Quality Assurance Customer Service

CHRISTINA STEPHENS

614-***-**** ************@*****.*** Linkedin.com/in/christinastephens Columbus, OH Professional Summary

Confident and results-driven professional with strong communication and interpersonal skills. A natural leader, that thrives in dynamic environments, fostering collaboration and innovation. Know how for thinking outside of the box, and approaching challenges with creativity and determination, always seeking effective solutions. Developed and implemented strategies to streamline processes during multiple office transitions, minimizing disruptions. With a positive attitude and a keen ability to inspire others, I consistently and successfully lead with positive outcomes in any endeavor.

• Leadership and Team Management

• Process Improvement and Optimization

• Regulatory Compliance & Quality Assurance

• Training & Mentoring

• Customer Service & Conflict Resolution

• Financial Operations & Reconciliation

• Strategic Planning & Performance Metrics

• Cross-Functional Collaboration

Spectrum – Charter Communications 04/2018 – Current Supervisor, Credit Services

Cols, Oh 43215 Ph: 740-***-****

Tacara Moore, Manager, Credit Services

• Supervise a team of 16 in researching and resolving missing or misapplied payments, as well as processing exception payments received via ACH, wire transfer, electronic, and lockbox.

• Conduct weekly one-on-one meetings to review scorecards metrics and QA audit results, ensuring accuracy and compliance with company standards.

• Collaborate with multiple departments and vendors to streamline and implement new processes, enhance efficiency, and improve customer experiences:

o Integrated Receivables and E-Box (Wells Fargo)

o Check Decisioning Module NextGen (Deluxe)

• Maintain a strong focus on productivity and process optimization, regulatory compliance, and quality assurance to drive operational excellence.

• Liaise with leadership to develop strategic initiatives for improving service delivery and optimal customer excellence.

State of Florida, Department of Children and Families 02/2015 – 01/2017 Economic Self Sufficiency Services, Agent

Tampa, FL 33612 Ph: 805-***-****

Lisa Murrin, Manager, ESSS

• Reviewed and processed individual documents and cases while ensuring compliance with state and federal regulations regarding Medicaid, SNAP, TANF and other eligible programs.

• Provided accurate and timely information to applicants, guiding them through eligibility requirements and the application process.

• Managed inbound inquiries in a call center environment, offering professional assistance and problem resolution for clients requiring assistance.

• Frequently selected to assist in mentoring and supporting new hires by addressing access issues and providing additional knowledge beyond training.

CBV Collection Services LTD. 02/2009 – 01/2015

US Manager, Back Office Support

Markham, ON L3R 0E7 Ph: 888-***-****

Nancy Bynoe, SVP, Sales and Support

• Managing payment processing center of 65 agents for multiple US collection locations, overseeing all aspects of transaction processing and payment reconciliation.

• Utilized internally developed billing systems to efficiently process lockbox mail and electronic payments, including credit card and ACH transactions.

• Ensured compliance with FDCPA, HIPPA, and PCI regulations while maintaining adherence to consumer dunning requirements.

• Developed strategies to enhance payment processing efficiency and regulatory adherence.

• Led the successful transition of office operations from Houston, Texas to Buffalo, NY following acquisition, ensuring business continuity and minimal disruption to workflows. Redline LLC. 06/2007 – 02/2009

Supervisor Back Office Support

(acquired by CBV Collections LTD.)

Duluth, Ga 30096 acquired by CBV Collection Services, LTD. Angel Keller, Manager Back Office Support

• Managed office of 20 payment processing staff, ensuring timely and accurate processing of payment files and reconciliation to customer accounts.

• Led daily and monthly reconciliation efforts and KPI reporting using Peachtree and Quick Books accounting software.

• Successfully implemented process improvements that resulted in reduction of staffing requirements by 72% over 2 years.

• Collaborated with cross-functional teams to develop and implement payment processing efficiency and ensuring adherence to client requirements.

o Lockbox e-Services

o J & B Systems, check automation

• Ensured compliance with FDCPA, HIPPA, and PCI regulations while maintaining adherence to consumer dunning requirements.

Achievements:

2022 Spectrum Gold Award Winner

2023 Spectrum Multicultural Mentorship Program

Professional References:

Tacara Moore, Manager, Credit Services 740-***-**** Joanne Gorte, Sr Manager, Credit Services 803-***-**** Angel Keller, VP of Operations, Paymentvision 678-***-****

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