Carly Bachor
Cookeville,TN
Summary
Ambitious and motivated professional with more than 11 years of experience in Customer Service related fields. Successful in following up on past due accounts and recouping unpaid balances. Outstanding negotiator, and skillful in creating manageable repayment plans to reduce debt. Successful in debt collections, repayment negotiations and repayment plan development. Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in a timely manner. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Eager to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
11
11
years of professional experience
Work History
Medical Debt Collector
Wakefield & Associates Inc./ HRG
05.2023 - Current
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Improved patient satisfaction by providing compassionate and empathetic assistance in resolving their medical debts.
- Developed and documented collection procedures and policies to comply with government regulations.
- Entered client details and notes into system for interdepartmental access and review.
- Assisted customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Enhanced productivity by attending regular training sessions on new industry regulations, compliance, and best practices in medical debt collection.
- Maintained strict adherence to HIPAA guidelines while handling sensitive patient information during collection process, ensuring confidentiality at all times.
- Processed online appeal submissions and refund requests.
- Provided exceptional customer service during debt collection process by addressing patient concerns, answering questions, and offering support in finding viable financial solutions.
- Responded to customer inquiries and provided detailed account information.
- Worked with customer to create debt repayment plan based on current financial condition.
- Processed debtor payments and updated accounts to reflect new balance.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Developed rapport with patients through professional yet empathetic communication, resulting in higher willingness to cooperate during collections process.
- Maintained accurate records of customer accounts, payments and payment plans.
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Exhibited high energy and professionalism when dealing with patients and management.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded proactively and positively to rapid change.
- Answered constant flow of customer calls with minimal wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty to pay debts.
Receptionist/Customer Service Representative
Daily Post-Athenian
02.2023 - 05.2023
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Increased customer retention rates through exceptional communication skills and problem-solving abilities.
- Helped maintain office security by monitoring visitor access and issuing badges as needed.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Routed incoming mail and messages to relevant personnel without delay.
- Compiled information from files and research to satisfy information requests.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Managed conference room schedules to ensure efficient use of space for meetings and other events.
- Scheduled office meetings and client appointments for staff teams.
- Responded to inquiries from callers seeking information.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with a strong work ethic.
- Collected payments, processed transactions and updated relevant records.
- Handled cash transactions and maintained sales and payments records accurately.
- Worked flexible hours across night, weekend, and holiday shifts.
- Paid attention to detail while completing assignments.
- Worked effectively in fast-paced environments.
Manager
Walmart
08.2016 - 02.2023
- Started as a Sales Associate, Customer Service Manager/Accounting, Department Manager, worked at the Service Desk.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Implemented innovative marketing campaigns that boosted brand awareness and generated significant sales leads.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Controlled costs to keep business operating within budget and increase profits.
- Managed and motivated employees to be productive and engaged in work.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Accomplished multiple tasks within established timeframes.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maximized performance by monitoring daily activities and mentoring team members.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Helped customers locate products and checked store system for merchandise at other sites.
- Increased customer satisfaction by efficiently managing cashier transactions and addressing customer concerns.
- Streamlined checkout process for enhanced customer experience by implementing effective workflow strategies.
- Reduced cash discrepancies by consistently monitoring cash registers and conducting periodic audits.
- Optimized store sales by effectively cross-selling relevant products during checkout procedures.
- Enhanced team productivity by delegating tasks and setting clear goals for cashier staff members.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Stocked, tagged and displayed merchandise as required.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Answered questions about store policies and addressed customer concerns.
- Tallied cash drawer at beginning and end of each work shift.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Operated cash register to record transactions accurately and efficiently.
- Performed cash, card and check transactions to complete customer purchases.
- Handled cash with high accuracy and took care to check bills for fraud.
Human Resources Manager
Kmart
01.2013 - 08.2016
- Enhanced employee retention by implementing effective talent management strategies and fostering a positive work environment.
- Streamlined HR processes for increased efficiency, reducing paperwork and manual tasks through automation.
- Developed comprehensive onboarding programs to facilitate smooth integration of new employees into the organization.
- Conducted thorough internal investigations, addressing employee concerns with fairness and transparency.
- Provided managers with interviewing, hiring, promotion and termination standards to maintain process consistency.
- Supervised a team of trainers, providing guidance on best practices and setting performance expectations for success.
- Trained new hires to perform cross-training exercises with experienced workers.
- Organized regular follow-up sessions after trainings to ensure long-term retention of knowledge gained during instruction.
- Managed new hire training schedule and updated session rosters.
- Handled onboarding background checks and drug screenings.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Led onboarding activities for new employees to provide company introduction and role overviews.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Gained strong leadership skills by managing projects from start to finish.
- Self-motivated, with a strong sense of personal responsibility.
