Results-driven Remote Professional specializing in Debt Collections, Quality Assurance (QA), and Internal Auditing within enterprise environments. Expert at leveraging Genesys and Avaya systems alongside Nexidia speech analytics to maximize financial recovery, optimize team quality, and ensure strict regulatory compliance.
Core Skills & Tech Stack
CCaaS & CRM: Genesys Cloud CX, Avaya Workspace / Aura
QA & Analytics: Nexidia (Speech Analytics), Quality Monitoring & Calibration
Microsoft 365: Excel (Advanced: Pivot Tables, XLOOKUP), Outlook, Word, OneDrive
Automation: Zapier (Workflow & Data Integration)
Operations: B2B/B2C Debt Recovery, Skip Tracing, Compliance Auditing (FDCPA/TCPA)
Work History
TCPA Auditor | Alorica Inc. - Lipa
Audited multi-channel interactions using Genesys/Avaya and Nexidia to ensure compliance and quality. Built advanced MS Excel audit trackers and automated workflows via Zapier to streamline reporting. Maintained secure documentation hierarchies using OneDrive.
Collections Specialist | Alorica Inc. - Lipa
Managed high-volume delinquent portfolios using enterprise dialing systems.
Negotiated payment plans and settlements via MS Outlook while maintaining strong recovery rates. Resolved billing disputes and reconciled accounts using structured auditing workflows.
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