Jacquelyn James-Walton
Cypress,TX
Summary
Proven leader in customer service and billing management, adept at legal compliance and fostering team excellence. At Aon Hewitt, significantly enhanced customer satisfaction and streamlined processes. Skilled in financial analysis and known for high stress tolerance, consistently achieves and surpasses goals through assertive action and persistence.
Overview
21
21
years of professional experience
Work History
Licensed Bill Collector
ACT Convergent Outsourcing
Houston, TX
05.2017 - 07.2025
- Executed incoming and outgoing calls for delinquent accounts, overseeing payment processing and conducting debt review discussions.
- Ensured compliance with state and federal laws governing debt collection practices.
- Provided detailed explanations of company policies and procedures as necessary.
- Evaluated credit worthiness of potential customers based on financial statements and credit reports.
- Assisted in the preparation of court documents for legal proceedings against delinquent customers.
Billing Coordinator
ACT CONVERGENT OUTSOURCING
Houston, TX
05.2017 - 07.2018
- Monitored patient progress and updated care plans accordingly. Schedule patients for testing and surgery at HCA hospitals.
- Monitor patient progress, and update the plan accordingly.
- Coordinate with community resources to provide comprehensive support to patients
- Coordinate with HCA hospitals and insurance to ensure authorization for care
- Transfer patient data via secure Creatio System to Meditech for HCA hospitals
- Established strong work network by building professional relationships with physicians and fellow employees.
Customer Service Representative
Woodforest National Bank
Houston, TX
02.2016 - 04.2017
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Updated databases with new and modified customer data.
- Incoming call center assisting callers with day-to-day banking needs, including, but not limited to, account balancing. Debit card issuing and replacements. Western Union transfers and wire transfers.
- Dispute investigations and legal review, such as liens, garnishments, and death account processing.
Customer Service Team Manager
Aon Hewitt, Hewitt Associates
The Woodlands, TX
08.2004 - 10.2013
- Coordinated cross-functional teams across departments to resolve complex issues quickly.
- Motivated teams by recognizing and rewarding excellence.
- Maintained accurate records
- Supported the delivery of contractual and internal performance standards, and supported CDG in client reporting.
- Developed and executed plans to improve customer satisfaction and overall quality, with a focus on offshore and off-phone processes for a team of 20+ employees. Represented the Customer Service perspective and influenced decisions by all customer interactions for future reference.
- Maintained knowledge of current industry trends and best practices in order to make recommendations for improvements within the organization's customer service department.
Education
Criminal Justice
Sam Houston State University
Huntsville, TX05-1985
High School Diploma -
B T Washington High School
Houston, TX05-1983
Skills
- Legal compliance
- Stress tolerance
- Goal-oriented mindset
- Financial aid
- Persistence
- Assertiveness
Timeline
Licensed Bill Collector
ACT Convergent Outsourcing
05.2017 - 07.2025
Billing Coordinator
ACT CONVERGENT OUTSOURCING
05.2017 - 07.2018
Customer Service Representative
Woodforest National Bank
02.2016 - 04.2017
Customer Service Team Manager
Aon Hewitt, Hewitt Associates
08.2004 - 10.2013
Criminal Justice
Sam Houston State University
High School Diploma -
B T Washington High School
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