La Shawn Gillespie
Rosenberg,TX
Work Preference
Overview
20
20
years of professional experience
Work History
Debt Collection Specialist
Sunnova Energy Corporation
10.2024 - Current
- Monitored overdue inventory to ensure timely resolution.
- Provide research on customer accounts to other work groups or customers as needed.
- Establish payment arrangements consistent with Company policy to help customers resolve outstanding balances.
- Handle inbound customer telephone calls and provide resolution to these calls to prevent escalations.
- Request updates on outstanding cases, enter new cases, or comment on existing cases as needed for the situation.
- Perform account maintenance including accurate note taking, updating demographics, removing bad phone numbers, etc.
- Demonstrate a good customer service approach with the use of soft skills to ensure that we are keeping our delinquent accounts down while simultaneously providing a positive customer experience.
- Perform other functions as assigned.
Quality Assurance Resource Support
Arise Virtual Solutions
04.2022 - 10.2024
- Support Call Center Agents with call evaluations
- Weekly enhancement session via Zoom weekly and daily communication daily Microsoft via Teams.
- Ensure client policy and procedures are observed.
- Address and discuss behavioral(s) that affect Agent agent metric and make recommendations for improvement.
- Bi-weekly documentation of agent progress on the platform base on agent performance.
- Create training materials for agents to apply as best practice.
Customer Service Representative
Arise Virtual Solutions
04.2020 - 10.2024
- Inbound and outbound call center averaging 75-85 calls a day.
- Acted as a liaison. Provide product/services information, answer questions, track packages, process return/refunds, placed new online orders and resolve any emerging problems that the company customer accounts might face with accuracy and efficiency.
Customer Care Partner Team Lead
Randstad USA
08.2022 - 09.2024
- Administer HR Policies and evaluate performance management of Customer Care Representative
- Excite weekly call evaluations for direct reporting Including side by side and silent listening
- Drive Individual metrics of Customer Care Representative on team Including phone metrics, schedules, quality and case management routines
- Review daily, weekly and monthly statistics for aligned team and provide regular status reports
- Attend weekly client team meetings, quality calibrations and operational health meeting through conference bridge, video conference
- Time and attendance management of all associates on team by tracking absences and tardy days
- Partner with the Customer Care Client Manager to Improve quality of the Customer Care Representative Customer Care team, with a focus on quality and Individual colleague development
- Be visible to Customer Care Client Managers and Site Managers online through virtual tools such as Microsoft Teams, responsiveness to emails, participation In meetings
Reimbursement Coordinator
Healix Infusion Therapy Inc
06.2018 - 12.2019
- Assist with implementing strategies for improving the efficiency in client data
- Set and revenue goals along with training and development of new associates.
- Performs insurance and patient collection of accounts
- Prepare write-off documentation and performs online cash application.
Reimbursement Specialist II
Healix Infusion Therapy Inc
07.2016 - 06.2018
- Performs verbal and written collection activity and with follow-up on outstanding accounts.
- Obtains reimbursement from the carrier or patient in a timely manner.
- Compile necessary information to file an effective appeal.
- Submits appeals with appropriate documentation and timely follow-up to resolution of account.
- Apply discount, bad debt and other A/R adjustments to assure an accurate A/R.
- Review all correspondence daily and responds to all written request.
Senior Workers’ Compensation Collector
American Management Resources
08.2005 - 07.2016
- Performs collection efforts of outstanding workers’ compensation cases with knowledge of legal procedures.
- Negotiate with law offices to obtain required information for court filings.
- File liens, process and submit petitions with other mandated documents for court related upcoming proceedings.
- Training of new employee of inter office workings.
Skills
- Intermediate analytical and mathematical skills
- Ability to analyze and make decisions using available data
- Organizational Skills: Handles details, coordinates tasks, punctual, manages projects effectively, meets deadlines, set goals, multitask
- Interpersonal Skills: Works well with others, supportive, motivates others, shares credit, understands feelings, self-confident, accepts responsibility
- Communication: Writes clearly and concisely, speaks effectively, listens attentively, openly expresses ideas, negotiates/resolves differences, lead group discussions, provides feedback, persuades others, provides well thought-out solutions, gathers appropriate information
- Management Skills: Teach/train, counsels, manages conflict, delegates responsibility, makes decisions, implements decisions, enforces policies
Summary
Professional debt collection specialist with proven experience in recovering outstanding debts and managing collections processes. Skilled in negotiation, conflict resolution, and maintaining compliance with legal and regulatory standards. Strong focus on team collaboration and achieving results, adaptable to changing needs. Known for reliability, professionalism, and effective communication.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Debt Collection Specialist
Sunnova Energy Corporation
10.2024 - Current
Customer Care Partner Team Lead
Randstad USA
08.2022 - 09.2024
Quality Assurance Resource Support
Arise Virtual Solutions
04.2022 - 10.2024
Customer Service Representative
Arise Virtual Solutions
04.2020 - 10.2024
Reimbursement Coordinator
Healix Infusion Therapy Inc
06.2018 - 12.2019
Reimbursement Specialist II
Healix Infusion Therapy Inc
07.2016 - 06.2018
Senior Workers’ Compensation Collector
American Management Resources
08.2005 - 07.2016
Certification
- Texas All-Lines Adjuster License (Active, issued by Texas Department of Insurance)
- Xactimate Level 1 Training (in progress)