Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Awards
Timeline
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Darlene Ross

Phoenix,AZ

Summary

Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges. Hardworking and reliable individual. Highly organized, proactive and punctual with team-oriented mentality. Very knowledgeable of all Microsoft applications experienced is Salesforce System. Detail-oriented and able to learn new concepts quickly.

Experienced with navigating complex negotiations and achieving balanced agreements. Utilizes strategic communication to resolve conflicts and build consensus. Track record of demonstrating problem-solving skills and analytical thinking to drive successful outcomes.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Negotiator Specialist

J G Wentworth
11.2024 - 04.2025
  • Contacting Creditors negotiating and advocating for client's debt owed setting up agreed upon structured settlements with goal to free clients from financial hardship.
  • Communicating with creditors regularly via phone calls and emails.
  • Reduced costs for clients by skillfully negotiating favorable terms with suppliers and vendors.
  • Developed customized negotiation plans, consistently achieving desired outcomes and maintaining strong professional relationships.
  • Provided expert guidance on contractual matters during negotiations, ensuring compliance with relevant laws and regulations.

Eligibility Specialist

Department of Economic Security
03.2024 - 11.2024
  • Reviewed applications for eligibility and determined whether applicants met the criteria to receive benefits. Maintained comprehensive knowledge of program regulations, policies, and procedures.
  • Conducted detailed interviews with applicants to determine their eligibility for assistance programs. Analyzed financial information provided by applicants to verify income levels.
  • Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
  • Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
  • Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
  • Resolved discrepancies with client applications to verify eligibility.

Client Services Advocate/Negotiator Specialist

Freedom Financial Network
02.2018 - 10.2023
  • Answered customer inquiries in a timely and professional manner. Provided accurate information and solutions to customers regarding their accounts.
  • Provided technical support to customers via email, phone and online chat. Provided excellent customer service to resolve customer complaints in a timely manner.
  • Processed customer requests for account changes, transfers, and other services. Answered incoming calls, providing frontline customer support or assistance with product and service transactions.
  • Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
  • Delivered friendly service and offered expert support in every interaction.
  • Increased overall success rate of negotiations by consistently identifying key leverage points within each deal.
  • Achieved successful negotiation outcomes by employing effective communication and active listening skills.

Customer Service Representative II

General Dynamics
03.2013 - 01.2018
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Reviewed patient records to verify insurance coverage and eligibility for services.
  • Advised patients regarding billing issues, payment options, and reimbursement procedures.
  • Assisted customers with inquiries about the status of their claims via telephone or email.
  • Provided guidance on proper coding techniques for medical bills when necessary.
  • Stayed current on HIPAA regulations, benefits claim processing, medical terminology and other procedures.
  • Assisted claimants, providers and clients with problems or questions regarding claims.

Education

High School Diploma -

East High
Phoenix, AZ
05.1980

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Maricopa County Colleges – Rio Salado Community College
Tempe, AZ

Skills

  • Information Collection
  • Negotiation Management
  • Meeting Facilitation
  • Document Preparation
  • Team Building
  • Interpersonal Communication
  • Written Communication
  • Deductive Reasoning
  • Active learning
  • Self-awareness
  • Open-mindedness
  • Creative solutions
  • Collaborative approach

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved Black Diamond Award 3 months in a row by completing my required metrics in the 95 percentile with quality ,accuracy, timeliness and efficiency.

Certification

Certificate of Achievement Freedom Riders Mentor Program

Awards

Volunteer for St. Lukes Hospital for 10+ years, Active in American Veterans Ladies Auxiliary, 3 x Black Diamond Winner

Timeline

Negotiator Specialist

J G Wentworth
11.2024 - 04.2025

Eligibility Specialist

Department of Economic Security
03.2024 - 11.2024

Client Services Advocate/Negotiator Specialist

Freedom Financial Network
02.2018 - 10.2023

Customer Service Representative II

General Dynamics
03.2013 - 01.2018

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Maricopa County Colleges – Rio Salado Community College

High School Diploma -

East High

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