Data entry, call center, customer service

MELANIE ANNE HARVEY

**** **** *****, ***********, ** 20782

Home Phone: 301-***-**** Mobile 202-***-****

Email: ***************@*****.***

OBJECTIVE: Seeking a position as a Collections/Recovery Specialist where professional experience and education will be utilized to make an immediate contribution to the company.

SUMMARY OF QUALIFICATIONS

More than 4 years’ experience in collections

Self-motivated with the ability to interface well with internal and external customers

In-depth knowledge of advising, setting up, monitoring and handling payment arrangements for customers

Proven record of contacting customers about delinquent payments and preparing reports reflecting class of credit and collection activity

Demonstrated ability to exercise independent judgment in obtaining payments

Documented success of progressive experience and responsibility

Substantial experience in responding to a high volume of phone calls in Call Center setting

SPECIFIC EXPERIENCE

Monitored outstanding account balances for determination of next steps in the collections process

Provided clear communication and customer service on collection issues to internal and external business partners

Adhered to all department and company policies and procedures

Tracked and resolved medical and commercial account discrepancies; And on past due balances

Possess a high level of interpersonal skills including the ability to respond calmly and make rational decisions in stressful situations

WORK EXPERIENCE

COLLECTIONS

Effectively monitored outstanding account balances for determination of next steps in the collections process

Familiar with and use regularly the Eligibility Verification System (EVS) for Maryland Medical Assistance

Provide clear communication and customer service on collection issues to external and internal business partners

Adhere to all department and company policies and procedures

Thoroughly tracked and resolve medical and commercial account discrepancies including past due balances

Receive incoming telephone calls and respond to customers regarding questions on delinquent accounts for all lines of insurance

Document consumer contacts on system(s) of record

Process currency postings and generate invoices to clientele as needed. Review accounts; decide cancellation status and process according to departmental procedures.

Identify, initiate, and facilitate resolution of customer issues

Negotiate payment arrangements on past owing receivables

CUSTOMER SERVICE

Attracted potential customers by answering product and service questions; suggesting information about other products and services.

Opened customer accounts by recording account information.

Maintained customer records by updating account information.

Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

EMPLOYMENT HISTORY

Harmon Glass & Glazing; 1999 - 2002

Antunes & Reis Catering; 2002 – 2011 {Intermittent}

American Collections Enterprise, Inc. (ACEI) ; 2015 - Present

SPECIAL SKILLS

Outstanding problem solving and Customer Service Skills

Excellent attention to detail and superb follow up skills

Intermediate mathematical background

Ability to work efficiently, and independently, with time private information

Can and accustomed to working under pressure and able to consistently meet deadlines

Associates Degree and/or equivalent work experienced

TECHNICAL SKILLS

Versed in the knowledge and language of Federal and Local regulations within the Collections Industry to include the Fair Debt Collections Practices Act (FDCPA), the Fair Credit Report Act (FCRA), the Health Insurance Portability and Accountability Act of 1966 (HIPAA), the Gram-Leach-Bliley Act (GLBA), and the Fair and Accurate Credit Transaction Act of 2003 (FACTA)

Above average working knowledge of the Windows 10 Operating System

Above average working knowledge with the Microsoft Office Professional Suite, 365 Version, Applications: Word, Excel, PowerPoint, and Access; to include the latest Versions of Internet Explorer and Google Chrome

ACHIEVEMENTS

Attained Certificates of Excellence Awards 6 of the 12 Months employed at ACEI. These Certificates are award to Collections Staff Members who exceed their Monthly “Target”; an amount calculated above their Monthly Goal.

EDUCATION

East Hartford High School, East Hartford, CT; 1990 – 1994; Graduated, High School Diploma

Central Connecticut State University; New Britain, CT, 1995 - 1997

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