Summary
Overview
Work History
Education
Skills
Education and Training
Timeline
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Sheridan McAlpin

Glenn Heights

Summary

Collections professional with solid background in optimizing collection processes and increasing recovery rates. Known for fostering collaborative environments and driving results through strategic planning and execution. Reliable and adaptable, skilled in negotiation and team management, ensuring smooth operations and achieving targets.

Overview

10
10
years of professional experience

Work History

Automotive Collections Team Lead

Crescent Bank
08.2022 - 10.2024
  • Assisted in the development of departmental policies and procedures, ensuring standardization of best practices throughout the team.
  • Reduced bad debt write-offs by monitoring high-risk accounts and taking timely corrective actions.
  • Resolved escalated customer disputes through mediation techniques and creative problem-solving approaches that preserved business relationships while recovering due payments.
  • Provided quality assurance reviews on Collections Specialists'' interactions with customers, identifying areas for improvement and coaching opportunities.
  • Enhanced team performance by providing ongoing training and support to Collections Specialists.
  • Recovered outstanding debt by implementing effective collections strategies and maintaining consistent communication with clients.
  • Maintained compliance with federal and state regulations governing debt collection activities, protecting the company from potential legal issues.

Loan Processor

RoundPoint Mortgage Company
09.2020 - 07.2022
  • Provided comprehensive financial guidance to clients, recommending suitable mortgage products based on their needs and goals.
  • Assisted clients in navigating complex mortgage documentation, ensuring a smooth application experience from start to finish.
  • Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
  • Handled any conditions sent from underwriting departments.
  • Contributed to the success of the mortgage team by providing essential support in the areas of loan documentation review, data entry, and client communication.
  • Maintained accurate records of loan processing activities and documents in CRM system.
  • Received on-going, comprehensive training on home loan products and mortgage process.
  • Improved overall organizational efficiency by maintaining accurate electronic files of all mortgage-related documents within company databases.

Customer Service Lead

BroadPath Healthcare
08.2018 - 08.2020
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
  • Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
  • Exceeded performance goals consistently through effective communication and problem-solving skills.
  • Reduced average call handling time through efficient problem diagnosis and resolution techniques.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Developed strategies for improving service quality, increasing overall customer satisfaction ratings.

Customer Service Representative

Maximus
04.2015 - 05.2018
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • 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

Some College (No Degree) - Applied Behavioral Science

LeTourneau University
Longview, TX
09.2027

Skills

  • Strong negotiation skills
  • Debt recovery expertise
  • Call center experience
  • Account management
  • Team leadership
  • Customer service
  • Friendly, positive attitude
  • Flexible and adaptable
  • Active listening
  • Microsoft outlook, word, and Excel
  • Training and mentoring
  • Customer relationship management (CRM)

Education and Training

true

Timeline

Automotive Collections Team Lead

Crescent Bank
08.2022 - 10.2024

Loan Processor

RoundPoint Mortgage Company
09.2020 - 07.2022

Customer Service Lead

BroadPath Healthcare
08.2018 - 08.2020

Customer Service Representative

Maximus
04.2015 - 05.2018

Some College (No Degree) - Applied Behavioral Science

LeTourneau University

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