Tekia Danner
Montgomery,Alabama
Summary
Seasoned Collections Specialist excited to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems. Offering 7-years of success in customer service positions. My workforce skills also include a medical background which was achieved through providing services to staff and patients in health care environment
Overview
8
8
years of professional experience
Work History
Credit Collections Specialist
Eversource Utility Company (Alorica)
Montgomery, Alabama
10.2021 - Current
- Adhered to legal, corporate and regulatory procedures for safety and security of customer assets
- Offering options through state government agencies and funding to assist with resolving accounts to prevent disconnection of service or to retain services
- Educated customers about balances and delinquency issues with detailed documentation of identified problems
- Rescued accounts receivable delinquency with good customer relations skills and expert knowledge of available payment options
- Compared, evaluated and recommended possible finance resolution solutions based on customer needs.
Chat Support Representative
Verizon (Afni Inc)
Opelika, Alabama
12.2020 - 09.2021
- Obtained specialist help for customers through in-system escalations
- Increased company revenue by cross-selling products to new and existing customers
- Offered prompt, courteous and accurate information to customers requesting assistance via web-based chat
- Met quotas for performance and one-contact resolutions for most issues
- Processed customer exchanges, refunds and bill adjustments to correct product or service problems
- Set up customer accounts in system and updated details to reflect current information
- Compared disputed merchandise with original requisitions and information from invoices to prepare invoices for returned goods
- Determined charges for services requested, collected deposits and payments, or arranged for billing
- Collaborated with internal departments to find resolutions and conduct further research on customer account.
Customer Service Representative
Atlantic City Electric (Convergent Resources)
Montgomery, Alabama
01.2020 - 12.2020
- Met personal, team and company goals in customer service environment
- Answered phones and resolved customer issues and complaints in fast paced call center environment.
- Assisted customers with electric and gas resources to maintain essential services.
- Built trusting relationship with consumers to deliver resolutions to at hand issues.
- Managed customer calls efficiently in fast-paced call center environment
- Handled customer inquiries, payments and service requests
- Navigated multiple computer systems and utilized search tools to find information
- Posted payments, reconciled invoices and created billing statements
- Resolved billing problems using successful communication with involved parties
- Researched discrepancies and applied analytical approach to tracing and resolving billing challenges
- Verified and corrected billing data, independently resolving errors
- Answered mail or telephone inquiries regarding rates and procedures.
Banking Customer Service Representative
Bank of America (Sykes Enterprise)
Montgomery, Alabama
06.2018 - 12.2019
- Processed customer interactions for banking institution regarding financial transactions including payments, checks, deposits, and currency exchanges.
- Answered inbound/outbound calls in call center environent.
- Kept records of customer interactions or transactions, recording details of inquiries and actions taken
- Determined charges for services requested, collected deposits and payments, or arranged for billing
- Contacted customers to respond to inquiries or notify of claim investigation results or adjustments
- Recommended actions based on institutional policies to resolve fraudulent activities and prevent recurrence
- Backed up fraud team members with secondary reviews of records related to suspected fraudulent activities
- Met service level agreement standards by executing service requests, transactions and queries
Patient Account Representative
Health Services Inc
Montgomery, Alabama
05.2016 - 08.2020
- Helped patients set up payment options and applications for medical appointments and procedures
- Prevented non-payment issues through proactive payment plans for patients with outstanding balances
- Advised patients on available services and community resources, based on current information
- Communicated with physicians and medical providers to clarify and facilitate clinical requests
- Obtained and updated patient personal and financial information
- Greeted and directed patients and families to testing and surgical areas
- Verified insurance eligibility and referral authorization.
- Applied appropriate diagnosis and procedure codes using 3-M coding software and book
- Scanned medical records and processed Release of Information forms
- Registered, scheduled and checked in patients with accurate use of [Software] electronic record system
- Maintained compliance with HIPAA regulations to safeguard patient privacy
- Performed after-hour responsibilities, assisting patients with urgent medical concerns.
Education
Diploma -
Sidney Lanier High School
05.2016
Did not complete -
Alabama State University
Skills
- Delinquency Prevention
- Outbound Calling
- Customer Service
- De-Escalation Techniques
- Various payment processing types
- Account Management
- Data Collection
- Consultative Sales
- Appointment Scheduling
- Data Entry
- Insurance Verification
- Registration and Admissions
- HIPAA Compliance
- Problem-Solving
- Patient Registration
- Referral Verification
- Medical Terminology
- Phone Reception
- Patient Health Information Access
- Clinical Support
- Call Center Background
- Billing Practices
Languages
English, Native
Languages
English
Full Professional
Timeline
Credit Collections Specialist
Eversource Utility Company (Alorica)
10.2021 - Current
Chat Support Representative
Verizon (Afni Inc)
12.2020 - 09.2021
Customer Service Representative
Atlantic City Electric (Convergent Resources)
01.2020 - 12.2020
Banking Customer Service Representative
Bank of America (Sykes Enterprise)
06.2018 - 12.2019
Patient Account Representative
Health Services Inc
05.2016 - 08.2020
Diploma -
Sidney Lanier High School
Did not complete -
Alabama State University
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