Summary
Overview
Work History
Education
Skills
Languages
Timeline
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NANCY MORENO

Cape Coral,Florida

Summary

Credit & Collections Specialist with a strong emphasis on team collaboration and goal achievement. Proficient in accounts receivable management and dispute resolution, demonstrating excellent communication, problem-solving, and analytical skills. Dependable professional eager to expand expertise and contribute to company success, known for being hardworking, ethical, and detail-oriented. Willing to tackle any task to support the team and drive business growth. Offers over 30 years of customer service experience and seeks to acquire new skills within your department.

Overview

25
25
years of professional experience

Work History

Credit & Collection Specialist

LCEC
02.2024 - Current
  • Responsible for monitoring and analyzing aging accounts receivable and for the oversight accounts for delinquency to disconnect for non payment and bad debt write off, as well as researching and processing deposits, medical necessity and life support and collection referrals
  • Also contribute to the organization's financial strength by reducing accounts receivables delinquency, combatting electricity theft and meter tampering & improving post disconnect collections recovery
  • Monitor collection processes to ensure expected results on qualifying accounts
  • Track counts of accounts processed, analyze data & notify supervisor of trends and anomalies
  • Initiate a courtesy contact prior to disconnect for non- payment
  • Initiate field & remote disconnect service orders, investigate remote disconnect and reconnect failures, field access issues & safety issues
  • Monitor and track accounts with aging account receivables balances
  • Research accounts with 30,60,90 day arrears; update accounts as needed to expedite collection process
  • Manage accounts with medical necessity and life support conditions
  • Includes processing new applications & renewals and updating account records for outage priority alerts
  • Monitor past due miscellaneous receivable invoices
  • Follow up with other departments or customers to ensure timely payment and cancellation of invoices
  • Conduct research and document investigations into suspected fraud and theft of electric service determine unbilled revenue amounts and tamper fees; prepare documents for prosecution when applicable

Quality Care Specialist

LCEC 2022- 2024
07.2022 - 02.2024
  • Contributed ideas for new initiatives aimed at enhancing quality of care delivered.
  • Handled customer complaints and inquiries for services and products.
  • Monitored calls, documented variances, and addressed concerning responses from reps to members, and educated the rep on a better resolution.
  • Monitored the newly hired class for six weeks after their training to ensure proper customer service.
  • report to supervisor of their continued progress

Customer Support Professional Sr

LCEC
01.2019 - 07.2022
  • Perform required actions to process service requests using established procedures and ensure that service requests and agreements are handled and processed for the Residential, Commercial, Builder department
  • Respond to customer and commercial inquiries by phone, with attention to detail and tact; investigate and correct errors, following customer and company records
  • Answer heavy inbound call volume with a positive and professional tone
  • Maintain acceptable metrics that include: Customer Ready Time, Quality, First Call Resolution and Attendance
  • Utilize multiple software tools to facilitate rapid resolution of customer accounts
  • Maintain effective working relationships with employees and customers at all levels within LCEC
  • Maintain a working knowledge of company policy, corporate Bylaws and other documents related to the Member Equity function
  • Assists clients with paperwork, submit required information and documents to them, and explains company processes

Medical Call Center Representative

Tyson Eye
02.2018 - 10.2018
  • Obtain patient demographics and medical histories to ensure they are properly documented
  • Review patients medical information such as prescription requests
  • Scheduled appointments and provided confirmation telephone calls to ensure patient attendance
  • Follow up on Medical Referrals via Telephone or Fax
  • Provided patients with necessary information regarding facility services & Doctor's availability
  • Verify Insurance plan and explain copay
  • Screened sales calls to ensure limited interruption of health caregiver & management schedules
  • Followed HIPAA rules & regulations and followed office procedures
  • Provided excellent customer service to all patients by knowledgeably answering questions, proactively solving problems & creating a welcoming environment

Call Center Representative

Comcast
11.2000 - 12.2017
  • Accurately and confidently handled customers' inquiries including billing and technical questions
  • Handled escalated cancelation request from customers
  • Solved customers issues by taking a consultative approach to finding custom solutions to their needs, as well as handling potential sale opportunities
  • Resolved problems related to Company products as well as customer equipment
  • Promoted company products and services and made recommendations that meet customer's needs
  • Provided support to customers for billing, repair, retention and sales calls
  • Educated customers and promoted self-service options
  • Corrected discrepancies on customers billing statements and researched customers billing situations when necessary
  • Responded to customer questions and resolved problems by demonstrating favorable image of the organization though an effective use of soft skills and problem solving skills, professional communications and internal/external customer interactions
  • Used multiple tools and systems (billing systems, knowledge based, and technical tools) and applied information to customers
  • Prepared sales order, technician appointments
  • Processed payment information and attempted to collect delinquent account balances

Education

Certified Florida Ready to Work -

01.2019

High school diploma -

Wilby High School
Waterbury, CT

Skills

  • Strong customer support
  • Bilingual
  • MS Excel
  • MS Word
  • IVUE
  • NISC
  • Excel
  • Microsoft Word
  • Effective verbal communication

Languages

Spanish
Native/ Bilingual

Timeline

Credit & Collection Specialist

LCEC
02.2024 - Current

Quality Care Specialist

LCEC 2022- 2024
07.2022 - 02.2024

Customer Support Professional Sr

LCEC
01.2019 - 07.2022

Medical Call Center Representative

Tyson Eye
02.2018 - 10.2018

Call Center Representative

Comcast
11.2000 - 12.2017

High school diploma -

Wilby High School

Certified Florida Ready to Work -

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