Summary
Overview
Work History
Education
Skills
Timeline
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Brittany Wallace

Brittany Wallace

Customer Service and Collections
Baton Rouge,LA

Summary

Customer Service Representative bringing 10+ years of top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

12
12
years of professional experience

Work History

Contractor

Strategic Staffing Solutions
Detroit, MI
09.2022 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
  • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands. Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.

Member Service Representative

Atrio Health Plan
Salem, OR
09.2021 - Current
  • Work efficiently in a high volume call center while maintaining a professional, polite manner.
  • Facilitate resolution to member, provider, and other internal questions or concerns in a timely, efficient and professional manner. Provide education to both members and providers as appropriate.
  • Document calls in a clear and consistent manner.
  • Function as a liaison, knowledge source and problem solver. Research, investigate and triage customer issues of concern and dissatisfaction.
  • Advocate for the customer. Explain benefits in a detailed and courteous manner so they are understood.
  • Educate members to promote utilization of products and services to their full advantage, and to optimize the value of their healthcare dollar.
  • Maintain a comprehensive level of industry knowledge regarding Medicare Advantage insurance benefits.
  • Follow the ATRIO privacy policy, HIPAA laws, and regulations concerning confidentiality and security of protected health information.

Collections Specialist

Window World
Baton Rouge, LA
05.2021 - 09.2021
  • Monitored accounts for compliance with established payment plans and flagged non-compliances.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Achieved performance goals on consistent basis.
  • Processed payments and applied to customer balances.

Bankruptcy and Legal Specialist

Baton Rouge Telco Federal Credit Union
Baton Rouge, LA
05.2019 - 09.2021
  • Performed paralegal operations, including examination and processing of assorted legal documents
  • Drafted briefs, pleadings, litigation recommendations, and additional legal documents and correspondence
  • Administered legal reporting, maintaining court schedules and supporting case preparation to ensure optimal readiness
  • Answered client calls and responded to inquiries, using open-ended questioning skills to attain applicable information
  • Researched state statutes, decisions, legal articles, codes and documents
  • Collaborated with attorneys and other legal personnel on bankruptcy documentation reviews, making necessary corrections
  • Filed documents with bankruptcy courts within expected timeframes to prevent delays
  • Appropriately followed up with attorneys and bankruptcy trustees to avoid bankruptcy delinquencies
  • Developed professional relationships with bankruptcy attorneys, trustees, other legal counsel and bankruptcy court personnel
  • Eliminated workflow downtime by restructuring and maintaining client billing and case records
  • Manage over 50 bankruptcy accounts weekly.
  • Manage 37 small claims and 40 legal accounts

Support counselor

Money Management International
Baton Rouge, LA
02.2017 - 05.2019
  • Obtained documents, clearances, certificates and approvals from local, state and federal agencies.
    •Perform initial client assessment and analysis to begin research process.
    •Set up and sent proposals to creditors to get clients set up to become debt free.
    •Offering Financial guidance to maintain client stays current on bills.
    •Responds to client or creditor inquiries through one on one telephone inbound calls, outbound phone calls. written correspondence, web chat, or e-mail, as assigned.
    •Conducts Retention efforts to recover funds on negative balance accounts.
    •Acts as mediator between clients and creditors communicating resolutions.
    •Maintains accurate and complete records including client notes, correspondence and document imaging.

Loan Funding Specialist

Neighbors Federal Credit Union
Baton Rouge, LA
07.2018 - 05.2019
  • Verified data integrity and accuracy
  • Copied, logged and scanned supporting documentation
  • Responded to customer requests via telephone and email
  • Prepare final loan documents for funding
  • Disburse funds
  • Post loans and prepare documents needed to process loan request as needed
  • Entered details such as payments, account information and call logs into system
  • Answered calls, emails and faxes per day, addressing customer inquiries, solving problems and providing new product information
  • Funded 10-20 loans daily

Asset Protection Associate

Walmart Supercenter
Zachary, LA
08.2016 - 02.2018
  • Detained and interviewed shoplifters, resulting in a 5% higher rate of cash and merchandise recovery.
  • Worked with store management to implement company safety programs and awareness, reducing workers' compensation costs.
  • Monitored and evaluated unit performance on key security issues, recommending corrective action programs where appropriate.
  • Identified fraudulent transactions and accounts, resulting in 60 prosecutions.
  • Analyzed and investigated all incidents alongside functional management and security supervisors.
  • Processed both internal and external case sheets.
  • Created procedures for identifying and tracking fraudulent activity using Verient and Apis.
  • Monitored security camera system day and night to protect lives and property.
  • Responded quickly and effectively to all security violations and duress alarms.

Total Loss Claims and Reposition

GM Financial Service Center 1
Arlington, TX
03.2013 - 09.2014
  • Worked with insurance companies to get accounts payed off
  • Picked up cars from the impound lots before a mechanics lien was filed.
  • Assisted the car with securing new transportation.

Loss Mitigation Specialist

GM Financial Service Center 1
Arlington, TX
03.2012 - 03.2013
  • Originated, reviewed, processed, closed and administered customer loan proposals.
  • Complied with regulatory requirements, including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
  • Collected member loan payments.
  • Collected on overdue loans.
  • Rescheduled loans over 72 months
  • Made 50-100 calls daily
  • Set up arrangements for numerous accounts weekly.

Education

High School Diploma - undefined

McKinley Senior High Scool
2007

Skills

  • Data management
  • Multitasking and Prioritization
  • Strong verbal communication
  • Client assessment and analysis
  • Computer skills(Microsoft Office including Word, Excel, PowerPoint and Outlook
  • Excellent customer service background including experience in sales, training, and collections
  • Types 45-50 wpm
  • Exceptional organization and problem-solving skills
  • Tele Work Experience 3 years
  • Customer Data Confidentiality
  • Data Entry and Maintenance
  • Issue and Complaint Resolution

Timeline

Contractor

Strategic Staffing Solutions
09.2022 - Current

Member Service Representative

Atrio Health Plan
09.2021 - Current

Collections Specialist

Window World
05.2021 - 09.2021

Bankruptcy and Legal Specialist

Baton Rouge Telco Federal Credit Union
05.2019 - 09.2021

Loan Funding Specialist

Neighbors Federal Credit Union
07.2018 - 05.2019

Support counselor

Money Management International
02.2017 - 05.2019

Asset Protection Associate

Walmart Supercenter
08.2016 - 02.2018

Total Loss Claims and Reposition

GM Financial Service Center 1
03.2013 - 09.2014

Loss Mitigation Specialist

GM Financial Service Center 1
03.2012 - 03.2013

High School Diploma - undefined

McKinley Senior High Scool

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