Davita Collins
Atlanta,GA
Summary
Dedicated administrative professional with over five years of experience providing office and clinical support to executive level medical providers. Seeking a challenging role to leverage leadership experience, excellent communication, team- building skills, and a track record of successful organizational and data management. Committed to contributing to a company's stability and growth through a customer-centric approach and attention to detail.
Overview
10
10
years of professional experience
Work History
Escrow Operations Specialist
OSC, A Steamboat Company
04.2022 - Current
- Address customer and lender escalations regarding payment inquiries/issues promptly and with precise attention to detail using queue-based ticketing platforms
- Consistent and dependable WiFi and personal workspace that allows freedom from distraction and fully customer-focused environment
- Oversee mortgage loans to ensure accurate data entry, compliance with quality assurance standards while adhering to department standards for performance metrics
- Exhibit outstanding quality control expertise with consistently achieving less than 1% data entry and processing error rates
- Independently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chat
- Highly efficient with proven track record of meeting tight deadlines and consistently achieving Service Level Agreements (SLAs) under pressure
- Selected to train and guide peers, and assume team lead's responsibilities during their absence
Customer Service Representative
OSC, A Steamboat Company
02.2021 - 04.2022
- Handled more than 50 incoming calls daily while consistently achieving excellent quality assurance ratings in remote setting
- Provided excellent customer service via phone and e-mail to customers, insurance agents, carriers and mortgage lenders
- Provided comprehensive responses to client inquiries, minimizing need for repeat call-backs
- Assisted with identifying trends in customer feedback and reported these to leadership
- Contributed to risk management efforts by requesting and retrieving customers' proof of insurance coverage, thereby mitigating need for force-placed insurance on their properties
- Provided excellent customer service while upholding department’s service standards and policies
- Recognized as exemplary team member, personally selected by management to mentor and train new hires in quality assurance through call monitoring, achieved within unprecedented six months of hire
Assistant/Interim Store Manager
Clarks Americas, Inc
05.2018 - 07.2019
- Screened and hired applicants aligned with organizational values and coached associates to meet company standards
- Managed store sales operations while implementing cash and inventory management strategies to prevent shrinkage
- Provided support to team members and customers in challenging situations and used tools and data to measure KPIs and propose action plans to elevate customer experience
- Extensive payment operations expertise encompassing ACH processing, cross-currency and credit card transactions
- Collected data by spotting trends of customer buying patterns and satisfaction levels to maximize product placement and availability
- Assisted store manager in driving operational initiatives and ensuring profitability and efficiency of store.
- Effectively and promptly addressed customers' purchase-related concerns, ensuring accuracy and complete satisfaction
- Recognized for exceptional performance and swiftly promoted from assistant store manager to interim store manager, assuming responsibility for overseeing all store operations within six months of rehire
Referral Specialist
US Healthworks
10.2017 - 05.2018
- Surpassed specified departmental benchmarks by processing more than 60 workers' compensation claims daily
- Escalated trends regarding denials or any claim specific process to management in timely manner
- Exhibited strong teamwork by fostering clear and effective communication with clinicians, employers, and patients to gather essential claim information
- Employed proactive methodologies to complete daily tasks, enabling swift resolutions while adhering to state regulations, and fostering seamless collaboration with colleagues throughout organization
- Exercised knowledge of medical insurances, regulations, physician billing and collection process
Consumer/Independent Accounts Representative
Clarks Americas, Inc
05.2014 - 04.2016
- Handled more than 50 incoming calls daily while consistently achieving excellent quality assurance ratings
- Answered customer and wholesale vendor inquiries regarding product knowledge and troubleshooting via email
- Collaborated closely with consumer experience team and cross-functional departments to expedite resolution of customer issues
- Efficiently managed customer online payments and vendor purchase orders while implementing robust security measures to safeguard payment information from potential theft
- Exhibited strong analytical and data management skills by accurately forecasting and communicating shipping delays, discontinued merchandise, and order cancellations, effectively reducing financial losses for vendors and optimizing supply chain
- Proactively addressed customer concerns resulting in reduced escalations to management
- Recognized by management as top performer, entrusted to train and deliver quality assurance coaching to both peers and new team members within six months of hire
Education
Certificate - Cybersecurity
Google
Coursera05.2024
Bachelor of Science - Fashion Merchandising
Bay State College
Boston, MA05.2013
Skills
- MS SharePoint
- SAP
- Electronic Data Interchange (EDI)
- NICE/Satmetrix
- MS TeamSupport
- Zendesk
- Linux
- Python
- SQL
Accomplishments
- Proficient in working efficiently and autonomously, requiring minimal oversight
- Successfully managed escrow payments for one of the company’s largest lenders while meeting deadlines and achieving a 90% Zendesk ticket solve rate
Timeline
Escrow Operations Specialist
OSC, A Steamboat Company
04.2022 - Current
Customer Service Representative
OSC, A Steamboat Company
02.2021 - 04.2022
Assistant/Interim Store Manager
Clarks Americas, Inc
05.2018 - 07.2019
Referral Specialist
US Healthworks
10.2017 - 05.2018
Consumer/Independent Accounts Representative
Clarks Americas, Inc
05.2014 - 04.2016
Certificate - Cybersecurity
Google
Bachelor of Science - Fashion Merchandising
Bay State College
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