Shawna Dehner
Fort Atkinson,WI
Summary
Empathetic Account Representative with extensive experience in debt collection and portfolio management. Proven ability to navigate complex debtor resolutions while ensuring compliance with industry regulations. Recognized for maintaining high client satisfaction and fostering collaborative team environments.
Overview
43
43
years of professional experience
Work History
Account Represenative
Professional Collectors Corporation
Fort Atkinson, Wisconsin
11.2021 - 08.2026
- Collected outstanding medical debts from patients and insurance companies.
- Negotiated payment plans with patients to ensure timely debt repayment.
- Reviewed patient accounts to identify discrepancies and resolve issues.
- Educated patients on their financial responsibilities and payment options available.
- Maintained accurate records of all communications and transactions in the system.
- Utilized collection software to track payments and manage patient accounts efficiently.
- Took billing calls, questions and concerns from patients and third party carriers.
- Protected medical office operations and integrity by keeping patient information confidential.
Account Representative
Margraf Collection Agency
Fort Atkinson, WI
08.1994 - 10.2021
- Debt Resolution & Negotiation: Counseled debtors on financial solutions, negotiating full-balance settlements and structuring sustainable payment plans to enhance recovery rates.
- Legal & Litigation Strategy: Identified high-recovery accounts for judgment status and managed small claims and wage garnishments, achieving a 50%+ full-payout rate on litigated files.
- Portfolio Management: Independently manage and route a high-volume portfolio of 6,000+ active collection accounts spanning medical, dental, retail, and commercial debt.
- Compliance & Data Privacy: Maintain strict adherence to FDCPA and HIPAA regulations during all debtor communications, ensuring full legal compliance and data protection.
- Technical Proficiency: Utilize Bloodhound Software for streamlined account tracking, documentation, and reporting, alongside advanced skip-tracing internet tools to locate debtors.
- Cross-Functional Operations: Supported daily agency operations by onboarding new client accounts and processing receipts while advising clients on effective recovery strategies.
- Industry Expertise: Developed deep knowledge of medical terminology, billing structures, and insurance frameworks through the agency's primary hospital contract.
Cashier Clerk & Front Desk Lead
County Market
Jefferson, WI
05.1993 - 08.1994
- Customer Service & Checkout: Operated cash registers efficiently to scan grocery items, process payments, and provide a welcoming front-end experience for customers.
- Front-End Leadership: Led front-end team during non-peak hours, assigning tasks for cleaning, restocking, and organizing to enhance operational efficiency.
- Merchandising & Presentation: Organized and faced inventory on shelves to maintain a neat and appealing storefront, promoting product visibility.
- Department Operations: Supported the produce department by managing inventory, rotating stock to maintain quality standards, and removing damaged goods.
- Assembled and arranged specialty holiday gift baskets to engage customers.
Western Region Administrative Supervisor
Lend Lease Trucks
Newport Beach, CA
08.1988 - 12.1992
- Achieved rapid advancement from entry-level district clerk to western region billing area supervisor through demonstrated performance and leadership.
- Streamlined billing operations across six regional districts, providing expertise on escalated billing issues.
- Team Management & Leadership: Managed a team of four billing specialists, coordinating workflows and ensuring accurate, timely data entry for all regional accounts.
- Maintained daily trip records (DTR) and managed high-volume phone lines while executing clerical functions to enhance office productivity.
Cashier
Navy Exchange
San Pedro, CA
05.1987 - 08.1988
Desk Clerk/Cashier Promoted to Credit Manager
Meyers Jewelers
Vallejo, CA
01.1986 - 03.1987
Receptionist
Coca-Cola
Oakland, CA
12.1984 - 01.1986
Office Clerk
Kinder Pest Control
San Fransisco, CA
07.1984 - 11.1984
Receptionist
Longs Drug Stores Corporate Office
Walnut Creek, CA
07.1983 - 07.1984
Education
Hogan Senior High School
Vallejo, CA01-1983
Skills
- Client relationship management
- Insurance knowledge
- Debt Portfolio Management
- Debt resolution
- Negotiation skills
- Operational efficiency
- Regulatory compliance
- Client Communication
- Issue resolution
- Task prioritization
- Task Prioritization
- Detail orientation
- Conflict resolution
- Agile learning
- Task Prioritization
Timeline
Account Represenative
Professional Collectors Corporation
11.2021 - 08.2026
Account Representative
Margraf Collection Agency
08.1994 - 10.2021
Cashier Clerk & Front Desk Lead
County Market
05.1993 - 08.1994
Western Region Administrative Supervisor
Lend Lease Trucks
08.1988 - 12.1992
Cashier
Navy Exchange
05.1987 - 08.1988
Desk Clerk/Cashier Promoted to Credit Manager
Meyers Jewelers
01.1986 - 03.1987
Receptionist
Coca-Cola
12.1984 - 01.1986
Office Clerk
Kinder Pest Control
07.1984 - 11.1984
Receptionist
Longs Drug Stores Corporate Office
07.1983 - 07.1984
Hogan Senior High School