Markeda Lewis

• Monitored accounts for compliance with collection policies and procedures

• Handled customer escalations in a professional and courteous manner

• Conducted skip tracing activities to locate delinquent customers

• Participated in regular meetings with management to discuss collection strategies and results

• Managed a portfolio of over 500 delinquent accounts with a value of up to $500,000

• Maintained accurate records of all claims activities in the database system.
• Received, evaluated and processed incoming claims documents.
• Provided support to adjusters during investigation of complex cases.
• Addressed customer inquiries to provide information and explanations on coverage and terms, expediting claims.

• Developed customer service training programs to improve customer service skills

• Analyzed customer data to identify customer preferences and improve customer service

• Scheduled and managed workflow to improve efficiency and customer satisfaction

• Established customer service metrics and monitored team performance against them

• Resolved customer complaints and inquiries in a professional and efficient manner

• Performed data entry and maintained financial records

• Monitored cash flow and prepared cash flow forecasts

• Verified accuracy of financial data and documents

• Performed accounts receivable and accounts payable functions

• Developed and maintained financial databases, spreadsheets, and filing systems

• Reconciled bank statements and analyzed financial data