Experience

Capital on Tap

• United Kingdom
• Financial Services
• 200 - 300 Employee

• Customer Success Associate

  • Feb 2023 - Present

  Atlanta, Georgia, United States Maintained a consistently high level of customer satisfaction rating, averaging 95% positive feedback on customer surveys over a 7 month period Consistently met and exceeded weekly and monthly goals by an average of 25%, resulting in recognition as a top-performing representative in the department and praise across several Google reviews Achieved a high first call resolution rate of 85% through effective communication and problem-solving skills, resulting in a decrease in call… Show more Maintained a consistently high level of customer satisfaction rating, averaging 95% positive feedback on customer surveys over a 7 month period Consistently met and exceeded weekly and monthly goals by an average of 25%, resulting in recognition as a top-performing representative in the department and praise across several Google reviews Achieved a high first call resolution rate of 85% through effective communication and problem-solving skills, resulting in a decrease in call volume and increased customer satisfaction

• Collections Specialist

  • May 2022 - Apr 2023

  Atlanta, Georgia, United States Successfully collected over $500,000 in delinquent accounts within a 3-month period, exceeding the department's quarterly targets by 25% using effective collection strategies and proactive communication with customers. Maintained a high volume of daily outbound calls, averaging 100+ calls per day, resulting in a 20% increase in successful payments from previous quarter Developed and maintained positive relationships with customers, resulting in a 25% increase in on-time… Show more Successfully collected over $500,000 in delinquent accounts within a 3-month period, exceeding the department's quarterly targets by 25% using effective collection strategies and proactive communication with customers. Maintained a high volume of daily outbound calls, averaging 100+ calls per day, resulting in a 20% increase in successful payments from previous quarter Developed and maintained positive relationships with customers, resulting in a 25% increase in on-time payments and a 20% decrease in customer complaints. Trained and coached new collections team members resulting in a 50% decrease in the training period and an increase in team productivity by 30%



Concentra

• United States
• Wellness and Fitness Services
• 700 & Above Employee

• Accounts Receivable Specialist

  • Nov 2021 - Present

  Atlanta, Georgia, United States Achieved a customer satisfaction rating of 95% through resolving an average of 50 customer inquiries per day via phone, email, and chat Spearhead new personalized bill reminder email process to encourage fast, on-time payments. Managed a portfolio of over 1,000 using ATS to collect and post rebill and correspondence. Maintained accurate and up-to-date patient records, resulting in a 98% accuracy rate in patient billing information and a decrease in billing disputes and… Show more Achieved a customer satisfaction rating of 95% through resolving an average of 50 customer inquiries per day via phone, email, and chat Spearhead new personalized bill reminder email process to encourage fast, on-time payments. Managed a portfolio of over 1,000 using ATS to collect and post rebill and correspondence. Maintained accurate and up-to-date patient records, resulting in a 98% accuracy rate in patient billing information and a decrease in billing disputes and errors Show less