Experience

Florida Department of Health in Duval County

• United States
• 100 - 200 Employee

• Biological Scientist III

  • Jun 2020 - Oct 2022

  Facilitate health checks and test, as well as referring contacts to available community resources • Collect and record accurate information using Customer Relationship Management (CRM) software • Provide surveillance for all schools in Duval County to cut transmission and combat the spread of the coronavirus • Conduct phone interviews with newly diagnosed COVID-19 patients to trace individuals they were in close contact with Facilitate health checks and test, as well as referring contacts to available community resources • Collect and record accurate information using Customer Relationship Management (CRM) software • Provide surveillance for all schools in Duval County to cut transmission and combat the spread of the coronavirus • Conduct phone interviews with newly diagnosed COVID-19 patients to trace individuals they were in close contact with



FIS

• United States
• Information Technology & Services
• 700 & Above Employee

• Collections Associate II

  • Mar 2020 - May 2020

  • Utilized online credit bureaus to conduct account research on clients • Collected 1st and 3rd Party collections while maintaining an excellent level of customer service • Adhered to all departmental procedures, including the Fair Debt Collection Practices Act (FDCPA) • Negotiated repayment arrangements and collected dishonored checks that were past due or over-limit accounts

• Collections Associate II

  • Mar 2020 - May 2020

  • Utilized online credit bureaus to conduct account research on clients • Collected 1st and 3rd Party collections while maintaining an excellent level of customer service • Adhered to all departmental procedures, including the Fair Debt Collection Practices Act (FDCPA) • Negotiated repayment arrangements and collected dishonored checks that were past due or over-limit accounts



Novitas Solutions, Inc.

• United States
• Hospitals and Health Care
• 500 - 600 Employee

• Provider Advocate

  • Jun 2018 - Jun 2019

  Review claims processing systems to identify specific claim edits and audits applied on claims. Analyze claim edits and audits to determine reasons for claim denials. ▪ Review debt recovery systems to troubleshoot reasons for pending accounts receivables and the generation of overpayment demand letters. ▪ Review and analyze data to determine reasons for overpayments. ▪ Review local medical coverage and national medical coverage policies to troubleshoot reasons for claim denials and… Show more Review claims processing systems to identify specific claim edits and audits applied on claims. Analyze claim edits and audits to determine reasons for claim denials. ▪ Review debt recovery systems to troubleshoot reasons for pending accounts receivables and the generation of overpayment demand letters. ▪ Review and analyze data to determine reasons for overpayments. ▪ Review local medical coverage and national medical coverage policies to troubleshoot reasons for claim denials and reductions. ▪ Review other systems to address and determine resolution to other customer issues to include pending appeals, aged claims, and Medicare Secondary Payer. Show less Review claims processing systems to identify specific claim edits and audits applied on claims. Analyze claim edits and audits to determine reasons for claim denials. ▪ Review debt recovery systems to troubleshoot reasons for pending accounts receivables and the generation of overpayment demand letters. ▪ Review and analyze data to determine reasons for overpayments. ▪ Review local medical coverage and national medical coverage policies to troubleshoot reasons for claim denials and… Show more Review claims processing systems to identify specific claim edits and audits applied on claims. Analyze claim edits and audits to determine reasons for claim denials. ▪ Review debt recovery systems to troubleshoot reasons for pending accounts receivables and the generation of overpayment demand letters. ▪ Review and analyze data to determine reasons for overpayments. ▪ Review local medical coverage and national medical coverage policies to troubleshoot reasons for claim denials and reductions. ▪ Review other systems to address and determine resolution to other customer issues to include pending appeals, aged claims, and Medicare Secondary Payer. Show less



Citi Bank

• Financial Services
• 400 - 500 Employee

• Debt Specialist

  • Jan 2018 - Mar 2018

  Provided stellar customer service to each client, handling anywhere between 150 - 250 calls daily ▪ Assisted Borrowers over the phone via 3rd party, to resolve and negotiate repayments ▪ Collected on charged off credit and debit cards ▪ Utilized multi system switchboard tool to perform due diligences and skip tracing ▪ Followed State and FDCPA Guidelines to supervised and train staff ▪ Provided updated procedures and material such as Quality Assurance (QA) manuals for section… Show more Provided stellar customer service to each client, handling anywhere between 150 - 250 calls daily ▪ Assisted Borrowers over the phone via 3rd party, to resolve and negotiate repayments ▪ Collected on charged off credit and debit cards ▪ Utilized multi system switchboard tool to perform due diligences and skip tracing ▪ Followed State and FDCPA Guidelines to supervised and train staff ▪ Provided updated procedures and material such as Quality Assurance (QA) manuals for section trainers ▪ Gathered information and prepared statistical/narrative reports using Microsoft Excel and Access Show less Provided stellar customer service to each client, handling anywhere between 150 - 250 calls daily ▪ Assisted Borrowers over the phone via 3rd party, to resolve and negotiate repayments ▪ Collected on charged off credit and debit cards ▪ Utilized multi system switchboard tool to perform due diligences and skip tracing ▪ Followed State and FDCPA Guidelines to supervised and train staff ▪ Provided updated procedures and material such as Quality Assurance (QA) manuals for section… Show more Provided stellar customer service to each client, handling anywhere between 150 - 250 calls daily ▪ Assisted Borrowers over the phone via 3rd party, to resolve and negotiate repayments ▪ Collected on charged off credit and debit cards ▪ Utilized multi system switchboard tool to perform due diligences and skip tracing ▪ Followed State and FDCPA Guidelines to supervised and train staff ▪ Provided updated procedures and material such as Quality Assurance (QA) manuals for section trainers ▪ Gathered information and prepared statistical/narrative reports using Microsoft Excel and Access Show less



