Alex Hilliard

Experienced call center professional with expertise in collections, customer service, and business development. Skilled in managing inbound/outbound calls, underwriting, escalation resolution, and team leadership across multiple industries including financial services and automotive.

Collections Department - Day to day over the phone customer facing specialist - JPMorgan Chase & Co.

(2014-03 - 2026-05)

Day to day over the phone customer facing specialist department. Inbound and outbound collections and service calls. Assistant trainer of specialist. Use of ACD, manual dialing and AI automation. Score card goal based monthly quotas with a focus on call outcome resolutions and satisfaction results. Servicing loan and lease accounts from origination through payoff/charge off.

• Focusing on key performance metrics including; resolve, solution, cure, aht, acw, cph, over all handle time, rpc, wph
• Maintain quality and escalations dashboards that monitor regulatory compliance risks, CSAT, OSAT and EOS

Underwriter / Collections - U.S. Auto Credit dba Auto Credit of Tampa LLC

(2009 - 2014)

Hands on outbound/ inbound call center collections and customer service, loan originations, underwriting, loan funding, and all employee activities. Directing customer inquiries and concerns, while collecting on subprime auto loan payments. Managing delinquency from origination through charge off. Repossession assignment and deficiency balance resolution.

Collections and Asst Finance Mgr - CNAC Finance Company/JD Byrider

(2007 - 2009)

Outbound/inbound call center collections and customer service representative. Resolving delinquency in categories from 1 day past due until charge-off, collecting payments, Monitoring and rating calls daily, tracking and submitting bonuses and accomplishments. Review of credit offerings for financing and relaying the information to JDbyrider sales managers. Completing finance and insurance information with the customer and closing the finance contract.

BDC - Business Development Center - Ernie Haire Ford and Companies

(2000 - 2007)

Sales and service department appointment setter specialist. Making and taking calls for sales and service for automobiles and motorcycles. Managing a dialer for inbound/outbound telephone and internet appointments. Setting up campaigns by procuring zip code lists with phone numbers to set up free value appraisals and new/used vehicle test drives. Dialer programmer and work assigner. Telemarketing and prospecting local demographics to grow and expand the automotive brand of the business.

Operations - General Electric (GE)

(1993 - 2000)

GE Money enrolled visa, MC, Discover and Amex customer multiple life enhancement products including credit card protection, mortgage protection, pet club, short term unemployment payments and more. We also took on third party contracts for select vendors. Duties include managing a dialer, creating campaigns, scripts and monitoring time zone and telemarketing regulations. I also scheduled the work-flow.

BS - Business Administration - Central Western University

Business/Computer Science - Southwestern Christian College

Diploma - Custer High School