Jaman Lee
Houston,Texas
Summary
Friendly and efficient professional with 6 years of experience delivering exceptional customer service. Authorized to work in the US for any employer
Overview
6
6
years of professional experience
1
1
Certification
Work History
Claims Representative- Recovery
Sedwick
06.2021 - 02.2024
- Reviews workers compensation claims to determine if potential for Second Injury Fund recoveries exist
- Pursues medical information necessary to qualify claim for acceptance by the Second Injury Fund
- Pursues information necessary to satisfy the Second Injury Fund's knowledge requirement
- Approves and/or pays bills as appropriate
- Reviews workers claims and conducts investigations to determine if potential for subrogation exists
- Gather information necessary to support viable subrogation claim
- Notifies appropriate parties of subrogation lien
- Secures recovery from responsible parties
- Prepares various type status reports for clients
- Enters recoveries into the claims management system
- Obtains settlement authority from state funds and negotiates compromise settlements with state funds
- Worked productively in fast-moving work environment to process large volumes of claims.
- Examined reports, accounts, and evidence to determine integrity and accuracy of information.
Collections Team Lead
Sevita
12.2017 - 05.2021
- Assist management with career development activities for team members including performance management, informal feedback, training, and resourcing
- Responsible for creating and providing functional and operational reports to executive management that provides essential information to manage the business
- Work with collections management team to drive continuous improvement in the collections process
- Provide process improvement guidance/changes for review by leadership
- Engagement in the innovation and improvement of the processes
- Led and supervised a debt collection team focused on collecting high-risk bad loans
- Scheduled and coordinated repossessions when all else failed
- Teach collectors how to and keep people on the phone
- Perform call monitoring and random call audits
- Assist staff in meeting collections goals
- Resolved disputes between customers and creditors by acting as a mediator between both parties involved
- Served as a point of contact for internal stakeholders seeking assistance or information about collections activities
- Coordinated with other departments within the organization such as sales or marketing teams on initiatives related to collections efforts
- Implemented automated systems designed to streamline processes such as payment reminders or automatic payments
- Monitored daily performance metrics to identify areas for improvement and develop solutions for increasing efficiency
- Identified opportunities for process improvements through analysis of data trends and feedback from customers and team members
- Evaluated current methods used by the team for collecting delinquent accounts and recommended changes where necessary
- Ensured that team members adhered to established policies, procedures, laws, and ethical standards when interacting with customers
- Researched complex cases involving multiple parties or disputed amounts to determine the best course of action for resolution
- Negotiated repayment plans with customers who had difficulty paying their debts in full according to the terms of their agreement
- Maintained comprehensive records of all customer interactions, including payment histories, account status updates, and dispute resolutions
- Established relationships with third-party vendors providing services related to collections operations such as skip tracing software
- Analyzed customer financial information using advanced analytics tools to assess risk levels associated with each account
- Provided guidance to team members on the proper use of collection techniques, resulting in improved customer service satisfaction ratings
- Developed and implemented new strategies for the collection of delinquent accounts, resulting in a 20% increase in collections
- Reviewed incoming requests from external agencies such as law firms or government entities related to debt collection activities
- Utilized problem-solving and critical thinking abilities to assess individual debtor situations and determine the best course of action
- Ensured compliance with applicable laws, such as the Fair Debt Collection Practices Act.
Education
HIGH SCHOOL DIPLOMA -
Parkview Baptist Academy
Houston, TX06.2018
Skills
- Till Counting
- Quality Assurance
- Payment Processing
- Inbound Call Answering
- Personnel Management
- Team Support
- Microsoft Office
- Customer Service Excellence
- HIPAA Guidelines
- Data Communications
- Program Management
- Data Management
- Constructive Feedback
- Accounts Payable and Accounts Receivable
- Call Control
- Team Goals
- Program Leadership
- Document and Records Management
- Customer Retention Strategies
- Call Volume and Quality Metrics
- Negotiation
Certification
- Certified in Microsoft Office Programs (7 years)
- 35 WPM (10+ years)
- Billing (6 years)
- Collections (7 years)
- Organizational Skills (10+ years)
- Excel (10+ years)
- Call Center (10+ years)
- Communications (10+ years)
- Computer Skills (10+ years)
- 10 Key by touch (4 years)
- Obstacle Program
- Invoicing
- SAP
Personal Information
Title: Customer Service Representative
References
References available upon request
Timeline
Claims Representative- Recovery
Sedwick
06.2021 - 02.2024
Collections Team Lead
Sevita
12.2017 - 05.2021
HIGH SCHOOL DIPLOMA -
Parkview Baptist Academy
- Certified in Microsoft Office Programs (7 years)
- 35 WPM (10+ years)
- Billing (6 years)
- Collections (7 years)
- Organizational Skills (10+ years)
- Excel (10+ years)
- Call Center (10+ years)
- Communications (10+ years)
- Computer Skills (10+ years)
- 10 Key by touch (4 years)
- Obstacle Program
- Invoicing
- SAP
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