Dana Wallen
Cincinnati
Summary
Dynamic professional with extensive experience at Total Homecare Solutions, excelling in customer service and client monitoring. Proven track record of enhancing customer satisfaction through effective communication and conflict resolution. Skilled in customer relations and team leadership, consistently achieving high first-call resolution rates while fostering a compassionate environment for clients.
Overview
21
21
years of professional experience
Work History
Remote Responder/Supervisor
Total Homecare Solutions
11.2021 - 03.2025
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Monitored sensors for beds, doors, windows, and low oxygen levels for developmentally challenged indivduals
- Spoke to the clients through 2 way devices and telephones
- Completed Medication Errors, UI/MUI reports
- Monitored live and saved feed to ensure client was safe
- Monitored clients through 2 way device or camera feed for medication watches.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Escalated calls to Emergency Services when needed
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
Collections Manager
Nicolas Financial
02.2021 - 08.2021
- Researched accounts and completed due diligence to resolve collection problems.
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Oversaw daily posting of payments to customer accounts.
- Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
- Established procedures for collection of past due amounts.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Developed customized payment plans for financially distressed customers, enabling successful debt recovery while maintaining customer satisfaction.
- Increased recoveries by negotiating favorable repayment terms for clients and customers.
- Generated and mailed updated statements monthly and processed demand letters.
Collections Manager
Patrick's Check Cashing
03.2004 - 05.2020
- Oversaw daily posting of payments to customer accounts.
- Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Developed customized payment plans for financially distressed customers, enabling successful debt recovery while maintaining customer satisfaction.
- Implemented efficient skip tracing techniques to locate hard-to-reach debtors and expedite the recovery process.
- Posted receipts to appropriate general ledger accounts.
- Collaborated on collection and dispute resolution issues.
Education
High School Diploma -
Harrison High School
Cincinnati, OH05-1993
High School Diploma -
Diamond Oaks Vocational School
Cincinnati, OH03-1993
Skills
- Medication administration
- Crisis management
- Client monitoring
- Record keeping
- Customer service
- Team leadership
- Employee training
- Conflict resolution
- Communication skills
- Training and mentoring
- Goal oriented
- Attention to detail
- Decision-making
- Complex Problem-solving
Languages
English
Timeline
Remote Responder/Supervisor
Total Homecare Solutions
11.2021 - 03.2025
Collections Manager
Nicolas Financial
02.2021 - 08.2021
Collections Manager
Patrick's Check Cashing
03.2004 - 05.2020
High School Diploma -
Harrison High School
High School Diploma -
Diamond Oaks Vocational School
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