DAWN DAVIS
Pitman,NJ
Summary
Demonstrated to solve problems independently and perform at an optimal level. Experienced Insurance Specialist successful at managing high caseloads in fast-paced environments. Organized, driven and adaptable with excellent planning and problem-solving abilities. Offering 2 years of experience and willingness to take on any challenge.
Results-oriented with 20 years of expertise in leading high-performing teams and developing scalable processes facilitating accurate billing and collections processes. Focused on eliminating issues contributing to account delinquency and streamlining collections best practices. Excited to bring history of innovation and relationship-building skills to growing organization.
Overview
24
24
years of professional experience
Work History
Insurance Specialist
NJM Insurance Group
09.2021 - Current
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Streamlined policy management by regularly updating client information and tracking policy changes.
- Strengthened client relationships through consistent follow-ups, ensuring timely renewals and retention.
- Contributed to team performance by sharing industry knowledge and assisting colleagues in complex cases.
- Ensured regulatory compliance through diligent monitoring of company practices and adherence to guidelines.
- Simplified complex insurance concepts for clients, facilitating informed decision-making regarding policy options.
- Maintained a high level of industry expertise through continuous professional development courses and certifications in the field of insurance specialty.
Customer Service Representative
Peak Service
07.2016 - 09.2021
- Skip tracing, file maintenance, working with clients and drivers to facilitate the recovery of delinquent vehicles, opening and closing of repo orders
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Updated account information to maintain customer records.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Senior Claims Adjuster
PRS INC
03.2011 - 08.2015
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Counseled debtors on payment options and arranged installment agreements.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Reduced delinquency rates by implementing effective skip tracing techniques to locate hard-to-find debtors.
- Used probing techniques to determine debtors' reasons for delinquency.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Senior Claims Adjuster
ARM
03.2010 - 02.2011
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Achieved performance goals on consistent basis.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Counseled debtors on payment options and arranged installment agreements.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
Assistant Supervisor
Sallie Mae
09.2005 - 07.2008
- For up to 40 collectors, ensuring credit and collection policies, procedures, practices, and documentation meet federal and state regulations, assigned, monitored and supervised the work load of collectors to ensure effectiveness of current collection policies and procedures, audited delinquent accounts considered to be uncollectible to ensure maximum efforts had been taken, provided weekly, monthly, and quarterly reports of collection results, training of new collectors, appraising performances, rewarding and disciplining employees, addressing complaints and resolving problems, biannual testing to ensure FDCPA compliance, monitored and communicated the requirements of clients to ensure the protection of agency, collectors and consumers
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Submitted documentation and reports to upper management.
- Worked with management team to implement proper division of responsibilities.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Directed day-to-day collections functions.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
Supervisor
PRS INC
11.1999 - 09.2005
- For up to 40 collectors, ensuring credit and collection policies, procedures, practices, and documentation meet federal and state regulations, assigned, monitored and supervised the work load of collectors to ensure effectiveness of current collection policies and procedures, audited delinquent accounts considered to be uncollectible to ensure maximum efforts had been taken, provided weekly, monthly, and quarterly reports of collection results, training of new collectors, appraising performances, rewarding and disciplining employees, addressing complaints and resolving problems, biannual testing to ensure FDCPA compliance, monitored and communicated the requirements of clients to ensure the protection of agency, collectors and consumers
Education
High School Diploma -
Abraham Clark High School
Roselle, NJ06.1985
Skills
- Documentation skills
- Policy analysis
- Documentation abilities
- Account Management
- Customer Service
- Policy Knowledge
- Regulatory Compliance
- Policy writing
- Payment Arrangement
- Skip Tracing
- Collections processing
- Debt management
Timeline
Insurance Specialist
NJM Insurance Group
09.2021 - Current
Customer Service Representative
Peak Service
07.2016 - 09.2021
Senior Claims Adjuster
PRS INC
03.2011 - 08.2015
Senior Claims Adjuster
ARM
03.2010 - 02.2011
Assistant Supervisor
Sallie Mae
09.2005 - 07.2008
Supervisor
PRS INC
11.1999 - 09.2005
High School Diploma -
Abraham Clark High School