Aimee Tyler

Results-driven customer service, collections, quality assurance, and operations professional with 20+ years of experience leading teams, improving processes, retaining customers, and delivering exceptional client experiences. Proven success in remote and office environments with expertise in leadership, client relations, quality assurance, collections, and coaching.

Finance Specialist - TOPTAL

(2017-01 - 2020-12)

• Supported financial operations, reconciliations, payment processing, and account maintenance.
• Resolved discrepancies while maintaining accuracy and compliance.
• Built strong client relationships through exceptional customer support.

Independent Contractor - UBER & LYFT

(2017-01 - 2020-12)

• Maintained a 5-star customer rating.
• Created memorable rider experiences through exceptional service and themed rides.

Community Chat Manager - NEEDLE INC.

(2012-01 - 2015-12)

• Consistently ranked among top-performing chat agents.
• Maintained 9.8–10.0 CSAT scores.
• Led agent certification, coaching, and support initiatives.

Customer Service QA Manager - TRISTAR PRODUCTS

(2010-01 - 2012-12)

• Managed QA operations and staff.
• Implemented quality evaluation systems and coaching programs.
• Resolved escalated customer concerns and analyzed satisfaction metrics.

B2B Collections & Retention Specialist - BIG LOCAL

(2008-01 - 2010-12)

• Built and managed the company's collections department.
• Improved account recovery through negotiation and retention strategies.

Collections Specialist - URG

(2006-01 - 2008-12)

• Ranked among top collection performers.
• Managed delinquent accounts and negotiated payment arrangements.

Senior Collections Specialist / Team Lead - D&S LTD

(2004-01 - 2006-12)

• Led and coached new team members.
• Ranked #1 collection agent for 22 consecutive months.

Collections Specialist / Team Lead - DISCOVER CARD

(1999-01 - 2004-12)

• Led teams of 5–8 agents.
• Earned the A.C.E. Award as the company's top-performing collection agent.