Tammy Volden
La Crosse,WI
Summary
Ability to easily understand and solve technical problems Experienced handling complaints from staff and clients Skilled at evaluating options and generating solutions. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Customer Relations Manager position. Ready to help team achieve company goals.
Overview
3
3
years of professional experience
Work History
Service Account Manager Associate
LHI/Optum Service
02.2022 - Current
- Provide expertise and customer service support to members, customers, and/or providers
- Served as liaison to complex customer base to manage first level response and resolution of escalated issues with external and internal customers
- Identify and resolve operational problems using defined processes, expertise and judgment
- Investigate claim and/or customer service issues as identified and communicate resolution to customers
- Provide feedback to team members regarding improvement opportunities
- Managed over 10+ customer calls per day
- Work well in team settings, providing support and guidance
- Paid attention to detail while completing assignments
- Developed strong communication and organizational skills through working on group projects
- Passionate about learning and committed to continual improvement
- Identified issues, analyzed information and provided solutions to problems
- Learned and adapted quickly to new technology and software applications
- Skilled at working independently and collaboratively in team environment
- Excellent communication skills, both verbal and written
- Strengthened communication skills through regular interactions with others
- Worked flexible hours across night, weekend and holiday shifts
- Self-motivated, with strong sense of personal responsibility
- Worked well in team setting, providing support and guidance
Resolution Specialist
ABR Staffing/LHI
01.2021 - 02.2022
- Provide expertise and customer service support to members, customers, and/or providers
- Managed first level response and resolution of escalated issues with external and internal customers
- Investigate claim and/or customer service issues as identified and communicate resolution to customers
- Managed over 30 customer calls per day
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Participated in team projects, demonstrating ability to work collaboratively and effectively
- Demonstrated high level of initiative and creativity while tackling difficult tasks
- Developed and maintained courteous and effective working relationships
- Self-motivated, with strong sense of personal responsibility
- Managed time efficiently in order to complete all tasks within deadlines
- Demonstrated high level of initiative and creativity while tackling difficult tasks
- Self-motivated, with strong sense of personal responsibility
- Developed strong communication and organizational skills through working on group projects
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
Customer Financial Services Rep
I.C. Systems
07.2020 - 01.2021
- Worked in call center, making outbound calls, and receiving over 50 inbound calls, to collecting on delinquent accounts
- Help consumers with setting up settlements or payment arrangements to resolve outstanding balances
- Use friendly, ethical, and effective ways to negotiate
- Establish rapport while communicating in consumer-friendly manner
- Achieve monthly and quarterly goals
- Developed and documented collection procedures and policies to comply with government regulations
- Worked with customer to create debt repayment plan based on current financial condition
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Listened to customers and negotiated solutions that met creditor and debtor needs
- Researched billing errors and discrepancies to initiate corrective action
- Documented customer payment interactions and account statuses for future reference
- Responded to customer inquiries and provided detailed account information
- Maintained accurate records of customer accounts, payments and payment plans
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers
- Verified compliance with relevant laws, regulations and best practices related to customer account management
- Established relationships with customers to encourage payment of delinquent accounts
- Processed debtor payments and updated accounts to reflect new balance
- Collected on delinquent accounts to reduce overdue balances
- Entered client details and notes into system for interdepartmental access and review
- Maintained high volume of calls and met demands of busy and productive group
- Used scripted conversation prompts to convey current account information and obtain payments
- Contacted customers to discuss past-due accounts and negotiated payment plans
Education
Associate of Applied Science - Early Childhood Education
Western Wisconsin Technical College
05.2006
Associate of Applied Science - Developmental Disabilities
Western Wisconsin Technical College
05.1999
High School Diploma - undefined
Viroqua High School
05.1994
Skills
- Organizational Systems
- Process Improvement Initiatives
- Operational Efficiency
- Team Interaction
- Professional Relationships
- Client Resolution
- Interpersonal Communication Skills
- Negotiation and Conflict Resolution
Timeline
Service Account Manager Associate
LHI/Optum Service
02.2022 - Current
Resolution Specialist
ABR Staffing/LHI
01.2021 - 02.2022
Customer Financial Services Rep
I.C. Systems
07.2020 - 01.2021
Associate of Applied Science - Early Childhood Education
Western Wisconsin Technical College
Associate of Applied Science - Developmental Disabilities
Western Wisconsin Technical College
High School Diploma - undefined
Viroqua High School
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