TaLonna Hurt
Princeton,TX
Summary
Driven professional with strong background in providing conflict resolution. Resourceful in gathering relevant information regarding disputes, providing appropriate documentation and guiding both individuals and groups to reach satisfactory agreements and settle complicated issues. Devoted to adhering to ethical guidelines and laws throughout all casework.
Overview
15
15
years of professional experience
Work History
Customer Experience Agent
Toyota Financial Services
08.2022 - Current
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Documented customer interactions in internal database to maintain customer service history details.
- Investigated customer complaints and escalated issues to address critical requests.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
Account Receivables Collector
Airgas
03.2020 - Current
- Identified account risks, potential credit problems, disputes, and other customer issues.
- Generated reports and communicated potential risks to Division Accounts.
- Receivable Supervisor, as well as the Branch Manager, Account Manager and Area Sales Manager.
- Escalated significant matters to Division Accounts Receivable Supervisor.
- Contacted customers regarding invoices/accounts which were past due.
- Provided information, as requested, in order to facilitate a quick remittance.
- Obtained future pay information.
- Reviewed accounts regularly to prioritize collection efforts, based upon factors such as dates and balance amounts.
- Maintained quality relationships with Branch Managers, Account Managers, and Area Sales Managers. These relationships were critical to collection efforts.
- Involved Regional Managers, as necessary, and kept them informed of issues.
- Prioritized portfolio so that collection efforts resulted in maximum benefits.
- Watched for key indicators that a customer account was becoming delinquent.
Billing Representative
United Healthcare Group
09.2021 - 08.2022
- Assessed accounts for payment status and reached out to customers.
- Reviewed and solved account and billing discrepancies.
- Generated and submitted invoices based upon established accounts receivable schedules and terms.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
- Performed quality assurance evaluations of processes and previous bills.
- Received incoming information and entered into database system.
- Reviewed and solved account and billing discrepancies
Data Coordinator III
HireRight
07.2018 - 03.2020
- Responsible for processing and managing data and information provided as a part of delivery Drug and Health Screening Services.
- Interacts with various clients and vendors to facilitate timely resolutions and escalate issues as needed.
- Ability to follow NON-DOT and DOT internal, State and Federally regulated guidelines as they pertain to drug and health screening services.
- Delivered exceptional customer service by analyzing and resolving issues promptly.
- Maintained consistent, high-level of productivity by taking imitative on projects and tasks.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Research background checks educational and criminal for clients and vendors for potential hiring.
Sr. Recovery Specialist
Enterprise Holdings
04.2011 - 11.2017
- Review claim files to determine potential coverage and develop collection strategies
- Initiate appropriate verbal and written communication for the ultimate recovery within 90 days
- Make appropriate internal and external contacts to obtain necessary information
- Gather and evaluate police reports, repair estimates and other related documents
- Effectively negotiate with responsible parties
- Maintain accurate account of collections activity and incoming payments on claim files
- Interpret the facts of loss in conjunction with debtor feedback in order to establish settlement strategy
- Make recommendations for settlement strategy
Team Leader- Customer Service Representative
DIRECTV
08.2009 - 04.2011
- Collaborated with team to encourage open sharing of ideas and solutions. Encouraged open communication and team engagement to improve employee morale. Designated goals and evaluated team progress, noting success and offering team-building exercises. Prevented or resolved conflict before escalation to build stronger team. Leveraged each team members strengths on task assignments, often pairing up individuals to help develop specific skills. Trained employees to follow standard work.
- Resolved customer issues to restore confidence and meet contract terms
Education
High School Diploma -
Will Rogers College High School
Tulsa, OKAssociate of Science - Business Administration
Community Care College
Tulsa, OKSkills
- Interviewing abilities
- Conflict mediation
- Dispute management
- Problem resolution
- Data management
- Leadership
- Training & Development
- Communication
- Organizational skills
- Call Center Operations
- High-energy attitude
- Inbound and Outbound Calling
- Account management expertise
- Analytical
- Collection practices
- Month-end closing procedures
- Records organization and review
- Research and due diligence
- Complaint Handling
- Team Training
- Performance Tracking
- Call center experience
- Conflict Management
- Technical Support
- Database Research
- Escalated call handling
Timeline
Customer Experience Agent
Toyota Financial Services
08.2022 - Current
Billing Representative
United Healthcare Group
09.2021 - 08.2022
Account Receivables Collector
Airgas
03.2020 - Current
Data Coordinator III
HireRight
07.2018 - 03.2020
Sr. Recovery Specialist
Enterprise Holdings
04.2011 - 11.2017
Team Leader- Customer Service Representative
DIRECTV
08.2009 - 04.2011
Associate of Science - Business Administration
Community Care College
High School Diploma -
Will Rogers College High School
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