- Developed strong communication and organizational skills through working on group projects.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Increased customer satisfaction by efficiently managing cashier transactions and addressing customer concerns.
- Streamlined checkout process for enhanced customer experience by implementing effective workflow strategies.
- Reduced cash discrepancies by consistently monitoring cash registers and conducting periodic audits.
- Improved employee retention through robust training programs and ongoing performance evaluations.
- Optimized store sales by effectively cross-selling relevant products during checkout procedures.
- Managed daily cash deposits, ensuring accuracy and timely submission to the bank.
- Implemented loss prevention measures to mitigate theft incidents at the register area.
- Enhanced team productivity by delegating tasks and setting clear goals for cashier staff members.
- Promoted a safe working environment with thorough adherence to company policies and safety protocols.
- Established strong rapport with customers, fostering loyalty and repeat business through exceptional service.
- Developed cashier schedules to maintain adequate staffing levels during peak hours, maximizing efficiency of operations.
- Led regular team meetings to discuss operational updates, address concerns, and recognize outstanding performance among staff members.
- Assisted in recruiting new talent by participating in interviews, onboarding processes, and providing mentorship as needed.
- Quickly and accurately counted drawers at start and end of each shift.
- Built positive relationships with customers to increase repeat business.
- Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Created and reviewed invoices to confirm accuracy.
- Kept accurate records to document customer service actions and discussions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Followed through with client requests to resolve problems.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Developed and offered unique discount options to drive interest in new product lines.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Upon the closing of the store i also was in charge of the liquidation of all the store assets, including light fixtures, shelving, and much more. I also arranged all the meetup times for customers to pick up their purchases.
Education
No Degree - Pharmacy
Cleveland State Community College
Cleveland, TNNo Degree - Business Administration
Southern New Hampshire University
Hooksett, NH06.2026
High School Diploma -
Monroe Academy
Madisonville, TN05.2014
Skills
- Data entry proficiency
- HIPAA Compliance
- Medical billing knowledge
- Strong negotiation skills
- Goal-oriented mindset
- Assertiveness
- Bookkeeping
- FDCPA Compliance
- Payment Processing
- Investigative research
- Organizational Skills
- Updating Customer Accounts
- Problem-Solving
- Relationship Building
- Problem-solving aptitude
- Professionalism
- Multitasking Abilities
- Microsoft Office
- Basic Mathematics
- Clear Communication
- Payment management
- Time management abilities
- Fair Debt Collections Practices
- Pleasant Telephone Demeanor
- Accurate payment posting
- Attention to Detail
- Problem-solving abilities
- Self Motivation
- Active Listening
- Payment verification
- Office Administration
- Recordkeeping
- Motivational Leadership
- Supply Restocking
- Written Communication
- Interpersonal Skills
- Multi-line phone proficiency
- Strong Problem Solver
- Professional Demeanor
- Administrative background
- Reliability
- Analytical Skills
- Time Management
- Customer Service
- Adherence to high customer service standards
- Decision-Making
- Customer Relations
- Complaint resolution
- Customer Relationship Management
- Negotiation
- Problem Resolution
- Onboarding and Orientation
- Managing Operations and Efficiency
- Call Monitoring
- Handling Escalations
- New Hire Training
- Cash Handling
- Employee Onboarding
- Human Resources Management Systems
- Training and mentoring
- In-Person and Telephone Interviewing
- Employment Recordkeeping
- New Hire Orientation
- Meticulous attention to detail
- Customer Service-Oriented
Additional Information
Business Administration Major with Call center, Clerical, Customer service, Manager and retail experience, with proficiency in Microsoft Office.
Have experience in the Artiva program.
1 year of Data Entry Experience
1 year Call Center Experience
1 year Human Resources Experience
1 year Accounting Experience
11 years of Customer Service Experience
8+ years of Retail Experience
Clerical Experience
Timeline
Medical Debt Collector
Wakefield & Associates Inc./ HRG
05.2023 - Current
Receptionist/Customer Service Representative
Daily Post-Athenian
02.2023 - 05.2023
Manager
Walmart
08.2016 - 02.2023
Human Resources Manager
Kmart
01.2013 - 08.2016
No Degree - Pharmacy
Cleveland State Community College
No Degree - Business Administration
Southern New Hampshire University
High School Diploma -
Monroe Academy
Similar Profiles
Lashon JacksonLashon Jackson
A/R Specialist at Wakefield & Associates (formerly RMB)A/R Specialist at Wakefield & Associates (formerly RMB)
MACKENZY VAUGHANMACKENZY VAUGHAN
Payment Poster at Wakefield AssociatesPayment Poster at Wakefield Associates
Jessica CorazonJessica Corazon
Cerner Consultant at Wakefield & Associates Inc.Cerner Consultant at Wakefield & Associates Inc.