Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Shauntel Morton

Nashville,USA

Summary

Results-driven management professional prepared for leadership roles in branch operations. Leveraged industry insights to streamline processes and improve customer experiences. Known for team collaboration and adaptability, delivering consistent results through effective communication and strategic planning.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

2026
2026
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Twinspires.com
  • Assisted customers in placing horse racing wagers
  • Handled daily balancing and reconciliations of financial transactions
  • Answered inbound calls from customers to assist with inquiries, handled complaints, troubleshoot problems, and facilitate transactions
  • Seasonal opportunity

Assistant Branch Manager

Mariner Finance
  • Personal Loan Consultant.
  • Consumer Collection
  • Skip Tracing
  • Lien and Lien Releases
  • Selling insurance protections.
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
  • Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.

Medical Collection Specialist

Credit Solutions LLC
  • Contacted patients to resolve outstanding balances
  • Exceeded monthly company goal of collections
  • Received inbound calls and made outbound calls to patients
  • Searched and explained claims
  • Setup payment plans, discussed payment options, and disputed accounts when needed
  • Collaborated with insurance companies to expedite claims processing and secure timely reimbursements.
  • Established clear expectations for payment arrangements, minimizing misunderstandings between patients and the practice.
  • Maintained thorough knowledge of billing regulations, keeping the practice compliant with industry best practices.
  • Negotiated payment plans with patients, ensuring timely payments and reducing financial strain on the practice.

Customer Service Representative

Axcess Financial / Check 'n Go
  • Processed loans and financial transactions in accordance with company policies and state/federal regulations
  • Received inbound calls from customers to assist financial with inquiries
  • Responsible for cash handling, bank deposits, and bank pickups
  • Processed Consumer loans
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.

Collections Representative

PROFESSIONAL FINANCIAL SERVICES
  • Assisted in completing and maintaining insurance claims, filing, and record keeping systems
  • Performed collection activities on delinquent accounts
  • Performed Skip Tracking and other locate activities
  • Assisted in Repossession Management
  • Provided excellent customer service and dealer services
  • Acted as a back up to Administrative Assistant to receive loan payments, post payments to customer accounts, and verify insurance and employment
  • Top Collector Consecutively
  • Used skip tracing resources to locate debtors and updated information in company system.
  • Negotiated to collect balance in full.
  • Reviewed collection reports to determine status of collections and amounts of outstanding balances.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Exhibited strong time management skills, prioritizing tasks based on urgency and potential impact on business objectives.
  • Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
  • Proficiently navigated industry-specific software tools for efficient tracking, reporting, and analysis of collection efforts.
  • Handled outbound and inbound calls daily with goal of collecting owed debt.

Patient Account Representative

Fayette Surgical and Associates
  • Maintained accurate and timely collections of balances to ensure a balanced deposit each day
  • Communicated with patients, faculty, students, insurance companies and other departments to resolve patient accounts
  • Resolved system reports such as aged accounts receivable and unallocated payments reports
  • Answered patient questions, inquires and concerns regarding their accounts
  • Temporary position before relocating
  • Posted payments and processed refunds.
  • Reviewed insurance eligibility and verified coverage details to minimize claim denials and delays in payment.
  • Worked with outside entities to resolve issues with billing, claims, and payments.
  • Promoted a positive work environment by actively participating in team meetings and contributing ideas for process improvements.

