Natasha Lopez
Jacksonville,FL
Summary
Client-oriented specialist with over 10 years of experience in high-touch support and complex issue resolution. Expertise in problem-solving, managing escalated concerns, and ensuring clear communication in fast-paced environments. Collaborated across teams to address customer issues, uphold accurate documentation, and enhance client satisfaction.
Overview
13
13
years of professional experience
Work History
Owner/Operator Collections Specialist
Amass Solutions
Fort Lauderdale, Florida
09.2018 - 02.2026
- Communicate directly with customers regarding sensitive financial matters while maintaining professionalism, empathy, and strong customer relationships.
- Managed high volume of customer accounts, delivering timely support and tailored problem resolution.
- Developed and implemented strategies enhancing account resolution, increasing operational efficiency and customer experience.
- Researched account discrepancies, identifying solutions through thorough account review and independent decision-making.
- Maintain accurate documentation of customer interactions, account activity, payment arrangements, and resolutions.
- Train and mentor team members on customer communication, account management, and problem-resolution procedures.
Collections Manager
Qualcare Medical Group
01.2016 - 09.2016
- Delivered professional customer service during sensitive financial conversations, clarifying available solutions to enhance customer understanding.
- Maintained accurate records and reports on account activity and customer resolutions, contributing to informed team performance assessments.
- Developed procedures to improve consistency and efficiency in resolving outstanding accounts.
- Assisted team members in navigating difficult customer interactions and complex account situations, fostering a supportive work environment.
Medical Billing and Collections Specialist
Rea Medical Consulting & Collections
01.2016 - 08.2016
- Reviewed customer and patient accounts for accuracy, documentation, and compliance requirements.
- Collaborated with healthcare providers to investigate and resolve billing discrepancies, ensuring timely reimbursement.
- Researched account issues and coordinated solutions between customers, providers, and internal stakeholders.
- Identified workflow improvements to streamline claims and account processing, enhancing overall operational efficiency.
- Maintained detailed, accurate records while managing multiple accounts, supporting effective billing operations.
HR Team
Phlebotek Solutions
02.2014 - 03.2015
- Facilitated daily team operations in fast-paced professional environment.
- Collaborated with team members to address diverse business needs while working independently.
- Adapted quickly to changing priorities, procedures, and new responsibilities.
- Delivered professional communication and support to enhance team collaboration.
- Assisted with operational needs while maintaining accuracy, organization, and responsiveness.
- Demonstrated strong personal responsibility, reliability, and willingness to support the team where needed.
Call Center Representative
In Channel Marketing
02.2013 - 09.2014
- Handled high-volume inbound and outbound customer interactions, ensuring adherence to service standards and enhancing customer satisfaction.
- Addressed customer questions and concerns, efficiently identifying solutions to improve overall customer experience.
- Engaged with customers to understand individual needs, delivering personalized assistance that fostered loyalty.
- Balanced multiple customer interactions and responsibilities in a fast-paced call-center environment.
- Built positive customer relationships through clear communication, responsiveness, and problem-solving.
- Managed scheduling and appointment confirmations while maintaining organized customer information.
Education
Associate of Arts - Business
Broward College
Fort Lauderdale, FL08-2014
Skills
- Account Management
- High-Volume Customer Support
- Process Improvement
- Client relations
- Task prioritization
- Independent Problem-Solving
- Fast-paced environments
- Written & Verbal Communication
- Conflict Resolution
Timeline
Owner/Operator Collections Specialist
Amass Solutions
09.2018 - 02.2026
Collections Manager
Qualcare Medical Group
01.2016 - 09.2016
Medical Billing and Collections Specialist
Rea Medical Consulting & Collections
01.2016 - 08.2016
HR Team
Phlebotek Solutions
02.2014 - 03.2015
Call Center Representative
In Channel Marketing
02.2013 - 09.2014
Associate of Arts - Business
Broward College