Management, call center, Account representative, insurance verifier.

Jana Justice

**** ******* **., ********, ** • 678-***-**** • *******.*******@*****.***

Courier

Results-driven customer service professional with over 10 years of experience in client relationship management and dispute resolution. Seeking a remote role to leverage problem-solving and teamwork expertise to enhance client satisfaction.

WORK EXPERIENCE

Self Employed 01/2012 - Present

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Operating a commercial janitorial service while maintaining professional skills through online training in customer service tools (e.g., Salesforce, Zendesk) and remote work best practices. ARC Management 01/2011 - 01/2012

Accounts Receivable Specialist

• Managed medical debt collection portfolio, consistently exceeding monthly quota through negotiating payment plans.

• Resolved inquiries through inbound/outbound calls, achieving a 90% satisfaction rate.

• Collaborated with insurance companies and attorneys to verify claim statuses and bankruptcy details.

• Created delinquency tracking spreadsheets, enhancing leadership’s visibility into account statuses. Benchmark Receivables Management, LLC 01/2009 - 01/2011 Accounts Receivable Manager

• Oversaw floor operations for a team of 10, ensuring compliance with FDCPA and state/federal laws.

• Resolved escalated customer complaints, maintaining a 95% resolution rate on complex disputes.

• Acted as a liaison with leadership to align team actions with departmental goals, boosting operational efficiency.

Bank of America 01/2006 - 01/2009

Customer Care Representative

• Conducted skip-tracing and quality assurance audits.

• Reduced delinquency rates by 26% on a portfolio of 400+ accounts through strategic payment plans and empathetic customer engagement.

Green Point Credit 01/1999 - 01/2009

Office Manager

• Prepared accounts for litigation when resolutions failed, ensuring compliance with legal standards.

• Managed office of 20+ staff members.

EDUCATION

AAS Business Administration

Meadows College of Business

SKILLS

active listening, CRM Software, Dispute resolution, Empathy, Microsoft Office, Slack, team coaching, time management, Zoom

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