LoVesha Walton
Summary
Dynamic professional with extensive experience, excelling in client and consumer satisfaction. Proven ability to analyze complex issues and implement effective strategies, enhancing customer experience. Strong communication skills and expertise in process monitoring ensure compliance and efficiency in operations. Committed to developing positive relationships while achieving organizational goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Complaint Resolution Specialist
Bank of America
11.2018 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Analyzed complex account issues to develop tailored solutions for customers.
- Collaborated with cross-functional teams to streamline dispute resolution processes.
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
Collections Specialist II
Bank of America
06.2020 - 08.2024
- Negotiated payment plans with clients, fostering positive relationships while ensuring timely debt recovery.
- Resolved disputes through effective communication, reducing escalations and improving customer satisfaction.
- Managed high-volume collections, ensuring timely follow-up on overdue accounts.
- Analyzed customer account histories to identify patterns and optimize collection strategies.
Collections Specialist I
Bank of America
11.2018 - 06.2020
- Managed collections processes, ensuring timely follow-ups and customer communication.
- Analyzed account statuses to identify trends and implement effective collection strategies.
- Collaborated with cross-functional teams to resolve customer disputes and enhance recovery rates.
- Developed training materials for new hires, streamlining onboarding processes for collections staff.
Medical Records Clerk
Compassionate Care Hospice
06.2016 - 10.2018
- Oversaw daily operations of medical records department, enhancing workflow efficiency.
- Trained staff on best practices for maintaining accurate patient records and documentation.
- Processed incoming documentation, verifying accuracy and completeness of information.
- Coordinated electronic medical record systems for efficient data retrieval and management.
- Managed patient health information to ensure compliance with regulatory standards.
Hospice Certified Nursing Assistant
Compassionate Care Hospice
12.2010 - 06.2016
- Provided compassionate personal care to patients, ensuring comfort and dignity during end-of-life transitions.
- Monitored vital signs and reported changes to healthcare team, facilitating timely interventions.
- Maintained accurate documentation of patient interactions and care provided, ensuring compliance with healthcare regulations.
- Trained new staff on best practices in patient care, fostering a supportive learning environment.
- Developed strong relationships with families, offering emotional support during difficult times of grief and loss.
Education
William Penn High School
New Castle, DEBiological Science Manufacturing Certification - Biological Science Manufacturing
BioConnect DE
Wilmington, DE07-2025
Certified Phlebotomy Technician - Allied Health
Delaware Technical Community College
DE05-2025
Skills
- GMP Compliance
- Cleanroom Protocols
- SOP & GDP Documentation
- Time Management
- Process Monitoring and Control
- Strong Verbal & Communication Skills
Certification
- Biomanufacturing Certification
- Certified Phlebotomy Technician
- HIPPA Training Certification
- Bloodborne Pathogens Certification
- OSHA Training Certification
- Specimen Handling Certification
Timeline
Collections Specialist II
Bank of America
06.2020 - 08.2024
Complaint Resolution Specialist
Bank of America
11.2018 - Current
Collections Specialist I
Bank of America
11.2018 - 06.2020
Medical Records Clerk
Compassionate Care Hospice
06.2016 - 10.2018
Hospice Certified Nursing Assistant
Compassionate Care Hospice
12.2010 - 06.2016
William Penn High School
Biological Science Manufacturing Certification - Biological Science Manufacturing
BioConnect DE
Certified Phlebotomy Technician - Allied Health
Delaware Technical Community College
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