Branch Manager I

World Finance Corporation of Tennessee
03.2024 - Current
  • Developed and implemented strategies to achieve branch sales targets, resulting in XX% increase in revenue
  • Streamlined processes and procedures to improve operational efficiency by XX%
  • Maintained strong relationships with existing clients, ensuring customer satisfaction and repeat business
  • Identified new business opportunities and developed strategies to expand client base
  • Analyzed market trends and competitor activities to identify potential risks or opportunities for the branch
  • Created marketing campaigns and promotional activities to drive customer engagement and increase brand awareness
  • Managed budget allocation for the branch, optimizing resources while achieving financial targets
  • Resolved customer complaints or issues promptly, maintaining a high level of customer satisfaction
  • Developed and executed branch business plans aligned with company goals/objectives/targets
  • Implemented customer feedback system to gather insights and improve service quality; achieved XX% increase in customer satisfaction scores
  • Managed a portfolio of overdue accounts, consistently meeting or exceeding monthly collection targets
  • Implemented effective strategies to reduce delinquency rates and improve overall collection performance
  • Negotiated payment arrangements with customers to resolve outstanding debts and prevent further escalation
  • Utilized skip tracing techniques and tools to locate debtors and initiate contact for repayment
  • Developed strong relationships with clients by providing excellent customer service during the collections process
  • Collaborated with legal department on complex cases, ensuring compliance with all applicable laws and regulations
  • Conducted thorough investigations into disputed accounts, resolving issues in a timely manner
  • Maintained accurate records of all collection activities, including phone calls, emails, and correspondence
  • Prepared detailed reports on collection efforts, presenting findings to management for review and analysis
  • Identified trends in non-payment or late payments, recommending proactive measures to mitigate future risks
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Maintained friendly and professional customer interactions.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
  • Complied with regulatory guidelines and requirements.
  • Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
  • Consulted customers to boost product sales and services.
  • Examined customer loan applications for loan approvals and denials.

Assistant Branch Manager

Regional Finance
  • Consumer lending
  • Skip Tracing
  • Collections
  • Selling insurance protections
  • Lien
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.

Relationship Banker

SunTrust Bank now Truist
02.2022 - 03.2023
  • In this position I assist clients with their banking and account needs. Opening/closing accounts, Home equity loans, personal loans.
  • Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
  • Strengthened client relationships by providing personalized banking solutions and excellent customer service.
  • Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
  • Assisted customers in achieving financial goals by recommending suitable products and services based on their needs.

Consumer Loan Specialist

Springleaf Financial/ One Main Financial
03.2021 - 02.2022
  • Personal Loan Consultant.
  • Consumer Collection and
  • Skip Tracing
  • Lien and Lien Releases
  • Selling insurance protections
  • Auto financing

Collections Representative

Advance Financial
02.2020 - 03.2020
  • Informed customers of overdue accounts owed and effectively collected payment
  • Reviewed terms of the loan and ensured all customers information was correct
  • Reviewed customers reasons for delinquency and determined if a temporary solution would cure the continuous delinquency
  • Properly documented the discussion that occurred during the call and actions made on the account
  • Completed data entry of the over- the phone billing system for numerous customers
  • Laid-off Due to the Coronavirus Pandemic
  • Processed payments and contracts on accounts.
  • Counseled debtors on payment options and arranged installment agreements.
  • Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
  • Proficiently navigated industry-specific software tools for efficient tracking, reporting, and analysis of collection efforts.
  • Handled [Number] outbound and inbound calls daily with goal of collecting owed debt.

Healthcare Customer Service Representative

Xerox
  • Provided customer service for Humana Rightsource Pharmacy
  • Assisted customers with placing orders for medication
  • Ensured accuracies for deliveries and tracking order medications
  • Contacted physician's offices and researched insurance claims
  • Assisted other customer service reps with their calls for information they were not able to find
  • Escalated calls to proper management and departments
  • Aided and trained new representatives
  • Medicare claims and Knowledge

Skills

  • Insurance Verification
  • Financial services
  • Medical Collection
  • Microsoft Excel
  • Accounts Receivable
  • Consumer Lending
  • Microsoft Outlook
  • Organizational skills
  • Banking
  • Organizational Skills
  • Microsoft Office
  • Data entry
  • Branch operations management
  • Customer relationships

Certification

MLO License

Timeline

Branch Manager I

World Finance Corporation of Tennessee
03.2024 - Current

Relationship Banker

SunTrust Bank now Truist
02.2022 - 03.2023

Consumer Loan Specialist

Springleaf Financial/ One Main Financial
03.2021 - 02.2022

Collections Representative

Advance Financial
02.2020 - 03.2020

Customer Service Representative

Twinspires.com

Assistant Branch Manager

Mariner Finance

Medical Collection Specialist

Credit Solutions LLC

Customer Service Representative

Axcess Financial / Check 'n Go

Collections Representative

PROFESSIONAL FINANCIAL SERVICES

Patient Account Representative

Fayette Surgical and Associates

Assistant Branch Manager

Regional Finance

Healthcare Customer Service Representative

Xerox

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Shauntel Morton