Dionne McNair
Norfolk,VA
Summary
Efficient Account Receivable Specialist with over 30 years of customer service experience. Organized and dependable candidate successful at managing multiple priorities while providing exceptional customer experience.
Overview
12
12
years of professional experience
Work History
Account Receivable Specialist
Sentara
09.2022 - Current
- Reconciled discrepancies found during account audits and updated patient records with accuracy.
- Utilized Microsoft Excel, EPIC and Sentara Bill Pay software to manage invoices and payments.
- Maintained strict confidentiality of sensitive financial data and client information at all times, adhering to company policies and industry regulations.
- Implemented process improvements that led to reduced errors in patient communication.
- Excellent communication skills, both verbal and written.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Managed a high volume of patient accounts while maintaining strict attention to detail, ensuring all information is accurately recorded and documented.
- Maintained account accuracy by reviewing patient contact information and make necessary correction to address and emails to ensure correspondence is received to correct location.
Default Prevention Account Manager (Remote)
Loandepot
04.2021 - 08.2022
- Utilize customer service skills along with strong professional demeanor.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Evaluated client needs and developed tailored solutions to increase positive customer experience.
- Performed financial analysis to determine options available to cure delinquency.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Developed and implemented strategies to increase client retention.
- Organized and detail-oriented with a strong work ethic.
- Worked effectively in fast-paced environments.
- Proven ability to develop and implement creative solutions to complex problems.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Loss Mitigation Team Lead (Remote)
LoanCare Service Link
07.2017 - 04.2021
- Negotiated short sales, deeds-in-lieu, forbearance agreements, and repayment plans to minimize losses while helping borrowers avoid foreclosure.
- Enhanced training processes for my team and departments to increase overall functionality.
- Served as a liaison between borrowers and servicers, facilitating timely resolution of escalated issues.
- Monitored agents to ensure quality assurance metrics were being met.
- Managed a high-performing loss mitigation team, ensuring adherence to company policies and federal regulations.
- Remained updated with latest information related to mortgage products and services being offered.
- Improved team efficiency through streamlined processes and regular communication of expectations and goals.
- Developed training materials for new hires to enhance understanding of loss mitigation daily duties and procedures.
- Recognize discrepancies and promptly addressed them for resolution.
- Provided professional services and support within the work environment.
- Resolved escalations, improved operations and provided assistance to my representatives.
- Leadership in group projects, delegating tasks and providing feedback.
- Ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated leadership skills in managing projects from concept to completion.
- Strong customer service and communication skills
Customer Service Representative (Remote)
QVC
09.2015 - 07.2017
- Recommended, selected and helped locate product based on customer requests.
- Answered constant flow of customer calls with minimal wait times.
- Trained new personnel regarding company operations, policies and services.
- Provided primary customer support to internal and external customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and deescalated customer complaints.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Processed customer service orders promptly to increase customer satisfaction.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Relationship Manager
Bank Of America
02.2012 - 03.2015
- Managed department call volume goals
- Utilize strong customer service and communication skills
- Worked with clients to give options to assist with account delinquency.
- Delivered exceptional customer support by maintaining regular contact with clients, ensuring their continued satisfaction with service they received.
- Streamlined communication between departments for better understanding of clients needs and quicker problem resolution.
- Assist with application process to determine eligibility for loan modification, repayment plans and liquidation of property
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Worked effectively in fast-paced environments.
- Implement critical thinking to break down problems, evaluate solutions and make decisions.
- Able to develop and implement creative solutions to complex problems.
- Gained strong leadership skills by managing projects from start to finish.
Education
Certificate - Electronic Health Records & Medical Billing
MedCerts
Norfolk, VA03.2023
Office Management/Administration
Barclay Career College
Norfolk, VA07.1992
Skills
- Microsoft Office
- Data Entry
- Collections
- Payment Processing
- Customer Service
- Management
- Data Analysis
- Precision and Accuracy
- Account Auditing
- Active Listening
- Professionalism
- Effective Communication
- Adaptability
- Data Entry and 10-Key
- Communication Management Professional (CMP)
- Written Communication
- Handling Confidential Materials
- Dispute Resolution
Timeline
Account Receivable Specialist
Sentara
09.2022 - Current
Default Prevention Account Manager (Remote)
Loandepot
04.2021 - 08.2022
Loss Mitigation Team Lead (Remote)
LoanCare Service Link
07.2017 - 04.2021
Customer Service Representative (Remote)
QVC
09.2015 - 07.2017
Customer Relationship Manager
Bank Of America
02.2012 - 03.2015
Certificate - Electronic Health Records & Medical Billing
MedCerts
Office Management/Administration
Barclay Career College