Experience

Official Pest Prevention

• United States
• Consumer Services
• 1 - 100 Employee

• Customer Service Manager

  • Sep 2021 - Present

  Doing my part to make Official Pest Prevention the best pest control company in Northern California. On a mission to build the best customer service call center in the entire industry.



USCB AMERICA-Revenue Cycle Solutions for Healthcare Entities

• United States
• Financial Services
• 1 - 100 Employee

• Director Of Collections

  • Jan 2019 - Jan 2020

  Elk Grove, California, United States Directed/analyzed client workflows to ensure proper administration of processes, including account scoring, cell phone scrubs, bankruptcy/deceased scrubs, etc. Managed client projects, including bad debt, extended payment plans, customer service, insurance billing, dispute resolution, charity screening, and third-party liens. Reported recovery and production numbers to Vice President of Collections. Supervised 30 collectors managing the Sutter Health Portfolio. Collaborated with Sutter Health… Show more Directed/analyzed client workflows to ensure proper administration of processes, including account scoring, cell phone scrubs, bankruptcy/deceased scrubs, etc. Managed client projects, including bad debt, extended payment plans, customer service, insurance billing, dispute resolution, charity screening, and third-party liens. Reported recovery and production numbers to Vice President of Collections. Supervised 30 collectors managing the Sutter Health Portfolio. Collaborated with Sutter Health to implement contract and to setup all onboarding procedures. Oversaw 3 Customer Service Representatives with the role of client’s Extended Business. Oversaw interviewing, hiring, and training of collectors. Produced/implemented training materials. ▪ Oversaw $20M+ per month in assignments. ▪ Played key role on implementation team to on-board and administer contract with Sutter Health. Show less



J&L Teamworks

• Hospitals and Health Care
• 1 - 100 Employee

• Director of Revenue Management

  • Aug 2002 - Jan 2019

  Lodi, California Directed a staff of 50+, including 5 Department Managers and 50+ multifunctional inbound/outbound phone agents. Managed all aspects of servicing and collection of Healthcare, Retail, and Commercial business. Managed Legal Department and coordinated all phases of litigation. Ensured FDCPA (Fair Debt Collections Practices Act) training and compliance for all management functions. Conducted performance appraisals, including determining disciplinary actions up to termination of employment. Oversaw… Show more Directed a staff of 50+, including 5 Department Managers and 50+ multifunctional inbound/outbound phone agents. Managed all aspects of servicing and collection of Healthcare, Retail, and Commercial business. Managed Legal Department and coordinated all phases of litigation. Ensured FDCPA (Fair Debt Collections Practices Act) training and compliance for all management functions. Conducted performance appraisals, including determining disciplinary actions up to termination of employment. Oversaw early-out receivables management, third-party billing, self-pay hospital/physicians collections, dialer management, Call Center, cash posting, Client Services, and Legal departments. Developed/implemented departmental operating procedures, including written and electronic manuals. Prepared monthly statistical reporting and revenue projections. Set and obtained revenue/production goals on daily, weekly, and monthly basis. Met with clients and potential clients to discuss business strategies, collection potential and results, policies and procedures, ethics, customer service, etc. ▪ Increase several key metrics. Increased payments collected by 1026%. Grew staff from 8 to 50 collectors. ▪ Contributed to team that started Extended Business Office Services, an early out extension of J&L Teamworks. Oversaw 2 Managers and 25 Customer Care Representatives. Show less



Sears Auto Center

• Auto Center Manager

  • Sep 1997 - Aug 2001

  Chico, California, United States Managed Auto Center operations, including supervision of a staff of 25 employees. Enforced customer service standards to ensure customer satisfaction. Led all store functions, including sales, profitability, merchandising, staffing, safety, and local marketing initiatives. ▪ Maintained customer satisfaction rating of 95%, one of the highest in the region and above the company average. ▪ Hired as a counter clerk and promoted to management within 10 months as youngest manager in the… Show more Managed Auto Center operations, including supervision of a staff of 25 employees. Enforced customer service standards to ensure customer satisfaction. Led all store functions, including sales, profitability, merchandising, staffing, safety, and local marketing initiatives. ▪ Maintained customer satisfaction rating of 95%, one of the highest in the region and above the company average. ▪ Hired as a counter clerk and promoted to management within 10 months as youngest manager in the company.

• Customer Service Advisor

  • Oct 1996 - Dec 1998