| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateCandidate's Name
Dallas, TXPHONE NUMBER AVAILABLEEMAIL AVAILABLELINKEDIN LINK AVAILABLESummaryAttentive team player with 20+ years of professional experience in customer service based roles, with 7+ years in collections. Effective communicator capable of resolving client concerns through active listening and an empathic approach. History of being repeatedly promoted because of leveraging in-depth knowledge of various collection methods and severance processes, with a strong desire to continually elevate the performance of the business as a matter of satisfaction. Skills Oral & Written Communication Relationship Building Strong Negotiations Time Management Project Management Urgency & Proactivity Problem Solving DocumentationProfessional ExperienceMember Quality Specialist II, Member Support Specialist II / Livongo Teladoc Health 11/2019 to 01/2023 Communicated with 40 members by phone or electronically to resolve concerns and complete complaint investigations Promoted twice internally due to continually seeking ways to enhance members satisfaction and engagement Utilized regulatory expertise to determine Medical Device and Vigilance Reporting requirements after reviewing and evaluating product complaints; created and submitted detailed Adverse Event FDA reports to weekly panel Maintained complete, accurate, and consistent documentation of all investigation actions and reporting decisions Represented the complaint handling process to regulatory agencies during audits Identified and participated in process improvements, effectively increasing intake volume from 40 to 60 cases per day Improved membership participation through exceptional issue resolution and customer service Collaborated with teammates to train members on the usage and benefits of Teladocs In-Touch device Provided support to current/potential members, addressing technical questions about interface and program features Clearly documented all member-related communication and activity in Salesforce and maintain department SLAs Contributed to continuous program improvement by sharing feedback and suggestions to the Engineering team Collections Specialist, Client Relations Specialist / Nissan Motor Acceptance Corporation 04/2016 to 11/2019 Managed between 60 and 80 delinquent accounts per day, using automated dialer to handle client portfolios Educated clients on consequences of non-payment, including impact on interest rates and overall credit rating Used courteous and professional communication to effectively negotiate payment arrangements on 65% of portfolios Documented all collection activity concerning client contact on collection systems Handled calls and corresponded with clients, dealers, banks, and other outside agents; interacted and coordinated directly with internal/external departments to gather requested documentation from the clients portfolios Initiated Total Loss Claims and conducted research pertaining to payments (misapplied, reallocation, refund, waivers) Financial Portfolio Specialist, Senior Technical Specialist / T-Mobile USA 09/2006 to 12/2016 Offered reassurance, support, and one-call resolution for T-Mobile customers with delinquent accounts, managing billing disputes and navigating other financial inquiries and payment negotiations as needed Evaluated and modified accounts based on customers requests with goal of avoiding account suspension Balanced the customers needs against T-Mobile credit and fraud policies/risk procedures Built and maintained customer loyalty through timely and effective one call resolution Utilized confident, clear communication to build SME on all T-Mobile products, features and services Supported Customer Care by answering calls regarding billing, coverage and troubleshooting issues Education & CertificationsGED; Certifications: Fair Dept Collection Practices (FDCPA); Fair Credit Reporting Act (FCRA); Unfair, Deceptive Abusive Acts or Practices (UDAAP); Truth in Lending (TILA) |
