& Customer Care Leader

SHERI POND

Elmira, New York ***** 607-***-****

*.*******@*****.*** https://www.linkedin.com/in/sheri-pond-a5582819/

SUMMARY

A dedicated and highly resourceful senior collections professional with IRS Debt Collection Clearance (expires 2029) and with comprehensive expertise in customer service, account management, crisis resolution, staff coaching, and operations management. Provides staff with ample training and support to best tackle any operational demand. Excels at meeting company goals by effectively utilizing consistent and organized practices. Proven success in enhancing employee satisfaction and driving peak business success, achieving business goals (e.g., call goals of 125 calls / day, federal, state, and company policy compliance goals, and client payment-plan retention goals).

EXPERIENCE

Excellus BCBS (Lifetime), Elmira, New York

Customer Care Advocate (Remote), January 2026 – June 2026

Provided dedicated support to Medicare recipients via inbound calls, addressing inquiries related to claims and appeals.

Connected customers with essential community resources and benefits to enhance their healthcare experience.

Proactively identified and resolved issues impacting the Health Plan and customer satisfaction.

Maintained comprehensive knowledge of company products and services, demonstrating enthusiasm and commitment.

Actively participated in ongoing training and development initiatives to foster career growth.

CCMR3, Big Flats, New York

Collector (Remote), September 2024 – December 2024

Managed collections for delinquent BHG Company loans, specifically those in litigation.

Handled a portfolio of loans ranging in value from $10,000 to $1 million.

Conserve, Big Flats, New York

Collector (Remote), October 2023 – September 2024

Collected on delinquent IRS Federal Income Tax debts.

Successfully passed IRS Debt Collection Clearance background check (valid through 2029).

Negotiated and resolved debt collection disputes with taxpayers.

Licensed to collect debts nationwide, including all 50 states and U.S. commonwealths.

Community Bank NA, Big Flats, New York

Collector 1, January 2023 – October 2023

Managed collections for delinquent mortgage and Home Equity Loans.

Established and monitored repayment plans for delinquent customers.

Ensured timely dispatch of final contact letters in accordance with regulations.

Handled inbound calls and conducted a minimum of 80 outbound collection calls daily.

Processed payments accurately, verifying account and routing numbers for proper crediting.

Assessed customer situations to identify and refer eligible individuals for Loss Mitigation programs.

NAVIENT, Elmira, New York

Interim Collections Manager, 2009 – 2022

Achieved top collector status over 40 times by exceeding four major performance targets, demonstrating exceptional individual and team leadership.

Recruited, trained, supervised, and managed a team of 60 staff members, overseeing daily operations across more than 10 distinct functions.

Ensured adherence to company policies, procedures, and FDCPA guidelines through consistent call monitoring and performance feedback for the Collections Team.

Drove significant increases in recoveries and reductions in net charge-offs through strategic monthly collection efforts on delinquent accounts.

Served as the primary point of contact for innovative problem resolution, addressing complex questions and concerns from staff and stakeholders.

Effectively managed workload distribution, monitored team progress, and ensured timely and appropriate attention for all accounts in collections.

Maintained meticulous records of all collection accounts, including aged delinquency, skip tracing, agency/attorney placements, repossessions, and bankruptcy debtors.

ADDITIONAL EXPERIENCE

CHEMUNG COUNTY, Elmira, New York

Humane Officer/ NY State Peace Officer, 1993-2003

Recognized as the top officer for cruelty investigations, demonstrating exceptional skill in identifying and addressing animal abuse.

Enforced animal control ordinances across Chemung County, issuing warnings and citations in accordance with local and state laws (Ag & Markets Law of NY State).

Conducted thorough investigations to uphold state statutes, county and city laws, codes, ordinances, and regulations.

Executed seizures of animals from dangerous and neglectful environments.

Performed humane euthanasia for population control, disease prevention, and to alleviate animal suffering.

Conducted behavioral evaluations of canines to facilitate successful adoption placements.

Rehabilitated over 100 dogs by providing appropriate outlets for stress and enrichment.

Authored detailed descriptions and adoption guidelines for animals, promoting successful matches with adopters.

Educated adopters and caretakers on positive reinforcement training and responsible pet ownership, ensuring compliance with city ordinances.

Apprehended individuals for animal cruelty offenses, prepared comprehensive case files for Assistant District Attorneys, submitted evidence, and provided expert testimony in court.

Licenses / Skills / Education:

(Prior) Licensed to collect debts in all 50 states and also including the USA commonwealths

IRS Debt Collection Clearance Background check (expires 2029)

High School Diploma

Skills:

Credit / Collections Management Tactful Communication Research / Investigation Debt Recovery / Reduction Team Building / Development Time Management Integrity Relationship Rapport Building Customer Service Mentoring Active Listening Dependability Decision Making Conflict Resolution Adaptability Empathy Patience Interpersonal Skills

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