Yazmin Allen
Lewisburg,TN
Summary
Highly qualified, talented, tenacious, and well-accomplished professional with 10 years + experience armed with broad-based skills supervising in both retail and customer service, along with continuing growth of understanding collections process and procedures to meet the company's goals. Consistent positive interactions with customers and time management knowledge have resulted in a promotion to team leader. Proven ability to provide excellent customer service in various environments.
Overview
9
9
years of professional experience
Work History
Senior Collections Specialist
Tally
01.2023 - 04.2024
- Reviewed delinquent accounts and initiated contact with customers to collect payment.
- Prepared detailed reports on accounts receivable status for management review.
- Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Negotiated credit extensions to assist customers in paying overdue accounts.
Collections Specialist
Happy Money
07.2022 - 01.2023
- Located and monitored overdue accounts using billing systems to begin collections process.
- Conducted member outreach via phone, email, chat, or text to engage and assist our members with resolutions to current delinquencies.
- Evaluated members’ current circumstances and finances in order to provide an appropriate option to members to address their financial hardship.
- Used credit bureau data, post office information, internet searches, and other tools to try to locate customers who have moved or changed phone numbers.
- Recorded information about customers' financial status and collections status efforts.
- Submitted loan applications to the underwriter for verification and recommendations.
- Educated customers on variety of loan products and available credit options to promote valuable decision-making.
Centurion Membership Manager
American Express
12.2021 - 07.2022
- Serviced members with travel, card-servicing, and concierge requests from beginning to end, while displaying strong ownership and accountability while ensuring seamless delivery.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Proposed or approved modifications to project plans.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Provider Records Team Lead
NaviHealth
Brentwood, TN
11.2018 - 12.2021
- Reviewed and communicated member eligibility and other pertinent information with healthcare providers member eligibility in the NH Coordinate care management platform/Salesforce and Zendesk.
- Completed administrative documentation for member records including but not limited to transitioning, creating authorization shells, and attaching medical records.
- Resolved contract and billing system inconsistencies, identifying discrepancies and requesting corrections.
- Liaised effectively with patients, doctors, and staff members, assessing medical charts and promoting high level of communication and interaction.
- Calculated sliding fee or special program adjustments relating to patient visits.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
Sr Account Manager
International Comfort Products
Lewisburg, TN
08.2016 - 01.2019
- Conferred with customers by telephone or in-person to provide information about products or services, receive and enter orders, cancel accounts, and obtain details of complaints
- Reviewed claim adjustments with dealers, examine parts order issues and approve or disapprove dealers’ claims
- Monitored and evaluate agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
- Prepared reports and analyzed data to assist management as they determine call center goals
- Negotiated contracts and closed agreements to maximize profits.
- Acted as main point of contact in matters relating to client concerns and needs.
- Mentored and internally promoted successful company sales and account management staff into leadership positions to drive company growth.
- Prepared budgets and approved budget expenditures.
Shift Manager/Key Holder
Goody's
Lewisburg, TN
11.2014 - 05.2018
- Directed and supervise employees, engage in sales, reconciled cash receipts, and payroll, and perform service to customers.
- Responded to all customer complaints and inquiries in a professional matter.
- Hiring, training, and overseeing new staff.
- Undertaking store administration duties such as managing store budgets and updating financial records.
- Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
Education
High School Diploma -
Marshall County High School
Skills
- Good Multitasking Skills
- Team Leader
- Self-motivated
- Highly dependable
- Upselling & cross selling
- Fast learner
- SQL
- SaaS
- Call center background
- Billing practices
- Scripted conversations
- 3 years of business-to-business collections experience
- Medical terminology
- Google Suite (Sheets, Docs, etc)
- Zendesk
- Trello
- Microsoft Teams
- Outlook
Timeline
Senior Collections Specialist
Tally
01.2023 - 04.2024
Collections Specialist
Happy Money
07.2022 - 01.2023
Centurion Membership Manager
American Express
12.2021 - 07.2022
Provider Records Team Lead
NaviHealth
11.2018 - 12.2021
Sr Account Manager
International Comfort Products
08.2016 - 01.2019
Shift Manager/Key Holder
Goody's
11.2014 - 05.2018
High School Diploma -
Marshall County High School
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