Nynetra Leali
Las Vegas,NV
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Willingness to take on added responsibilities to meet team goals. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Account Resolution Specialist
Windham Professionals
Las Vegas, Nevada
08.2019 - 09.2021
- Reviewing accounts on a daily basis and maintaining all work queue and desk assignments, contact borrowers via telephone to attempt debt collection, establish borrower location, contact information via skip tracing,
- Establish borrower's ability and willingness to pay, identifying the appropriate repayment program options available to debtor
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Track report on all account information input into computer database using collections system Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- , Understanding of all federal and state laws with regards to collections policies and procedures
- Used Microsoft Word and other software tools to create documents and other communications.
- Collaborated with team members to achieve target results.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
Medical Collections Specialist
Progressive Management Systems
Las Vegas, Nevada
02.2018 - 05.2019
- Resolved conflicts and negotiated mutually beneficial agreements between parties,
- ,Trained new team members on scripts, company services and collection strategies,
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor,
- Processed billing calls Processed recurring automated payments and credit card payments answered questions from patients and third-party carriers, Collaborated with team members to achieve target results.
- Used data entry skills to accurately document and input statements
- Investigated daily variances and corrected errors to resolve discrepancies Supported customers with invoices, statements and other basic questions
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
- Documented and detailed calls and complaints using call center's CRM database
Collections Service Representativecollection
Collection Consultant Of Nevada
Las Vegas, Nevada
04.2017 - 12.2017
- Handled 120 calls per day to address customer inquiries and concerns
- And outbound calls, assisted customers with a warm and professional attitude, Addressed customer service concerns,
- Performed data entry for customer information Managed customer accounts, Plan a course of action to recover outstanding payments,
- Negotiate payoff deadlines or payment plan, Processed debtor payments and updated accounts to reflect new balance
- Processed debtor payments and updated accounts to reflect new balance investigated and resolve discrepancies in payments or accounts,
- Addressed customer service concerns, resolving issues Advised customers of alternative actions and strategies for debt repayment.
- Listened to customers and negotiated solutions that met creditor and debtor needs, Maintained energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions
Medical Collections Representative
USCB America
Henderson, Nevada
05.2012 - 11.2016
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
- Listened to customers and negotiated solutions that met creditor and debtor needs
- Collected documents and made portfolios for collections accounts
- Trained new team members on scripts, company services and collection strategies
- Achieved performance goals on consistent basis
- Researched accounts and completed due diligence to resolve collection problems
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Negotiated to collect balance in full
- Recorded all information regarding financial status of customers
- Resolved challenging situations with friendly but firm strategies
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices
Education
Associate of Applied Science - CRIMINAL JUSTICE
Heald College - Central Administrative Office
Walnut Creek, CA12.2011
High School Diploma -
Valley High School
Sacramento, CA06.1997
Skills
- FDCPA Compliance
- HIPPA Compliance
- Debt Repayment Negotiation
- Delinquent Account Notification
- Managing Delinquent Accounts
- Problem Solving
- Decision Making Skills
- Multitasking and Prioritization
- Verbal and Written Communication
- Inbound/ outbound Call Center
- Attentiveness
- Time Management Skills
- Credit Card/ Student Loans
- Knowledge of Computer Software
Timeline
Account Resolution Specialist
Windham Professionals
08.2019 - 09.2021
Medical Collections Specialist
Progressive Management Systems
02.2018 - 05.2019
Collections Service Representativecollection
Collection Consultant Of Nevada
04.2017 - 12.2017
Medical Collections Representative
USCB America
05.2012 - 11.2016
Associate of Applied Science - CRIMINAL JUSTICE
Heald College - Central Administrative Office
High School Diploma -
Valley High School
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