Faith Roland
Wilmington,DE
Summary
Professional with experience in managing accounts receivable processes. Proficient in invoice processing, payment tracking, and resolving discrepancies. Strong focus on team collaboration and achieving financial goals. Reliable and adaptable to changing business needs. Skilled in using accounting software and maintaining effective communication.
Professional in customer support with strong communication and problem-solving skills. Adept at managing inquiries, resolving issues, and ensuring customer satisfaction. Known for teamwork, adaptability, and achieving results under changing conditions. Skilled in conflict resolution, empathy, and time management.
Overview
8
8
years of professional experience
Work History
Client Service Representative
Starr Wright
Wilmington, DE
08.2024 - Current
- Managed customer inquiries regarding policy details and claims processing with accuracy.
- Processed insurance applications and maintained accurate records in the client management system.
- Improved customer satisfaction ratings by streamlining inquiry resolution processes effectively.
- Utilized CRM systems to track customer interactions and improve follow-up procedures.
- Demonstrated proficiency in handling sensitive information while adhering to regulatory standards.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Conducted comprehensive policy reviews for clients, identifying gaps in coverage and recommending appropriate solutions.
- Set up customer payment plans to cover annual policies and renewals.
Accounts Receivable Specialist / Customer Service
Whip Flip
Newark, DE
04.2023 - 01.2024
- Facilitated timely payment processing for invoices.
- Verified and validated invoice details to ensure accuracy.
- Performed data entry tasks within AS400 system to maintain precise record-keeping.
- Oversaw adherence to accounts receivable processes to ensure compliance and efficiency.
- Managed payment status tracking for all completed jobs to ensure timely processing.
- Compiled comprehensive reports and briefed general manager on accounts receivable status.
- Engaged with customers regarding delinquent accounts to facilitate timely payments.
- Organized and managed appointment scheduling to optimize time efficiency.
- Reviewed pricing structures and payment options to ensure competitive offerings.
- Generated quotes based on vehicle history, make, and model specifications.
- Secured and validated payoff letters and titles to ensure accurate financial transactions.
- Facilitated communication with DMV representatives to resolve inquiries and issues.
Legal Billing Specialist/AR
Potter Anderson & Corroon
Wilmington, DE
12.2022 - 01.2024
- Processed invoices through e-billing system and tracked progress effectively.
- Evaluated newly opened client matters for assigned attorneys to assess availability on e-billing platforms.
- Oversaw daily monitoring of e-billing for new invoices and rejections.
- Facilitated successful submissions of e-billed clients while addressing and resolving rejection issues.
- Facilitated resolution of e-billing inquiries for attorneys, legal administrative assistants, and clients.
- Audited client setup rates and billing requirements for accuracy in billing system.
- Assisted in tracking legal cases using Aderant Legal Tracker. Supported communication through Court Connect. Managed document organization with iManage. Facilitated collaboration with Counsel Link.
- Assisted teams in completing projects on schedule and within budget. Supported project coordination efforts to enhance team collaboration. Contributed to problem-solving initiatives to improve project outcomes.
Billing Specialist/AR
Chubb Insurance
Wilmington, DE
07.2022 - 01.2023
- Resolved billing inquiries from insured clients and agents with efficiency and accuracy.
- Reviewed premium information and payment plan options to assist clients in understanding installment percentages and calculations. Helped clarify payment structures to enhance customer satisfaction. Supported team in processing payment inquiries efficiently.
- Processed invoices and issued notices for cancellations and collections efficiently. Supported administrative tasks to ensure smooth operations. Assisted in maintaining accurate records for financial transactions.
- Facilitated discussions regarding premium payment options for insured clients through Chubb.
- Engaged with underwriters to verify accuracy of policy premiums and data.
- Conducted thorough reviews of policy audits and endorsements to ensure compliance and accuracy.
Fraud Service Customer Representative
Bank of America
Newark, DE
06.2020 - 03.2022
- Executed fraud detection and identification processes for customer accounts.
- Oversaw filing of fraud claims and identification of fraudulent transactions on accounts.
- Executed removal and placement of blocks on accounts exhibiting suspicious activity.
- Facilitated resolution of customer account and financial inquiries related to fraud.
