Carmen Smith
Coosada,AL
Summary
Driven by a strong background in collections and customer service, I excelled at Baptist Health by implementing strategic debt recovery tactics and fostering relationships, enhancing both efficiency and client trust. My adeptness in software proficiency and persuasive communication led to significant performance improvements, showcasing my ability to blend technical skills with empathetic, results-oriented interactions.
Overview
11
11
years of professional experience
Work History
Collector
Baptist Health
Montgomery, Al
08.2022 - Current
- Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
- Streamlined debt collection processes for increased efficiency in the workplace.
911 Dispatcher
Montgomery City
Montgomery, Al
04.2015 - 08.2022
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations or histories.
Medical Representative
AFC Urgent Care
03.2014 - 04.2015
- Established strong relationships with healthcare professionals, resulting in increased trust and credibility for the organization.
- Arranged appointments with doctors, pharmacists and medical teams to raise awareness of latest product launches.
- Assisted physicians with patient education efforts, providing resources and support as needed.
- Collaborated with sales team to develop targeted marketing strategies that boosted overall revenue growth.
- Resolved complex billing issues involving multiple entities or currencies, demonstrating a high level of attention to detail and problem-solving ability.
- Streamlined invoice processing by implementing efficient data entry techniques and utilizing advanced software tools.
- Served as a subject matter expert on billing-related matters within the organization, regularly sharing insights and best practices with colleagues across various departments.
- Liaised with the IT department to troubleshoot technical issues affecting billing processes, ensuring minimal disruption to customer invoicing activities.
- Boosted revenue collection rates through diligent follow-up on outstanding balances and negotiating payment plans with customers.
- Contributed to process improvements within the organization by participating in periodic review sessions focused on identifying best practices and streamlining workflows where possible.
- Improved customer satisfaction with timely resolution of billing inquiries, addressing concerns, and providing clarification on charges.
- Provided exceptional service to internal stakeholders by promptly addressing inquiries related to customer billings and account statuses, fostering a positive working environment.
- Assisted in forecasting cash flow by analyzing historical payment trends, enabling more informed financial decision-making throughout the organization.
- Supported month-end closing activities by reconciling revenue recognition reports against actual invoicing records, ensuring financial statement accuracy.
- Enhanced billing accuracy by conducting thorough audits of customer accounts and identifying areas for improvement.
- Increased efficiency within the department by cross-training team members on various functions, promoting collaboration and knowledge-sharing among colleagues.
- Played an integral role in system migrations or upgrades by providing input on billing-related functionality and assisting in data validation efforts.
- Maintained regulatory compliance within the Customer Financial Services department through consistent adherence to established guidelines and procedures.
- Developed strong relationships with clients'' accounts payable departments to facilitate prompt payment processing and minimize delinquencies.
- Assisted in the development of key performance metrics for the Customer Financial Services department, enabling more effective tracking of team performance and identification of areas for improvement.
- Collaborated with sales teams to ensure accurate pricing structures were applied to client contracts, minimizing disputes and errors.
- Reduced billing discrepancies by closely monitoring account adjustments and ensuring accurate application across systems.
- Optimized billing processes by identifying opportunities for automation and implementing software enhancements.
- Researched and resolved billing discrepancies to enable accurate billing.
- Worked with multiple departments to check proper billing information.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Responded to customer concerns and questions on daily basis.
- Used data entry skills to accurately document and input statements.
- Handled account payments and provided information regarding outstanding balances.
- Audited and corrected billing and posting documents for accuracy.
- Collaborated with customers to resolve disputes.
- Utilized various software programs to process customer payments.
- Monitored outstanding invoices and performed collections duties.
- Maintained accurate records of customer payments.
- Generated monthly billing and posting reports for management review.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
- Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
- Processed vendor and supplier payments on weekly basis.
- Kept vendor files accurate and up-to-date to expedite payment processing.
- Reconciled accounts receivable to general ledger.
- Verified accuracy of accounts payable payments, resulting in Number% reduction in payment errors and check reissues.
- Created improved filing system to maintain secure client data.
- Encoded and canceled checks using bank machines.
Education
General Studies -
Stanhope Elmore High School
Millbrook, ALSkills
- Safety Procedures
- Call center experience
- Customer research
- Assertiveness
- Repayment plan structuring
- Issue investigation
- Performance Improvements
- Account Analysis
- Skip Tracing
- Heavy Lifting
- FLUENT IN LANGUAGE
- Payment schedules
- Collections processing
- Proficiency in Software
- Debt Negotiation
- Account reviews
- Persuasion techniques
- Script usage
- SOX Compliance
- History research
- Change Management
- Account Auditing
- Credit adjustments
- Fair debt practices
- Debt management
- Directing Traffic
- Waste removal
- Financial Reporting
- Delinquent account management
- Financial controls development
- Legal Compliance
- Staff Development
- Account Management
- Payment Acceptance
- Familiar with locating individuals
- Collections regulatory guidelines
- Repayment negotiations
- Following conversation scripts
- Accounts receivable specialist
- Recovery techniques specialist
- Billing and collections best practices
- Persuasion strategies
- Goal orientation
- Performance improvement techniques
- Call center background
- Collections process improvement
- Investigation due diligence
- Aged account reporting
- Active listening abilities
- Risk Management
- New Hire Training
- Records Management
- Records Maintenance
- Supply Ordering
- Relationship Building
- Sales experience
- Payment posting
- Business Correspondence Writing
- Finance
- Goals and performance
- System Maintenance
- Bookkeeping
- Collections
Timeline
Collector
Baptist Health
08.2022 - Current
911 Dispatcher
Montgomery City
04.2015 - 08.2022
Medical Representative
AFC Urgent Care
03.2014 - 04.2015
General Studies -
Stanhope Elmore High School