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Customer Service Medical

Alexandria, VA
February 20, 2020

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Leslie Lucas

**** ***** ***** **. **********, VA 22306 703-***-****


Well-qualified professional with more than 20 years of experience in an office environment with extensive knowledge in all aspects of accounts receivables and collections in a variety of environments. Demonstrated ability to provide superior customer service while remaining focused on quality and exceeding goals. Excellent research and problem solving skills.


Western Express, LLC – Upper Marlboro, MD 11/17 – 8/19

Accounts Receivable Specialist

Prepare and submit invoices to company clients to include Department of Defense, Department of State and commercial accounts

Review and process payments ensuring accuracy and timeliness to avoid any problems

Conduct research and follow-up on any overdue/outstanding invoices and assist in resolution

Interact directly with clients and visitors to provide information, conduct research and assist in resolving questions or concerns

On-site client visits to ensure that we are providing the best services possible

Responsible for inventory and ordering office supplies to remain in budget

Planning, coordinating and facilitating company events

Mentor new employees and provide assistance in setting up work stations, equipment and sharing standard company policies and procedures

Work collaboratively with other team members to meet project deadlines and company goals

Silverman Theologou, LLP – North Bethesda, MD 6/14 – 5/17


Drafted legal documentation for lawsuits for cases in several states (CA, D.C., MD, NJ, PA and VA). Prepared Draft: Stipulation, Dismissal, Satisfaction of Judgment, Garnishments, Suggestion of Bankruptcy, Proof of claims, Estate Claims and Property Liens. Responsible for filing all drafts in appropriate court and ensuring that lawsuits were sent to Process Server.

Interaction with a variety of clients, defendants, other attorneys and court staff to include both written and verbal communication

Maintained court calendar for attorney

Researched information, gathered data and records for to prepare attorney for court hearings

Reviewed all incoming payments and posted to correct account and resolved any problems

Secor-Group – Washington, DC 11/11 – 1/14

Security Storage Company

Accounts Receivable Specialist

Generated monthly statements to customers

Received and processed all incoming payments and accurately posted to customer accounts

Responsible for research to locate delinquent customers and negotiated payment arrangements

Prepared documentation for Credit Department if customer was non-responsive

Created and maintained all records and documentation regarding collection attempts

Initiated repossession proceedings if accounts not paid as negotiated and involved in setting up auctions on contents of unpaid/unclaimed items in storage

Completed a variety of other accounting/financial responsibilities/administrative support work

Laid off

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Nationwide Collection– Washington, DC 6/10 – 11/11

Medical Debt Collector

Responsible for locating and negotiating payment arrangements on unpaid medical debt

Complied with all collection laws and company policies and processes for debt collection

Maintained accurate documentation on all contact, arrangements made and debt collected

Axiant, LLP/ Law firm of Mann, Bracken, LLP

Formerly Wolpoff & Abramson - Rockville, MD 7/05 – 12/09


Held several positions while employed, progressing to higher level positions

Team Leader for Mail Team:

Responsible for managing incoming and outgoing communications and mail for Rockville and regional offices and included processing, legal documents, dismissals, motions and notices of appearances. Supervised a team of 8 employees.

Special Process Server:

Prepared summons, complaints, warrants in debts and garnishments and made necessary arrangements for outside process servers to serve to defendants.


Conducted research for attorneys and prepared legal documents

Handled attorneys daily dockets and served as liaison with the courts on behalf of attorneys

Court Liaison:

Filed necessary court paperwork for summons, complaints, warrant in debt, garnishments, judgments, interrogatories, motions, liens, records of deeds, stipulations and conjunctions (in the states of MD, CD, VA and DE)

Paralegal Debt Collector:

Assisted attorneys in collection of money due from defendants

Responsible for collection of debt with cases involving default on credit cards, retail, medical, repossessions on car loans, cell phones, furniture and store loans

Company filed for bankruptcy

Capital Revenue Management (CRM) – Silver Spring, MD 4/01 – 5/05

Litigations Operations Manager

Responsible for collections to include skip tracing, litigation processing through and including filing Complaints (MD), Summons (DC) and Warrants in Debt (VA)

Handled mortgage repossessions and legal process serving

Acted as liaison between defendant and client and demonstrated excellent negotiating skills in the successful collection of debt, having debtors sign consent judgment orders or consent agreements to aid legal collection practice

Increased gross dollars collected to almost double in first three months of employment

NCO Attorney Network - Washington, DC 5/98 – 3/01

Formerly McNeily & Rosenfield, LLP

Paralegal Debt Collector

Handled accounts receivables via a Predictive Dialing System and worked with customers to resolve both credit and collection issues

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Responded to a high volume of customer inquiries relative to many topics of concern to them

Responsible for initial customer contact/relations and on-going communication during large acquisitions on groups of retail, banking and medical accounts

Excellent track record of exceeding monthly goals in a fast-paced production environment

Columbia Financial Corporation – Annandale, VA 8/97 – 5/98

Military Debt Counselor/Credit Counselor

Processed loans for military personnel

Provided customer service and collection efforts on delinquent accounts

Utilized skip tracing techniques to locate debtors, when necessary

Negotiated payment arrangements to resolve delinquencies

US Credit Collections – Annandale, VA 10/95 – 8/97

Medical Debt Collector

Provided customer service support

Responsible for billing and collections for major medical providers nationwide

Negotiated repayment arrangements with delinquent accounts

Responded to insurance claim inquiries

Managed a high volume of calls using Predictive Dialer collections

Processed legal correspondence

Pentagon Federal Credit Union – Alexandria, VA 6/89 – 2/95

Delinquent Credit Counselor

Developed and implemented credit and collections programs

Maintained cash flow of $75M in annual revenues

Ensured accuracy of customer billing

Recruited and managed a staff of 10 team members. Developed job descriptions and established performance criteria and performance appraisals


Associates Degree – Computer Science

Hardbarger Jr. College – Raleigh, NC

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