April Collins

**** * ***** *** ***** *** Las Vegas NV 89122

SUMMARY

Highly motivated goal driven professional with a proven career record of delivering exceptional service and support using outstanding communication and problem solving skills, excellent decision-making and organizational capabilities. Demonstrates integrity, a positive attitude, and strong work ethic. Patient listener who exercises tact and diplomacy to achieve results.

Areas of expertise include: Management, Customer Service/Support, Negotiation Skills

Analyze Statistical Data, Credit Loss Prevention, Quality Service Delivery, Cash Handling

Excellent Telephone Presence, Information Retrieval, Debit Recovery, Customer Retention

Inbound/Outbound Calls, Record Management, Leadership Development, Claims/Billing

Fair Business Practices, Organizational Skills, Escalated Call Handling, Claims Processing

Process Improvements, FDCPA Guidelines, Code of Conduct, Payment Options

Work Experience

BARCLAYS CARD Las Vegas NV Dec 2013 to Current

Collections/Retention Specialist/Elite/Resolutions

. Proved excellent customer service

. Bringing all customer accounts current

. Inbound/Outbound Calls/Solving Problems

. Achieving monthly goals

COLLEGE NET WORK Las Vegas NV 2012-2013

Collections Specialist

. Inbound/Outbound Calls

. Escalated Calls

. Negotiation Skills

. Problems Solving

WESTERN FUNDING Las Vegas NV December 2011-2012

Collections Specialist

. Bringing all accounts current

. Inbound/Outbound Calls

. Assistances with payment plans

HSBC, Las Vegas NV December 2003-2011

Customer Account Executive

. Proved excellent customer service by making effective decision and researching issues to bring about satisfactory solutions with internal and external customers.

. Met and exceeded sales objectives by using ethical sales techniques.

. Demonstrated a positive image and excellent customer service on behalf of the company during all customer contracts.

UMC-Hospital-2002-2004

Admit Coordinator

. Medical Billing and Coding

. Handling Inbound and outbound calls/ In Person

. Registering and collecting/payments on patient’s procedures

. Inserting ICD 9 & ICD 10 codes into the medical system

ACADEMY COLLECTION SERVICES, Las Vegas 2004-2006

Collections Supervisor

. Provided excellent customer service by making effective decision and researching issues to bring satisfactory solution with internal and external customers.

. Developed appropriate training plans for team of 20 representatives, Implemented action plans to improve performance and payroll processes.

KAISER PERMANANTE HOSPTIAL, Ontario CA 1999-2002

Pharmaceutical Technician

. Assisting in prescriptions with the pharmacist

. Handling Phones with the Intercom plus System

. Registering and collecting/payments on procedures.

EDUCATION

School Name: Rich Central

Graduated: June 1977

Rich Central: High School Diploma

GPA: 3.5

SKILLS

Collection Continence for Supervisors

Organization and Negotiation Skills

Effective Communication

Dealing with Difficult Employees

Executive Sales and Collection Management

Medical Records

Admitting Representative

Retention Representative

Elite Representative

Customer Service Representative

I

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