- Addressed customer complaints and concerns promptly. Documented each issue for future feedback and review. Supported resolution processes to enhance customer satisfaction.
- Implemented comprehensive precautions on customer accounts to mitigate fraud risks.
- Promoted self-service options through mobile app for customers. Assisted users in understanding app functionalities. Communicated information via email for clarity.
Administrator / Supervisor Integrity Staffing
Integrity Staffing Solutions
Northeast, MD
08.2019 - 05.2020
- Advanced to a leadership role within a top ten global logistics provider, overseeing a 550-member team responsible for executing cross-functional operations.
- Oversaw daily operations and team performance as shift supervisor.
- Oversaw hiring, training, and development of shift coaching staff.
- Managed resolution of all shift-related personnel and operational issues.
- Analyzed retention and termination decisions to provide strategic insights and recommendations.
- Managed and resolved all shift-related safety incidents to ensure a secure work environment.
- Facilitated daily one-on-one and group interactions to enhance employee satisfaction and performance.
- Facilitated weekly productivity and quality assurance meetings to enhance team performance.
- Addressed HR-related inquiries regarding payroll, time off, and benefits.
- Executed termination processes for employees in accordance with Amazon policies and procedures.
- Collaborated with Amazon to enhance training and education programs for integrity associates within the Amazon facility.
- Facilitated timely training sessions to ensure all employees acquired necessary skills.
- Assisted teams in completing projects on schedule and within budget. Supported project coordination efforts to enhance team collaboration. Contributed to problem-solving initiatives to improve project outcomes.
Customer Service/Acct Manager
Discover Financial Services
New Castle, DE
02.2018 - 03.2019
- Managed inbound call operations and addressed cardholder inquiries with efficiency.
- Managed onboarding processes for new accounts, ensuring seamless application and account opening experiences.
- Addressed and escalated account issues and concerns promptly.
- Conducted follow-ups with customers to ensure issue resolution and account notation accuracy.
- Documented customer complaints and dissatisfaction to drive service improvement initiatives.
- Received positive feedback from graded calls consistently throughout tenure at Discover. Achieved recognition with 'Perfect 6' calls award four times during employment.
- Achieved consistent positive feedback from customers through effective call handling and resolution of concerns.
- Secured promotion to messaging department within six months of employment, assuming responsibility for customer concerns via live chat and email.
- Designed and executed a leadership development program to enhance skill sets of emerging leaders.
- Assisted in daily operations at HMS Host Delaware Welcome Center in Newark, DE from March 2016 to February 2017. Supported team members in providing excellent customer service to visitors. Contributed to maintaining a clean and welcoming environment for guests.
- Oversaw cash handling and customer service operations for bus travelers and patrons at rest stop.
- Assisted customers with transactions and cash handling. Supported daily operations by managing cash register functions. Provided accurate change and receipts to customers.
- Managed interactions with diverse customers from various backgrounds and languages.
- Facilitated effective communication by addressing language barriers, resulting in positive and consistent customer feedback.
- Facilitated customer movement within a high-traffic environment to enhance overall experience.
Education
No Degree - Business Administration And Management
Neumann University
Aston Mills, PAHigh School Diploma - undefined
Glasgow High School
01.2016
Skills
- Microsoft Excel
- Accounts receivable
- Accurate payment posting
- Aging reports analysis
- Payment posting
- Credit and collections
- Payment negotiations
- Strong client relations skills
- Customer service support
- Invoice processing
- Invoicing proficiency
- Financial software
- Claims processing
- Dispute resolution
- Accounts receivable software
- Bill processing
Websites
Timeline
Client Service Representative
Starr Wright
08.2024 - Current
Accounts Receivable Specialist / Customer Service
Whip Flip
04.2023 - 01.2024
Legal Billing Specialist/AR
Potter Anderson & Corroon
12.2022 - 01.2024
Billing Specialist/AR
Chubb Insurance
07.2022 - 01.2023
Fraud Service Customer Representative
Bank of America
06.2020 - 03.2022
Administrator / Supervisor Integrity Staffing
Integrity Staffing Solutions
08.2019 - 05.2020
Customer Service/Acct Manager
Discover Financial Services
02.2018 - 03.2019
High School Diploma - undefined
Glasgow High School
No Degree - Business Administration And Management
Neumann University