Beth Jones
Knoxville,TN
Summary
Dynamic professional with extensive experience in benefit resolution and escalations management at CVS Caremark. Proven ability to train teams and conduct thorough investigations, enhancing quality assurance processes. Successfully managed multiple projects while fostering collaboration and delivering exceptional customer service. Expertise in debt collections and accounts receivable, with a strong track record in repayment negotiations and reducing aged accounts.
Overview
18
18
years of professional experience
Work History
Collections Agent
Elavon
Knoxville, TN
11.2021 - Current
- Resolved complex issues arising during collections processes to enhance effectiveness.
- Identified opportunities to increase efficiency in collections operations.
- Conducted skip tracing activities to locate delinquent customers efficiently.
- Negotiated payment plans with customers, ensuring timely debt repayment.
- Complied with company policies and legal regulations while collecting debts.
- Participated in training sessions on new technologies for collections department.
- Utilized skip tracing techniques, including phone calls and online databases.
- Processed payments through credit cards, online banking, and cash transactions.
Senior Resolution Specialist MED D
CVS Caremark
Knoxville, TN
11.2011 - 07.2021
- Resolved benefit issues for members and customer care representatives.
- Assessed financial impact of proposed resolutions and recommended adjustments as needed.
- Conducted detailed investigations into customer complaints to identify root causes and develop appropriate resolutions.
- Trained new employees in account management and exceptional customer service.
- Collaborated with team members to fulfill project requirements and develop effective solutions.
- Managed multiple projects to ensure high-quality, timely delivery.
- Exhibited self-reliance by consistently exceeding workflow expectations.
General/Regional Manager
Sub South
Knoxville, TN
01.2008 - 01.2011
- Educated employees on corporate policy and procedure compliance to facilitate improved operations outcomes.
- Visited approximately 8 locations weekly to ensure each location as fully functional and operating effectively.
- Recruited and trained employees to enable adherence to common standards and procedures.
- Controlled expenses, eliminated waste, reduced overhead costs and developed operating budgets.
- Managed inventory control functions and reported discrepancies to corporate headquarters to increase system functionality.
- Recruited and hired individuals demonstrating passion, dedication and added value to team.
- Directed all day-to-day operations of facility to provide safe and enjoyable guest experience.
Education
High School Diploma -
Crestwood High School
Roswell, GA01.1983
Skills
- Account coordination
- Collections strategy
- Escalation management
- Investigative skills
- Benefit resolution
- De-escalation techniques
- Skip tracing
- Debt negotiation
- Payment processing
- Team collaboration
- Problem solving
- Repayment negotiation
- Collections regulations
- Collections processing
- Payment arrangements
- Payment acceptance
- Customer research
- Empathy and tactfulness
- Payment plan coordination
- Compliance knowledge
Timeline
Collections Agent
Elavon
11.2021 - Current
Senior Resolution Specialist MED D
CVS Caremark
11.2011 - 07.2021
General/Regional Manager
Sub South
01.2008 - 01.2011
High School Diploma -
Crestwood High School
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