Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brenda Turner

Fresno

Summary

I am a healthcare accounts receivable management professional with experience in external, internal, and bad debt collections. I have consistently proven my ability to meet deadlines, achieve objectives, and deliver results exceeding expectations. I am motivated to obtain a position that will utilize and expand my skills, while embarking on a career path that will encourage my desire to help others.

Overview

13
13
years of professional experience

Work History

Unit Manager Customer Service

Parallon/HCA
11.2023 - Current
  • Managed a team of 20 employees, driving productivity and engagement.
  • Developed strategies that enhanced employee morale and motivation.
  • Organized staff meetings to review policies and procedures effectively.
  • Participated in recruitment by interviewing prospective candidates.
  • Resolved customer complaints, ensuring high satisfaction and service quality.
  • Conducted performance reviews for all unit personnel to assess development needs.
  • Performed quality assurance checks on agent calls to maintain accuracy standards.
  • Regularly evaluated performance, providing constructive feedback and establishing goals.

Unit Manger Collections BD

Parallon/HCA
03.2020 - 11.2023
  • Secured continuous year-over-year improvements in collections through effective strategies.
  • Sustained high engagement scores by implementing strategic employee involvement initiatives.
  • Facilitated performance one-on-ones, boosting team effectiveness and accountability.
  • Created and managed individualized coaching plans for agents and leaders.
  • Planned team engagement activities to foster cohesion and morale.
  • Recruited personnel to meet operational demands promptly.
  • Contributed to operational projects focused on enhancing efficiency and productivity.
  • Partnered with external clients to provide detailed data reporting on workflows.

Team Lead Collections BD

Parallon/HCA
10.2012 - 03.2020
  • Monitored team progress, enforcing deadlines to ensure timely project completion.
  • Maintained accurate records of employee attendance and task completion.
  • Assisted manager in setting achievable goals while tracking progress towards objectives.
  • Motivated staff through positive reinforcement techniques to enhance performance.
  • Conducted performance appraisals, delivering feedback and identifying improvement areas.
  • Interviewed, trained, and supervised a group of 25 employees, ensuring compliance with standards.
  • Implemented corrective actions and performance plans based on quality audits and reports.
  • Provided assistance with escalated customer calls while maintaining knowledge of client requirements.

Education

High School Diploma -

Willowridge High School
Houston, TX
05-1998

Some College (No Degree) - Business Administration and Management

University of Houston
Houston, TX

Skills

  • Team leadership skills
  • Staff development and performance evaluation techniques
  • Customer service expertise
  • Adaptability skills
  • Time management effectiveness
  • Project oversight capabilities
  • Microsoft Office applications
  • Interpersonal communication
  • Engagement initiatives
  • Meticulous attention to detail
  • Policy enforcement
  • Call center operations

Timeline

Unit Manager Customer Service

Parallon/HCA
11.2023 - Current

Unit Manger Collections BD

Parallon/HCA
03.2020 - 11.2023

Team Lead Collections BD

Parallon/HCA
10.2012 - 03.2020

High School Diploma -

Willowridge High School

Some College (No Degree) - Business Administration and Management

University of Houston

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