Ella M. Young

**** ***** ****** ******

Corsicana, Texas 75110 469-***-**** cell

Qualifications

. Excellent knowledge of the Customer Services and Collections 20+ years

. Able to type over 50 words per minute

. Strong verbal and written communication skills.

. Able to multi task and strong attention to detail

. Able to manage a group of people to meet tight deadlines and improve

efficiencies.

. Excellent organization and analytical skills.

. Ability to work closely with management.

. High attention to detail and accuracy, within a high-volume work

environment.

. Proficient time management and ability to prioritize.

. Ability to grasp new concepts and provide strong team dynamics.

. Strong work ethic and commitment to excellence.

. Experience in financial services, credit/collections & car default

industries.

. Build a professional and trusting relationship with prospects.

. Adept in prospecting, cold calling, qualifying, structuring,

negotiating, closing.

Proficient in Microsoft products, Word, Excel, Outlook and Meditech

software.

Work History

Account Rep 04/2007 / present

Methodist Health Systems Central Business Office Dallas,

TX

. Experience in financial services, credit/collections industries

. Adept in prospecting, cold calling, qualifying, structuring,

negotiating, closing

. Partnership and strategic alliance skills

. Quantitative-minded person with solid understanding of credit

collections

. Can operate autonomously and in a team environment

. Strong comfort level on the phone, excellent organization

. Strong communication and interpersonal skill, both oral and written

. Networking skills, group/individual presentations & contract

negotiation

. Manage Quarry, verifying insurance, data entry, maintain client

files, and mailing

statements.

. Ensure that HIPAA guidelines are performed and documented on each

account

. Update Medicaid eligibility daily, proofread inbound/outbound

correspondence

. Filing insurance claims, collecting co-pays

Supervisor Customer Service Account 04/2003 /

04/2008

UT Southwestern Medical Center Dallas, TX

. Serve as the main contact point for customers and a liaison to

internal departments.

. Provide customers with the full information on the company's services.

. Assist in resolving customer issues and replying to customer

inquiries.

. Help with arranging billing and testing processes for new customers.

. Prepare detailed reports on registered customer issues and their

resolution.

. Perform other job-related duties as assigned.

Ella M. Young

1421 South Benton Circle

Corsicana, Texas 75110 469-***-**** cell

. Supervises and coordinates activities of workers engaged in customer

service activities.

. Plans, prepares, and devises work schedules, according to budgets and

workloads.

. Observes and evaluates workers' performance.

. Issues instructions and assigns duties to workers.

. Trains and instructs employees.

. Hires and discharges workers.

. Communicates with other departments and management to resolve problems

and expedite work.

. Interprets and communicates work procedures and company policies to

staff.

. Helps workers in resolving problems and completing work.

. Resolves complaints and answers questions of customers regarding

services and procedures.

. Reviews and checks work of subordinates such as reports, records, and

applications for accuracy and content and correct errors.

. Prepares, maintains, and submits reports and records, such as budgets

and operational and personnel reports.

. Makes recommendations to management concerning staff and improvement

of procedures.

. Plans and develops improved procedures.

. Requisitions or purchases supplies.

Customer Service Trainer 10/1997 /

03/2009

American Hallmark Financial Services Dallas, TX

. Responsible for training all new hires on policies and procedures.

. Provides broad Human Resources support to all lines of business.

. Provides HR services and support in multiple areas of human resources

to include but not

limited to recruiting, employee relations, conflict resolution and

problem solving.

. Investigations of employee complaints and conflict resolution; making

recommendations to resolve issues.

. Implement workforce balancing programs.

. Act as a between the field operations managers and employees and the

HR functions.

. Provides counseling, coaching and problem solving to managers and

employees on

various human resource issues.

. Proactively communicates to managers and employees company programs

and initiatives.

. Provide training and support to the Workplace Solutions Generalists.

. Compile reports and analysis to ensure legal compliance.

. Interface and mentor Tier 1 (HR Solutions Center) employees on HR

practices.

. Oversee unemployment insurance claims and educate managers on the

process.

Contact this candidate