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Customer Service Manager

Richmond, Virginia, 23226, United States
May 30, 2017

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Kim M. Dawkins

**** ****** **** #**

Richmond, VA 23226

804-***-**** or 804-***-****


Offering a solid background based on formal education and 14+ years of professional experience. Experienced in Customer Service, Legal Collections, Credit and Accounts Receivables Management with knowledge of consumer and commercial credit bureau reports, credit scoring, the Equal Credit Opportunity Act and Fair Debt Credit Reporting Act. Working knowledge of collection practices including bankruptcies and repossession laws. Maintain a high volume of court files in orderly and systematic manner. File all necessary documentation for court cases. Knowledge of all required court processes and procedures at County and Small Claims Jurisdictions. Exhibits competent multi-tasking skills and takes initiative in diffusing challenging customers. Able to make sound decisions and use proper discretion in handling customer issues within company guidelines. Able to work in a team environment independent of supervision. Able to manage multiple priorities in a high-stress, fast paced environment requiring poised and professional response to critical situations.


The Nguyen Law Firm 08/03/2015 to Current


My primary purpose is to pursue reimbursement of services rendered and achieve accounts receivable resolution for all clients. To work as a team member to open accounts receivables (denials and delinquent accounts) by actively calling payer organizations or utilizing web-based connectivity.

To manage accounts by utilizing the JST/CollectMax Paperless Collection System and Epic follow-up work queues. To perform collection follow-up steps with insurance carriers and/or patients regarding open accounts receivable and/or delinquent accounts to result in maximum cash collections for our clients. Specific tasks include resolving insurance carrier denials, appealing claims, contacting carriers on open accounts and responding to insurance carrier correspondence and/or inquiries. This position holds additional duties with respect to research and possible exposure to multiple practice management systems. Processing payments via Debit/Credit Cards, Bank accounts.

SCI Inc. 12/01/2012 to 07/01/2015

Collections Representative

Responsible for making outbound calls and sending letters to patients and third-party companies to collect delinquent accounts. Review patient information to determine why claims weren't paid and research denied claims. Receive inbound calls to answer any balance inquiries. Document all work and calls performed. Set up payment arrangements with the payer. Receive, open and make contact calls on correspondence received through mail, email, telephone. Process and document when payments are received. Troubleshoot and submit research request. Work in a variety of industries, from hospitals to property and retail. Make customers aware of any possible late fees and process any check and or credit card payments.

Vangent Inc./Medicare 07/2011 to 05/2012

1-800-Medicare Customer Service Representative

Provide knowledgeable responses to telephone inquiries in a courteous and professional manner. Maintain a current understanding of the processing procedures to respond to numerous phone inquiries. Adhere to the Privacy Act as it relates to the confidentiality of information released. Respond to telephone inquiries within the departmental goals for quality, schedule adherence and average handle time. Continually look for and suggest process improvements, which will benefit Vangent and our customers (internal and external). Maintain up-to-date knowledge of CMS regulations and policies as they apply. Report problems that occur and assist with the resolution. Referral's to the Social Security Administration.

Provide information on general Medicare eligibility, Medicare Prescription Drug Plans (enrollment & coverage). Enroll callers in Medicare Prescription Drug Plans. Provide information on general topics on Medicare Advantage and Medigap questions. Part A and Part B covered and non-covered services, with the appropriate referrals and fulfillment's.

ServiceMASTER 24 Hour 12/2009 to 09/2010

Accounts Receivables/Collections Manager – Legal/Court Representative

Responsible for the Credit Management and Accounts Receivables/Collections of ServiceMASTER 24 Hour accounts. Also, responsible for the daily Accounts Receivable Department payment issues involving disputed invoices, estimates, returns and credits that have or may result in delinquent balances. Place collection calls to customers with a past due balance and resolve discrepancies. Take proactive action to ensure that receivables are collected in a timely manner while maintaining positive internal and external customer relationships. Works directly with Insurance companies to get accounts paid when applicable. Preparation and drafting of legal documents. Handle Small Claims and County jurisdiction accounts as Legal Representative in required Court. Attend court as company representative at all small claims and county court required appearances. Prepare and review receivable aging reports and collections Analysis.

Gig-It Computers, Tampa, FL 11/2006 to 04/2010

Customer Service Manager/Credit Manager

Provides requisite training and work environment for self-motivated and empowered employees. Initiate and oversee the recruitment, hiring and training of new employees and ongoing training and support for the team. Manage the control of the customer service functions, to include: order entry, request processing, data entry, task support and customer support. Drive the responsibility for the timely, accurate and productive delivery of customer service needs. Create and track results of quality and productivity standards and ongoing quality improvement programs. Determine the appropriate measures of quality service and report to the market team members, to include: performance indicators, service trends and customer feedback.

Hunter Warfield Inc. Tampa, Fl 33607 (call center) 01/2004 to 05/2008

Collections Training Manager

Hired as a collection/Customer Service representative, promoted to Collection Manager after 3 months of proven success. Promoted to Training Manager after 10 months of proven success. Trained new hire employees to become A+ collectors. Evaluated employee performance. Coached employees to enhance collection abilities. Monitored attendance, terminated employees, performed quarterly, annual evaluations. Monitored calls for quality performance. Managed a team of a maximum of 20 team members. Attended company university where I received certification for Leadership, Coaching and Communications.

Associates Degree in Business Management - 1995

Monroe College, New Rochelle, NY

Proficient in Microsoft Office, Word, and Excel

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