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Customer Service Manager

Atlanta, GA
February 18, 2015

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*** ******** **** **, **** ***4 Atlanta, Georgia 30331



• Over 10 years of experience in customer service and credit management environments

• Strong project management skills include account maintenance and problem solving

• Prompt reduction of high-dollar delinquent accounts

• Valuable experience in Fortune 100 industry revenue collection

• Experience with medical and media account collections

• Sound knowledge of bankruptcy collection laws, regulations, and policies

• Profound knowledge Fair Debt Collection Practices Act (FDCPA)

• Exceptional ability to resolve all collection activities

• Accredited Claims Adjuster

• Outstanding ability to interpret complex laws

• Ability to coordinate with clients and account holders

• Familiarity with municipal business licensing

• Ability to understand and interpret complex laws

• Proficient with office equipment and software applications

• Ability to perform financial record keeping and reports


July-November 2013 Nation Recovery Center Atlanta, Georgia

Medical Collector

• Resolved past-due accounts the Client has deemed uncollectible while adhering to FDCPA.

• Troubleshoot and obtain missing account holders’ information for timely and accurate collection.

• Successfully located and recovered amounts owed.

January 2007-February 2010 Szabo Associates, Incorporated Atlanta

Accounts Executive

• Effectively and efficiently managed and resolved delinquent national and international media accounts.

• Conducted account audits, credit analyses, refund requests, and account updates.

• Coordinated mail and telephone correspondence with account holders.

• Solicit clients for new business and provide service for legal aspects in which the credit manager may have been familiar with on their daily activities.

• Collaborated with legal and external stakeholders with drafting proof of claims for client bankruptcy filing.

• Consistently increased agency/office visibility via internal and external networking opportunities.

• Continually built understanding and knowledge of clients’ business and competitive environment to prepare and present strategically focused programs and recommendations.

April 2001-June 2006 PharMerica Tampa, Florida

Senior Reimbursement Specialist

• Billed for infusion therapy services using HCFA 1500 and UB 92.

• Ensured maximum reimbursement by billing correct ICD-9; CPT codes; Revenue codes and DRG codes.

• Ensured pertinent clinical information available for review (AOB/ABN, prescriptions, care plans, etc.).

• Escalated billing issues when necessary to maintain constant communication and ensure satisfaction.

• Developed and implemented procedures to streamline escalation process.

July 1999-March 2001 Gentiva Health Services Tampa

Home Infusion Collector

• Acted as primary liaison between agency and clients.

• Performed skip tracing to include the use of national credit bureau agencies, county probate offices, and proprietary websites.

• Directed accounts receivable activitiesto maximize reimbursements for infusion department.

• Ensured accurate, timely billing and collection.

• Developed and implemented credit/collection strategies plans to ensure goals were met.

• Answered account questions and provided timely resolution of customer complaints or grievances.


• Microsoft (Word, Excel, Project, PowerPoint, Access, Visio)

• Proprietary Software Systems

• Insurance Verification Information Portals

• AS400, IDX, Specialized Clinician System, and UNITY systems

• General office equipment (copiers, fax machines, 10-key calculators)

• Medical Terminology and Coding

• General Manager and Regional Vice President Recognition Award

• Reached company goal of $2 million collected during Calendar Year 2000


• Bachelor of Science,Magna Cum Laude,Springfield College, Springfield, Massachusetts, 2005.

• Certification in Insurance Adjustments 6-20, Hillsborough Community College, Tampa, Florida, 2004.

• Associate Degree ofScience for Accounting, University of Florida, Gainesville, 1992.


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