Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

LaQuanda Green

Austell,GA

Summary

Highly enthusiastic customer service representative with 14+ year's client interface experience. Results-driven Customer Services Representative with proven ability to establish rapport with clients. Dedicated in maintaining the customers satisfaction while also contributing to the companies success. Excellent work ethics, goal-oriented, self-motivated and a self starter.

Organized employee eager to apply time to management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Account Resolution Specialist

Walmart.com
03.2022 - 02.2023
  • Upheld strict confidentiality when dealing with sensitive client information as per company policies and regulatory guidelines.
  • Prevented revenue loss by promptly identifying and addressing potential payment delinquencies.
  • Streamlined account resolution processes, leading to increased efficiency and reduced turnaround times.
  • Completed in-depth research to investigate claims and resolve problems.
  • Collaborated with cross-functional teams to identify root causes of customer complaints and develop solutions.
  • Documented all actions performed and interactions with customers.
  • Created detailed documentation for each case handled, ensuring proper record-keeping for future reference or audits purposes.

Account Administration Repo Department

ALS Resolvion
09.2018 - 06.2021
  • Developed highly empathetic client relationships and earned the companies reputation for exceeding the clients expectations
  • Skip traced to find demographic information also location information to locate vehicles in default of loan agreements
  • Developed and maintained departmental budgets.
  • Offered payment options for consumers who were in default
  • Spoke directly to repossession agent to provide information with help located vehicles
  • Exceeded monthly quotas each month, worked several lien holder files.

Account Service Rep

Professional Wellness Solutions
05.2014 - 08.2018
  • 4+ years of medical billing and insurance solutions experience
  • Researched customer accounts and identified errors in billing information.
  • Monitored customer accounts for any discrepancies and took appropriate action as needed.
  • Ensured exceptional client service and quality product offerings
  • Maintained up-to-date knowledge of Insurance policies regarding payments, Deductibles, co-insurance and Co-pays
  • Managed quality communication, customer support and product representation for each client
  • Worked under strict deadlines and responded to service requests.

Collector/Unit Manager

Focus Receivable Management
03.2005 - 01.2014
  • Collected on defaulted 2nd mortgage loans, or lines of credit for banks such as Bank of America and Regions.
  • I worked credit cards, and home equity loans
  • I spoke with realtors and helped with short sales loans in default
  • From October 2008 to December 2008 I was the top collector in the company.
  • Resolved product issues and shared benefits of new ideas and goals
  • Served as main liaison between customers and management.
  • Once promoted I managed a group of five to six collectors each month while also having a personal budget.
  • Making sure employee time sheets, disciplinary reports, assisting other with talk-offs, recording and verifying payments using direct checks and credit card payments
  • Helped with negotiating payments arrangements and settlements
  • Made sure everyone files was managed correctly on a daily
  • Also had 15 minute training sessions each day on keeping everyone sharp on the FDCPA and any others concerns in my unit.
  • Verified customer account balances and processed payments accordingly.
  • Conducted skip tracing to locate missing customers with overdue accounts.
  • Participated in regular meetings with internal staff to discuss strategies for improving collections efforts.

Education

Bachelors - Business and Entrepreneurship

Business and Entrepreneurship

Associates - Social Work

University of Phoenix
01.2013

Skills

  • Billing/Insurance resolution
  • Strong organizational skills
  • Creative problem solver
  • Listening skills
  • Excellent communication skills
  • Strong client relations
  • Credit card processing
  • Billing
  • Conflict resolution
  • Credit
  • Client relations
  • Customer service
  • Workflow Planning
  • Insurance
  • Listening
  • Negotiating
  • Coding
  • Recorded calls
  • Settlements

Certification

  • Customer Service Professional Certificate
  • Leadership Essentials Certificate
  • Top collector Specialist

Timeline

Account Resolution Specialist

Walmart.com
03.2022 - 02.2023

Account Administration Repo Department

ALS Resolvion
09.2018 - 06.2021

Account Service Rep

Professional Wellness Solutions
05.2014 - 08.2018

Collector/Unit Manager

Focus Receivable Management
03.2005 - 01.2014

Bachelors - Business and Entrepreneurship

Business and Entrepreneurship

Associates - Social Work

University of Phoenix
LaQuanda Green