Customer Service Collection Representative

TRICIA HAYDEN

Objective

To obtain a full-time position that will benefit from my exceptional Problem solving, planning, organizational and customer service skills.

Professional Summary

Dedicated Manager with extensive background in account management, customer care and time sensitive reporting.

Work History

2020 – Present Dallas Customer Manager, Enterprise/ vRide Dallas, Texas

• Manage the overall direction, coordination and evaluation of a public transit agency multi-million-dollar transportation services contract in the Greater Dallas area.

• Evaluate processes and make recommendations for improvements to enhance the efficiency of processes, methods and procedures.

• Responsible for retaining existing customer base and promptly responding to customer inquiries. This includes thorough training on preventive maintenance, unscheduled maintenance and breakdown resolution process, guaranteed ride home arrangements, accident/incident reporting, account billing and fuel card program administration

2011- 2020 Care Manager, Enterprise/ vRide Dallas, Texas

• Manage the overall direction, coordination and evaluation of a public transit agency multi-million-dollar transportation services contract in the Greater Dallas area.

• Evaluate processes and make recommendations for improvements to enhance the efficiency of processes, methods and procedures.

• Plan and establish Customer Care Specialist, Fleet Management and assignments and standards to meet client satisfaction and company goals.

• Coordinates with sales team to support future vanpool growth. Schedules hourly drivers to complete vehicle transactions – starts, switches, terminations and loaner vehicles for unscheduled maintenance.

• Recommend or implement measures to motivate employees and to improve performance quality, and/or effectiveness.

• Maintain fleet utilization and implement operational best practices for 200 vehicles from time of vehicle delivery through disposal.

• Responsible for monitoring data collection from customers resulting in timely and complete submittal of National Transit Database statistics.

• Collect data and generate reports for the Dallas transit agency, and The North Central Texas Council of Governments (NCTCOG).

9212 Conestoga Dr. Fort Worth, TX 76131 817-***-**** *************@*****.***

• Work with Corporate Office staff including fleet, maintenance, insurance (accident/incident reporting, driver approvals and training) and billing.

• Coordinates the replacement of existing vehicles due to be sold – forecasting orders, scheduling returns and communicating with local auction outlets.

• Responsible for retaining existing customer base and promptly responding to customer inquiries. This includes thorough training on preventive maintenance, unscheduled maintenance and breakdown resolution process, guaranteed ride home arrangements, accident/incident reporting, account billing and fuel card program administration.

2006-2011 Client Services Account Manager, SGS Automotive Services Irving, Texas

• Worked on-site at Honda Financial, a client account.

• Served as the liaison between Honda Financial and SGS Automotive for end of lease accounts.

• Developed and implemented proposals to improve customer relations.

• Prepared and monitoring reports and conducted data/trend analysis.

• Extensive interactions with escalated customer service matters with lessees.

• Responsible for electronic data transfers.

• Assisted Account Executives as needed.

2001-2006 Dispatch Supervisor, SGS Automotive Services Arlington, Texas

• Supervised and dispatched 30 end of lease vehicle inspectors throughout Texas.

• Coordinated inspection schedule with lessees and inspectors.

• Maintained reports and tracked inspector productivity.

• Responsible for personnel actions – hiring, training, terminations and employee improvement plans. 2005-2006 Patient Account Representative, Cymetrix Corp. Lewisville, Texas

• Complete all business-related requests and correspondence from patients and insurance

• Submit claim to insurance companies / re-bill as necessary, complete all assigned projects in a timely manner, assist client and patients in all requested tasks, companies, submit claim to insurance companies/re-bill as necessary, complete all assigned projects in a timely manner, assist client and patients in all requested tasks.

• Communicate to management areas of concern or areas of improvement, research and respond to all patient inquires received by phone, and email, update patient demographic information and initiate account adjustments.

2001– 2002 Customer Service/Collection Representative HCA Healthcare Fort Worth, Texas

• I collected past due accounts, assisted customers with insurance questions and questions regarding medical services received.

• I have an understanding of complex codes and types of insurance, maintaining satisfactory statistics. 1997 – 2000 Customer Account Representative II, Nissan Motor Acceptance Corp. Irving, Texas

• Responsible for escalated customer phone calls related to end of lease vehicle returns – damages, charges, problems with local dealership.

• Completed account billing and reconciliations.

• Processed vehicle titles.

• Assisted in set-up of a new “Lease Customer Network” call center. Tested software and trained 30 employees on the new system.

Education

Associate in Applied Science Business Tarrant County College Certification in Applied Science Management Tarrant County College References available upon request

Contact this candidate