Regina Goss

• Led and developed a team of 5-9 customer service agents to enhance service quality.
• Complete a daily supervisor checklist.
• Supervise counter and gate agents, checking in and offloading passengers.
• Ensuring bags are routed properly and setting up bag claims.
• Taking care of passengers during IROP situations.
• Complaint Resolution Official, handling any and all complaints from disabled persons.
• Ground Security Coordinator, making sure the plane and passengers are safe and secure, also handles all security discrepancies.
• Managed staff performance by setting goals and expectations, monitoring progress, providing feedback, and coaching.
• Developed strategies to improve employee engagement and motivate team members.
• Ensured compliance with company policies and procedures related to performance management activities.
• Served as a mentor for new hires in order to help them acclimate into their roles more quickly.

Maintained accurate records of patient care services in order to ensure comprehensive documentation, while working as a CNA/Certified Nurse Assistant/Home health aide.

• Safely assisted patients with ambulation and transfers, prioritizing comfort and safety.
• Performed vital sign assessments, such as taking blood pressure and temperature.
• Documented patient care services by charting in designated areas.
• Reported changes in patient conditions to a registered nurse or physician.
• Answered patient call lights promptly and responded to requests appropriately.
• Observed patients for any physical or emotional changes, and reported findings to medical staff immediately.
• Maintained a clean, safe environment for the patient by adhering to infection control policies and procedures.
• Demonstrated excellent customer service skills when interacting with patients, families, and guests.
• Ensured compliance with HIPAA regulations regarding confidentiality of information.
• Provided assistance with activities of daily living, including bathing, dressing, and grooming.

• Efficiently processed loan applications, ensuring accuracy and compliance.
• Contacted customers to discuss past-due accounts and negotiated payment arrangements.
• Maintained accurate records of all collection activities in the computer system.
• Followed up with customers via phone, mail, or email to ensure timely payments were made.
• Investigated customer complaints and disputes related to billing errors or discrepancies.
• Performed skip tracing activities in order to locate customers who had moved without providing a forwarding address.
• Initiated legal proceedings for delinquent accounts as required by law or company policy.
• Assisted customers in understanding the terms of repayment plans and helped them stay current on their accounts.
• Reviewed account histories and proposed solutions that best met the needs of both parties.
• Prepared reports detailing delinquent account status, payment trends, adjustments, and write-offs.
• Reconciled accounts receivable balances between various systems used within the organization.
• Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
• Promoted to Collection/Finance Manager, doing loan closings, Gap and Insurance claims, managing and motivating a team of eight.