Collections & Customer Service Specialist
Resume:
Lorena Lauterio
Phoenix, AZ • ************@*****.*** • 623-***-****
Professional Summary
Customer service and collections professional with 5+ years of experience handling high volume calls, resolving billing and account issues, and maintaining accurate records across multiple systems. Experienced in insurance verification, patient scheduling, and debt collections. Known for strong communication, attention to detail, and delivering professional service in fast paced environments.
Core Skills
Customer Service & Account Resolution
Insurance Verification & Patient Scheduling
Collections & Payment Negotiation
High Volume Call Handling
Data Entry (8,000 KPH)
Microsoft Office Suite
Typing Speed: 45 WPM
Record Management & Documentation
Professional Experience
Collections Specialist — TransWorld Systems Inc.
Aug 2021 – Jul 2025
Handled high volume inbound and outbound calls to resolve delinquent accounts and negotiate payments.
Collected debts across healthcare, toll services, and utility accounts while maintaining compliance.
Updated multiple internal systems with accurate notes, payment plans, and account status updates.
Insurance Verification / Data Entry — Arrowhead Family Healthcare
Feb 2021 – Jul 2021
Verified patient insurance coverage and eligibility prior to appointments.
Entered high volume patient data while maintaining accuracy and HIPAA compliance.
Scheduled appointments and processed patient responsible billing amounts.
Data Entry / Customer Service — TriWest
Dec 2019 – Jul 2020
Processed patient files and verified insurance information for accuracy.
Maintained electronic patient records and scheduled appointments.
Customer Service Representative — DIRECTV Call Center
Mar 2017 – Dec 2018
Provided customer support and technical troubleshooting for service issues.
Selected for the Win Back Team to retain customers considering cancellation.
Recognized with an Excellence Award for strong performance and service.
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