TERESA JELKS
Portland,OR
Summary
Account Resolution Specialist with over 10 years of expertise in managing complex accounts and enhancing customer satisfaction. Demonstrates exceptional conflict resolution and negotiation skills, effectively reducing delinquency rates and fostering long-term client relationships. Adept at training team members and implementing innovative strategies to optimize collections processes, driving performance improvements and achieving organizational goals.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Account Resolution Specialist
R1
07.2024 - 05.2025
- Resolved customer inquiries efficiently, leading to substantial improvements in customer satisfaction ratings and reduced complaint resolution times.
- Partnered with cross-functional teams to streamline account processes, enhancing overall workflow and ensuring timely resolution of client issues.
- Analyzed account discrepancies to identify root causes, implementing corrective measures that reduced errors and improved financial accuracy.
- Developed a comprehensive tracking system for account resolutions, enabling better monitoring of progress and facilitating quicker responses to client needs.
- Provided empathetic support to clients, fostering trust and loyalty through attentive communication and personalized service.
- Enhanced account resolution processes, reducing resolution times and significantly boosting client satisfaction metrics.
- Insurance navigation medical and motor vehicle
- Conducted root cause analysis on account discrepancies, implementing strategies that led to marked gains in financial accuracy.
- Partnered with cross-functional teams to optimize workflow, ensuring timely and effective resolution of client issues.
- Streamlined tracking systems for account resolutions, improving response times and facilitating measurable improvements in client engagement.
- Streamlined account resolution processes, significantly enhancing efficiency and reducing resolution times, leading to improved client satisfaction.
- Partnered with cross-functional teams to enhance workflow, ensuring timely issue resolution and fostering a culture of shared accountability.
- Conducted detailed root cause analyses on account discrepancies, implementing corrective measures that markedly improved financial accuracy.
Account Resolution Specialist
Providence Health & Services
10.2016 - 07.2024
- Monitored aging accounts and reached out to customers to discuss payments.
- Documented all actions performed and interactions with customers.
- Assessed individual situations and developed effective and appropriate resolutions.
- Negotiated arrangements to manage defaults, payment plans or full remittance of balance owed.
- Counseled debtors on payment options and arranged installment agreements.
- Handled outbound and inbound calls daily with goal of collecting owed debt.
- Trained new team members on scripts, company services and collection strategies.
- State and motor vehicle Insurance authorization and verification specialistStreamlined account monitoring processes, enhancing payment retrieval efficiency and contributing to a noticeable increase in collection rates.
- Fostered teamwork by training new hires on effective collection techniques, resulting in improved team performance and knowledge retention.
- Evaluated client situations to tailor payment plans, creating meaningful resolutions that reduced default rates and strengthened client relationships.
- Counseled clients on diverse payment options, successfully negotiating agreements that led to substantial improvements in debt recovery.
- Maintained a positive communication approach during customer interactions, ensuring a supportive environment that encouraged timely payments.
- Streamlined account monitoring processes, enhancing payment retrieval efficiency and contributing to noticeable increases in collection rates.
Collections Specialist 1
US Bankcorp
10.2014 - 10.2016
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Recorded all information regarding financial status of customers.
- Achieved performance goals on consistent basis.
- Discussed options with delinquent clients in terms of proposed solutions or foreclosure.
- Negotiated to collect balance in full.
- Researched accounts and completed due diligence to resolve collection problems.
- Handled Number outbound and inbound calls daily with goal of collecting owed debt.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Maintained high volume of calls and met demands of busy and productive group.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Customer Service Specialist
AT&T
09.2000 - 01.2009
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
- Devised innovative strategies to improve customer satisfaction scores and meet company goals.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Described product highlights and benefits to help guide purchasing decisions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained financial accounts by processing customer adjustments.
- Collaborated with shipping department staff to facilitate smooth materials returns to correct vendors.
- Carried out opening and closing functions to meet operational needs underpinning strong customer service.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Recorded product or service failure complaints and notified appropriate departments.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
Education
Winterstein School
Sacramento, CASkills
- Information gathering, Collections, Call center experience, Scripted responses, Persuasion techniques, Performance improvements, Operations monitoring, Multitasking Abilities, Conflict resolution Remote work
Certification
Certificates:
Communication skills
Leadership skills development and management
Data entry
Timeline
Account Resolution Specialist
R1
07.2024 - 05.2025
Account Resolution Specialist
Providence Health & Services
10.2016 - 07.2024
Collections Specialist 1
US Bankcorp
10.2014 - 10.2016
Customer Service Specialist
AT&T
09.2000 - 01.2009
Winterstein School