VyStar Credit Union

• United States
• Banking
• 700 & Above Employee

• Call Center Customer Service Representative

  • Dec 2017 - Jan 2018

  ▪ Answered an average of 50-80 calls per day by addressing member inquiries, solving problems and providing new product information. ▪ Gathered and verified all required customer information for tracking purposes ▪ Executed wire transfers, stop payments and account transfers ▪ Provided accurate and appropriate information in response to customer inquiries ▪ Answered an average of 50-80 calls per day by addressing member inquiries, solving problems and providing new product information. ▪ Gathered and verified all required customer information for tracking purposes ▪ Executed wire transfers, stop payments and account transfers ▪ Provided accurate and appropriate information in response to customer inquiries



TD

• Canada
• Banking
• 700 & Above Employee

• Debt specialist II

  • Sep 2017 - Nov 2017

  Makes outbound customer calls via the telephone as well as an automated dialer to negotiate payment arrangements to reduce delinquency on accounts OR take inbound customer phone calls to negotiate payment arrangements on multi stages of delinquency as well as to resolve customer inquiries and complaints. ● Adds, changes, and deletes information in multiple system screens within multiple… Show more Makes outbound customer calls via the telephone as well as an automated dialer to negotiate payment arrangements to reduce delinquency on accounts OR take inbound customer phone calls to negotiate payment arrangements on multi stages of delinquency as well as to resolve customer inquiries and complaints. ● Adds, changes, and deletes information in multiple system screens within multiple systems. ● Meets minimum individual and departmental goals and service level agreements. ● Receiving inbounds and making outbound calls to 60+ days past due accounts daily.

• Debt Specialist I

  • Jun 2017 - Sep 2017

  Using automatic dialing system to contact customers and establish reasons for past due account situations, make payment arrangements to bring accounts current and follow up on accounts to ensure promise to pays are satisfied. ● Using multiple file screens to add, change and delete information and memorizing action codes and mastering the entire collection system to appropriately and… Show more Using automatic dialing system to contact customers and establish reasons for past due account situations, make payment arrangements to bring accounts current and follow up on accounts to ensure promise to pays are satisfied. ● Using multiple file screens to add, change and delete information and memorizing action codes and mastering the entire collection system to appropriately and effectively work the debts assigned to me. ● Receiving inbound calls from customers about current and deliquent accounts, utilizing all skills to ensure first contact resolution with the customer. ● Assisting with special projects based on departmental goals and objectives and participating in department contests and volunteering for company based events



ERC (Enhanced Resource Centers)

• United States
• Outsourcing and Offshoring Consulting
• 300 - 400 Employee

• Debt Collector

  • Dec 2016 - Jun 2017

  ● Responsible for representing Comcast in a professional and positive light regarding all situations. ● Responsible for Troubleshooting all customer facing issues. ● Determine fast possible solutions for business class customers. ● Able to train new agents on protocols within the business ● Great attention to detail to edit accounts with accuracy ● Able to descalate supervisor level calls ● Responsible for representing Comcast in a professional and positive light regarding all situations. ● Responsible for Troubleshooting all customer facing issues. ● Determine fast possible solutions for business class customers. ● Able to train new agents on protocols within the business ● Great attention to detail to edit accounts with accuracy ● Able to descalate supervisor level calls



Lids

• United States
• Retail
• 700 & Above Employee

• Assistant Manager

  • Jun 2016 - Mar 2017

  t Manager ● Keep detail records of cash, credit receipts and deposits ● Take stock of materials and handle ordering inventory ● Light bookkeeping: accounts receivable and accounts payable ● Organize workspace daily and assist with next day preparation

• Sales Associate

  • Oct 2015 - Jun 2016

  ● Upsell services (accessories) ● Communicate delivery scheduling processes answering questions and concerns ● Research customer orders for problem resolution ● Excellent interpersonal skills ● Ability to work in a fast paced environment