Lanaveya Graham
Charlotte,NC
Summary
Dependable Collections Specialist successful at meeting high productivity, quality and performance standards. Efficient and competent professional. Hardworking Collections Specialist adept at persuading customers and obtaining payments. Strong researcher with top-notch follow-through and meticulous attention to detail. Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.
Overview
12
12
years of professional experience
Work History
Collections Specialist
First American
07.2021 - Current
- Responsible for collection of medium to complex/difficult accounts and situations
- Responsible for the research and resolution of escalated delinquent customers
- Prepares justification packages to Management regarding the write-off or turn over to a collections agency for severely delinquent customers
- Prepare weekly and monthly updates and status reports of outstanding delinquencies
- Prepare and mail delinquent invoices to customers monthly, as needed.
- Follow rules and regulations of the FDCPA to ensure all transactions are done within the proper guidelines.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Collection Associate
Republic Finance - Charlotte
08.2018 - 06.2021
- Contact responsible parties by telephone to resolve delinquent personal loans
- High Impact and Charge-off focus working manually more than 75% of your workday
- Ability to understand and follow the departments skip trace policy and procedure
- Perform skip-tracing activities, as needed to obtain location information for reaching the responsible party
- Microsoft Excel knowledge and/or experience
- Ability to maintain productivity while working independently
- Contact responsible parties by telephone to resolve delinquent personal loans
- Describe resolution options and benefits to borrowers, negotiating the best possible arrangement
- Respond to collection related inquiries in a prompt and professional manner
- Ability to learn and follow the departments settlement policy and procedure
- Maintain up to date knowledge of collection associate job duties and responsibilities
- Comply with all policies, procedures and relevant federal/state laws and regulations including Fair Debt Collections Practices Act, Telephone Consumer Protections Act, Privacy Act and Federal Information Security Management Act
- Ensure proper system notation is entered for all activity on accounts
- Adhere to flexible schedule as required
- Maintain a professional work demeanor and environment at all times.
- Improved collection rates by implementing effective communication strategies and negotiation techniques.
Collections Representative
Meduit - Charlotte, NC
04.2017 - 06.2018
- Reviewing open accounts for medical collection efforts
- Making outbound collection calls in a professional manner while keeping and improving customer relations
- Resolves client-billing problems and rescues accounts receivable delinquency, applying good customer service in a timely manner
- Collect customer payments in accordance with payment due dates
- Identify issues attributing to account delinquency and discuss them with management
- Review and monitor assigned accounts and all applicable collection reports
- Provide timely follow-up on payment arrangements
- Provide professional training and detailing to new employees.
- Achieved performance goals on consistent basis.
Customer Service Rep
Convergys - Charlotte, NC
04.2015 - 01.2017
- Experience in medical billing, verifying insurance coverage/eligibility, charge entry and calculating contractual reimbursements
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Track, document and retrieve information in call tracking database pharmacy operations, and medical claims
- General knowledge of CPT, ICD-9 and ICD-10 coding
- Knowledge on benefits verification
- Utilize probing and creative problem solving methods to resolve foundational customer inquiries on first contact.
Customer Service Rep
Xerox - Charlotte, NC
10.2014 - 02.2015
- To handle incoming calls or inquiries from prospective customers or clients
- Provides customer additional information or explains services
- Streamlined the enrollment process for increased efficiency and enhanced user experience.
- Conducted comprehensive applicant interviews to determine eligibility and fit for specific programs.
- Updated, entered, and reviewed customer data.
- Discusses products offered and ensures customer satisfaction
- Tactfully handles confrontational or stressful interactions with the public
- Completes supporting paperwork and data entry as required.
Team Leader
Jetstream Ground Services - Charlotte, NC
07.2012 - 10.2014
- Set clear team goals
- Delegate tasks and set project deadlines
- Oversee day-to-day teams' operation and performance
- Do regular performance evaluation
- Create a health and motivating work environment and atmosphere
- Develop a designed and motivating evaluation program
- Communicate with teams about their performance
- Monitor team performance and report on metrics.
Education
High school diploma -
Central Piedmont Community College - Charlotte, NC
05.2019
Garringer High School
06.2010
Skills
- Information Security
- Medical Billing (2 years)
- CPT Coding (2 years)
- ICD-9
- Reliability
- Team Work
- Problem-solving
- Customer service (5 years)
- Credit Reporting Familiarity
- Account Review
- Credit and collections
- Teamwork orientation
- Relationship Building
Additional Information
Communications, Typing, call center, retail sales, collections, management, Microsoft
Timeline
Collections Specialist
First American
07.2021 - Current
Collection Associate
Republic Finance - Charlotte
08.2018 - 06.2021
Collections Representative
Meduit - Charlotte, NC
04.2017 - 06.2018
Customer Service Rep
Convergys - Charlotte, NC
04.2015 - 01.2017
Customer Service Rep
Xerox - Charlotte, NC
10.2014 - 02.2015
Team Leader
Jetstream Ground Services - Charlotte, NC
07.2012 - 10.2014
High school diploma -
Central Piedmont Community College - Charlotte, NC
Garringer High School