Data Entry/ Customer Service/ Trouble shooting
Resume:
Alisen Heslop
West Valley City, Utah
******.******@*******.***
Summary
I am a client-oriented professional, with more than 10 years experience in dispatching, instructing, troubleshooting and providing solutions in an inbound/outbound office environment. I enjoy helping people and have a very empathetic and professionally de-escalating approach in my transactions with my clients. I also have 9+ months in paralegal work, in credit repair services. I communicate with the clients mainly in sms and chat form, but occasionally I take phone calls and respond to emails, when needed. Skills & Expertise
● Multitasking Attention to detail Fast learner
● Microsoft Word & Excel 65+ WPM and 10-key Self teaching
● Strong listening skills Conflict Management Punctuality
● Critical Thinking Organized Hard worker
Work Experience
July 11, 2022-Present
Fidelity Investments
Financial Customer Representative
2
● Take incoming, as well as make outbound calls to participants, who have signed on to their Employer-sponsored 401k plans.
● Help participants begin, change, and stop contributions.
● Help participants and authorized third parties with their 401k accounts.
● Help exchange, and rebalance 401k portfolios to the authorized party’s desired outcomes.
● Help with online access, and basic data entry.
● Help trouble shoot a myriad of matters with callers. June 08, 2020-July 2022+
Lexington Law Firm-Remote
Paralegal/Client Loyalty Representative for SMS and Chat
● Provide credit repair to clients, by educating them on the five main factors that affect their Fico scores.
● Help determine the best route for each client, depending upon their situation, in terms of the dispute process.
● Explain the various plans we have available, depending upon the amount of negative items each client has on their credit reports, with Experian, Equifax and Transunion. 3
October 2018-August 2020
Apello Live Answering Service-Remote
Phone Agent/Dispatcher
● Answered inbound calls as well as took messages, and set up and modified appointments for a myriad of companies, e.g. doctors, lawyers, flooring, plumbing, electrical offices.
● Dispatched on call doctors, nurses, technicians, depending upon our clients’ patient’s and customer’s needs.
December 2016-July 2018
Enterprise Holdings LLC-Remote
Insurance Support Representative
● Received a variety of inbound calls from customers, insurance agents and adjusters, regarding insurance claims-related car rentals.
● Set up as well as cancel and/or modify reservations.
● Discussed rates for rentals, help with invoicing and billing questions.
● Made outbound calls to help find rental cars for customers, who were unable to make reservations prior.
4
● Miscellaneous duties
June 2013-December 2015
Select Portfolio Servicing-Salt Lake City, Utah
Loss Mitigation Agent/Late Stage Collections
● Made outbound calls to third parties, homeowners, real estate agents; as well as received inbound calls.
● Responsible for finding the best solutions regarding delinquencies on mortgages, for investors, borrowers and Select Portfolio Servicing.
● Discussed financial information, gave guidance to customers in being able to afford mortgage payments.
● Educated customers and authorized third parties of the processes and documents needed, for reviewing in modifications, short sales and deeds in lieu.
● Maintained excellent punctuality record throughout tenure at company.
● Maintained frequent contact with assigned loans, as relationship managers, to find the best ways (depending on customer’s intentions with the property) in curing the delinquency on the loans.
● Select Portfolio Services is regulated by investors, CFPB and must abide by regulations as well as policies and procedures, e.g. FDCPA, RESPA and TILA.
● Was scored by payments taken and workout submissions. There were four grades in
● the system for bonusing (in order from highest to lowest): green, blue, yellow and red. I would either land in the blue or green spectrums. 5
July 2012-June 2013
Galileo Processing-Sandy Utah
Customer Service Representative
● Took inbound calls from customers with prepaid visa cards
● Discussed transactions with customers
● Troubleshooting with customers and store clerks; as well as helped activate new cards for customers.
● Put in trouble tickets to order new cards for customers as well as disputes on issues.
● Worked briefly at home.
03/2012-July 2012
Primerica Life Insurance-Sandy, Utah
Life Insurance Agent
● Trained to be an independent consultant. State of Utah licensed (license is now expired) for selling life insurance products.
● Discussed financial information, as well as calculated client’s income, debt, expenses, desired retirement income to determine what it would take to reach their goals.
● Discussed debt solutions.
● Handed out privacy policy, for customer’s privacy protection. 6
11/2000-07/2010
Alarm Control-Salt Lake City, Utah
Dispatcher/Monitor/Data Entry Clerk/Technical Troubleshooter
● Dispatched police, fire and paramedics on residential and business alarms.
● Entered date from technicians installations and customers’ change requests.
● Guided new technicians in programming new accounts and deciphering alarm code signals.
● Provided solutions for customers after troubleshooting issues.
● Maintained an excellent punctuality record, throughout tenure at the company. Education
01/2016-10/2018
Penn Foster College-Online
BS in Business Management
04/2012-01/2013
U.S. Career Institute
Medical billing and Coding degree
02/2008-10/2008
Penn Foster College-Online
Interior Decorating Career Diploma
7
3/2002-10/2004
Salt Lake Community College
Associate’s Degree Music Education
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