Laticia Jackson
Wesley Chapel
Summary
Results-driven Collection Specialist with expertise in payment negotiation and delinquent account resolution. Proven track record in achieving quality assurance goals while enhancing customer satisfaction.
Overview
9
9
years of professional experience
Work History
Collection Specialist
JPMorgan Chase & Co
Tampa
08.2024 - Current
- Manage-high-volume inbound and outbound customer interactions regarding delinquent accounts.
- Analyze customer financial situations and recommend appropriate payments solutions.
- Negotiate payment arrangements while maintaining compliance with company policies and regulations.
- Consistently meet quality assurance productivity, and customer satisfaction goals
- Resolve complex account issues through active listening, problem-solving, and effective communication
Claims Examiner
ImageNet
Tampa
03.2024 - 08.2024
- Review and evaluate insurance claims for accuracy, completeness, and compliance.
- Investigate discrepancies and resolve claim-related issues through detailed analysis.
- Maintain accurate documentation and records while meeting productivity standards.
- Apply medical billing and coding knowledge to support claim adjudication processes.
- Prioritize multiple claims and deadlines while maintaining quality and accuracy.
- Collaborate with providers, patients, and insurance carriers to facilitate claim resolution
Customer Service Representative
TCS - Transamerica
10.2022 - 03.2024
- Assisted agents and customers with policy information, coverage options, and account inquiries.
- Resolved customer concerns and escalations, contributing to a 30% improvement in customer satisfaction.
- Maintained a 97% customer satisfaction rating.
- Handled high-volume call queues while meeting quality and performance standards.
- Improved quality assurance performance from 65% to 90% through attention to detail and process adherence.
Business Assistant
Heartland Dental
Riverview
06.2017 - 08.2020
- Streamlined insurance claims management, contributing to increased revenue.
- Coordinated patient scheduling, insurance verification, billing, and collections to ensure seamless operational flow.
- Resolved patient concerns, fostering high levels of satisfaction and loyalty.
- Supported office operations while maintaining accurate records and compliance standards
Education
High School Diploma -
King High School
Tampa06-2004
Skills
- Delinquent account resolution
- Payment negotiation
- Customer account management
- Claim adjudication
- Financial analysis
- Customer relationship management
Timeline
Collection Specialist
JPMorgan Chase & Co
08.2024 - Current
Claims Examiner
ImageNet
03.2024 - 08.2024
Customer Service Representative
TCS - Transamerica
10.2022 - 03.2024
Business Assistant
Heartland Dental
06.2017 - 08.2020
High School Diploma -
King High School