Experienced Customer Care & Collections Leader

Velvet Hill

470-***-**** • **********@************.*******.*** • Stone Mountain, GA

Summary

Customer Care Coordinator with 20+ years of experience in high-volume client relations, reservation management, and administrative support. Proven expert in facilitating seamless customer service experiences through meticulous data entry and clear email communication. Highly proficient in utilizing CRM systems and web-based collaboration tools to organize complex client itineraries and maintain operational excellence.

Work Experience

Collections Representative October 2022 – Present

BREAD FINANCIAL, STONE MOUNTAIN, GA

Manage retail collections portfolios for high-profile clients, ensuring 100% compliance with financial regulations and client privacy standards.

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Utilize advanced CRM systems to document client interactions and update account status with 99% data entry accuracy.

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Respond to client inquiries via email communication and phone, resolving complex billing discrepancies through supportive and professional dialogue.

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Connect with internal departments to facilitate account adjustments, maintaining clear communication channels across digital platforms.

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Store Manager March 2019 – Present

METRO BY T-MOBILE, TUPELO, MS

Oversee daily opening and closing procedures, ensuring secure facility management and adherence to operational protocols.

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Coordinate inventory purchase orders and logistics through web-based collaboration tools to maintain optimal stock levels for high-demand products.

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Support organizational growth by hiring and training staff in advanced customer service techniques and retail CRM systems.

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Maintain supportive and professional relations with regional vendors to facilitate streamlined supply chain operations.

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Collections Representative October 2021 – October 2022 HOLLIS COBB ASSOCIATES, DULUTH, GA

Administered medical collections processes, ensuring high-priority accounts were managed with empathy and professionalism.

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Processed sensitive patient data into CRM systems, facilitating accurate billing and reservation management for future procedures.

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Maintained detailed records of patient communications to provide comprehensive administrative support for the revenue cycle team.

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• Resolved client concerns regarding medical billing via proactive email communication and telephonic support. Collector I July 2018 – January 2019

FRANKLIN COLLECTION SERVICE, TUPELO, MS

Organized high-volume account portfolios for DirecTV and AT&T, ensuring timely resolution of delinquent accounts.

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Executed precise data entry for medical account records, maintaining integrity in sensitive database environments.

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• Supported client relations by acting as a primary point of contact for account disputes and resolution planning. Connected with account holders to provide clear payment options, utilizing web-based portals to facilitate transactions.

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Host/Server Supervisor May 2015 – June 2017

TUPELO COUNTRY CLUB, TUPELO, MS

Orchestrated reservation management for all club events and dining, ensuring seamless preparation and guest satisfaction.

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Served as the first point of contact for members, providing elite hospitality and administrative support in a professional club environment.

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Scheduled server teams and facilitated logistical setup for large-scale events and travel-related hospitality bookings.

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• Managed phone etiquette and email communication for membership inquiries and clubhouse reservations. 3rd Key Manager October 2000 – May 2002

AMERICAN EAGLE OUTFITTERS, TUPELO, MS

• Facilitated daily operational administrative support, including precise till counts and secure bank deposits.

• Maintained 100% accuracy in inventory management and replenishment through digital tracking systems. Organized retail displays and floor layouts, enhancing the customer service experience through effective visual coordination.

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Supervised store opening and closing protocols, maintaining clear communication with the management team regarding daily performance.

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Education

Diploma January 2002 – October 2002

GIBSON BARBER AND BEAUTY, WEST POINT, MS

WEST LOWNDES HIGH SCHOOL

Additional Skills

Customer Experience & Coordination: Customer service, Client relations, Reservation management, Travel planning, Phone etiquette, Hospitality, Relationship Management, Customer Support, Customer Care

Administrative & Technical Tools: CRM systems, Data entry, Email communication, Web-based collaboration tools, Microsoft Excel, Microsoft Office, Outlook, Microsoft Word, Clerical Support, Filing, Scheduling

Operational Excellence: Administrative support, Inventory Logistics, Account Management, Billing, Time management, Organizational skills, Retail Management, Leadership, Team Management Certifications

• Barbering License - Gibson Barber and Beauty (October 2002)

• Driver's License (January 2000)

Languages

• English

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