Alisen Heslop

**** ****** **** **

West Valley City, Utah

***** 801-***-****

adykqi@r.postjobfree.com

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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