Norma Avalos
San Bernardino
Summary
Experienced Collections Specialist with a strong track record in debt recovery and customer negotiation. Consistently exceeded recovery targets, enhancing accounts receivable while ensuring strict compliance with FDCPA regulations. Excelled in cross-departmental collaboration to resolve complex issues and streamline documentation. Passionate about optimizing customer interactions and maintaining high regulatory standards in collection processes.
Overview
29
29
years of professional experience
1
1
year of post-secondary education
Work History
Account Resolution Specialist
Wells Fargo
02.2020 - 08.2025
- Oversaw outreach to delinquent customers through multiple channels, facilitating overdue payment recovery.
- Negotiated tailored payment plans aligned with debtors' financial situations, ensuring adherence to company policies and federal regulations.
- Collaborated with Billing, Legal, and Customer Service to address complex issues and confirm account balances, documenting all interactions in CRM systems.
- Achieved monthly recovery targets, improving accounts receivable aging.
- Maintained comprehensive records of collection activities.
- Ensured compliance with FDCPA regulations.
Master Scheduler
Kaiser Permanente
02.2006 - 01.2017
- Oversee scheduling operations for Optometry and Family Medicine departments, including hospital call rotations and special procedure rooms in the Inland Empire.
- Develop checks and balances for timely communication of schedule changes.
- Ensure compliance with local, state, and federal laws regarding patient confidentiality and deliver exceptional customer service to Kaiser Permanente patients.
- Established efficient scheduling processes, enhancing operational flow.
- Implemented communication protocols, reducing scheduling errors.
- Fostered compliance with healthcare regulations, safeguarding patient information.
- Championed customer service initiatives, improving patient satisfaction.
Appointment Clerk
Kaiser Permanente
10.1996 - 02.2006
- Served as primary contact for member assistance, scheduling appointments using complex applications.
- Managed high call volumes while applying critical thinking to guidelines.
- Prioritised member needs and offered suitable alternatives.
- Handled challenging interactions with tact.
- Coordinated appointment scheduling across multiple platforms.
- Transferred incoming calls and composed mediates for team support.
- Delivered accurate information to the KP team as needed.
Education
Certificate - Medical Billing & Coding
Las Vegas College
Las Vegas, NV 01.2003 - 03.2004
Skills
- Debt Recovery Expert
- Customer Negotiation Expert
- Compliance Management Expert
- Accounts Receivable Expert
- Team Collaboration Expert
- Customer Service Expert
Professional References
- Jacqueline Diaz/Supervisor/Cell#: 909-855-6474/Email: jdiaz506@aol.com
- Cheryl Stephen/State Farm Agent/Cell#: 951-206-3753/Email: clsishome@aol.com
Timeline
Account Resolution Specialist
Wells Fargo
02.2020 - 08.2025
Master Scheduler
Kaiser Permanente
02.2006 - 01.2017
Certificate - Medical Billing & Coding
Las Vegas College
01.2003 - 03.2004
Appointment Clerk
Kaiser Permanente
10.1996 - 02.2006