ALICIA RANDOLPH
Beloit,WI
Summary
Seasoned Collections Supervisor with 15 years in researching and collecting medical debt. Built and trained strong team of collections agents to minimize customer disputes and maximize amounts collected. Efficiently handled administrative tasks related to management, including documentation and scheduling.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
Grainger Industrial Supply
04.2024 - Current
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained detailed records of over 50 customer interactions daily, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Collections Supervisor
State Collection Service Inc.
06.2008 - 10.2023
- Evaluate employee behaviors, skills and knowledge on a daily basis and provide ongoing training
- Supervise a team of 23 Patient Financial Services Representatives, handle escalated customer complaints
- Properly and efficiently solve customers concerns and help resolve any billing problems
- Provide superior management skills by addressing all the employees training needs and concerns, demonstrating company knowledge and resolving employee quandaries on the spot.
Assistant Manager
Security Finance
11.2005 - 05.2008
- Originated, reviewed, processed, closed and administered 5 to 10 customer loans daily
- Accurate cash handling and nightly bank deposits of over $5000.00
- Maintained positive customer relationship and minimize bad debt exposure by daily collections and credit counseling.
Licensed Life and Health Insurance Agent
Teleperformance USA
07.1998 - 10.2005
- Life and health insurance sales
- Responded to all customer inquiries thoroughly and professionally
- Successfully acquired an average of 60 new customers per month, generating a 35% growth in revenue.
Education
Associates Degree - Business Management
Rasmussen College
Rockford, ILSkills
- Powerful negotiator and collections specialist
- Management and cash handling experience
- Strong communication and conflict resolution skills
- Team leadership
- Ability to work in fast-paced deadline oriented environment
- Proficient in MS-Word, Excel, PowerPoint and Outlook
- Staff training and development abilities
- Exceptional customer service skills
- Knowledge in FDCPA, TCPA and HIPAA laws
Timeline
Customer Service Representative
Grainger Industrial Supply
04.2024 - Current
Collections Supervisor
State Collection Service Inc.
06.2008 - 10.2023
Assistant Manager
Security Finance
11.2005 - 05.2008
Licensed Life and Health Insurance Agent
Teleperformance USA
07.1998 - 10.2005
Associates Degree - Business Management
Rasmussen College