Sheridan McAlpin
Glenn Heights,TX
Summary
Pursuing full-time role that presents professional challenges and leverages interpersonal skills,
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
14
14
years of professional experience
Work History
Tax Professional
Internal Revenue Service, IRS
12.2024 - Current
- Analyzed tax returns to ensure compliance with federal regulations.
- Conducted in-depth audits to identify discrepancies and recommend corrective actions.
- Conducted reviews of internal tax documentation, reducing errors related to missed tax benefits.
- Resolved complex tax issues with thorough research and effective communication.
- Managed high-volume caseloads, prioritizing tasks effectively to meet strict deadlines consistently.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Collections Agent/ Team Lead
Crescent Bank
08.2022 - 10.2024
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.
- Maintained high volume of calls
- Negotiated to collect balance in full.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
- Processed payments and applied to customer balances.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
Loan Processor
RoundPoint Mortgage Company
09.2020 - 07.2022
- Remained updated with latest information related to mortgage products and services being offered.
- Managed a portfolio of delinquent loans, ensuring proactive follow-up and successful resolution of accounts.
- Participated in continuous improvement initiatives aimed at enhancing overall mortgage collections operations within the organization.
- Achieved performance goals by consistently meeting or exceeding established metrics related to mortgage collections activities.
- Provided exceptional customer service, addressing borrower concerns and questions regarding loan repayments.
- Conducted thorough audits of escrow files, identifying discrepancies and rectifying them promptly.
- Enhanced productivity by creating detailed checklists for each stage of the escrow process, streamlining workflows within the department.
- Managed a high volume of escrow files, maintaining accuracy and efficiency in the processing of essential documents.
- Coordinated documentation collection to expedite loan processing timelines.
- Reviewed credit reports and financial statements to assess borrower eligibility.
- Ensured accuracy of client information, verifying data collected during the application process and updating records as needed.
- Assisted clients in understanding complex financial documents required for completing their loan applications successfully.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Set up and completed loan submission packages.
Customer Service Lead
BroadPath Healthcare
08.2015 - 08.2020
- Provided guidance on claims processing procedures to ensure timely payments.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Maintained compliance with federal regulations regarding FMLA, ADA, and other relevant laws governing employee benefits.
- Developed training materials for HR staff on benefits administration, elevating departmental knowledge and efficiency.
- Conducted regular performance evaluations for junior staff members, offering constructive feedback and opportunities for growth within the role.
- Optimized the use of electronic claims submission systems to expedite claim processing times.
- Collaborated with healthcare providers to ensure accurate billing and benefit coverage information.
Customer Service Representative
Maximus
04.2011 - 05.2015
- Scheduled appointments for patients using the electronic health records system.
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Collected payments from patients and entered them into the billing system accurately.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Responded promptly to emails, voicemails, and faxes from customers seeking assistance or advice.
- Maintained client confidentiality according to HIPAA regulations at all times.
- Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
- Verified patient demographic information in order to ensure accuracy of data entry.
Education
Bachelor In Architectural Science - Psychology
LeTourneau University
Longview, TXSkills
- Customer service
- Data entry
- Attention to detail
- MS office
- Decision-making
- Documentation and reporting
- Team building and leadership
- Time management
- Goal setting
- Administrative support
- Information verification
- Regulatory compliance
- Loan servicing
- Credit and collections
- Escrow management
- Verbal and written communication
- Benefits explanation
- Benefits interpretation
Timeline
Tax Professional
Internal Revenue Service, IRS
12.2024 - Current
Collections Agent/ Team Lead
Crescent Bank
08.2022 - 10.2024
Loan Processor
RoundPoint Mortgage Company
09.2020 - 07.2022
Customer Service Lead
BroadPath Healthcare
08.2015 - 08.2020
Customer Service Representative
Maximus
04.2011 - 05.2015
Bachelor In Architectural Science - Psychology
LeTourneau University
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