota

Summary

Dynamic Collections Specialist with a proven track record at Skyline Smart Home, excelling in debt recovery and empathetic communication. Skilled in negotiating payment plans and reducing aging balances, I thrive in high-volume environments, ensuring client satisfaction while enhancing cash flow. Committed to achieving results through attention to detail and effective relationship management.

Overview

25
25
years of professional experience

Work History

Collections / Accounts Receivable Specialist

Skyline Smart Home
Bogota
02.2023 - 06.2025
  • 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.

Customer Service Representative

Asurion
Bogotá
02.2022 - 01.2023
  • 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.

Agent

Sitel
Bogota
11.2017 - 02.2022
  • 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

M1A1 Tank Crewman

U.S Army
Liberty County
01.2000 - 01.2003
  • 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.

Education

High School -

Perth Amboy High School
Perth Amboy, New Jersey
07.1996

Skills

  • Debt recovery and sales
  • CRM systems
  • Empathy-driven communication
  • Aging report analysis
  • Negotiation skills
  • Attention to detail
  • Customer connection
  • Account reconciliation

Affiliations

  • Traveling
  • Movies
  • Dining out
  • Exercising

Languages

Spanish
First Language
English
Advanced (C1)
C1

References

References available upon request.

Timeline

Collections / Accounts Receivable Specialist

Skyline Smart Home
02.2023 - 06.2025

Customer Service Representative

Asurion
02.2022 - 01.2023

Agent

Sitel
11.2017 - 02.2022

M1A1 Tank Crewman

U.S Army
01.2000 - 01.2003

High School -

Perth Amboy High School

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Alex Armando Amaya Riano