Toccarra Flow
College Foundation Inc.
Raleigh,NC
1
Certification
25
years of professional experience
Results-oriented professional prepared for role in collections. Skilled at managing overdue accounts and implementing collection strategies that enhance recovery rates. Known for excellent collaboration and adaptability, ensuring seamless team operations and goal attainment. Proficient in communication and problem-solving, valued for reliability and flexibility.
Work History
Collection Representative/ Call Center Counselor
7 Years 4 Months- Supporting CFI customers by utilizing tools provided to deliver superior service and assistance.
- Provided routine servicing to borrowers according to CFI management instructions.
- Handling incoming and outgoing phone calls to students and to NC Assist students.
- Reviewed claims to determine potential approvals or denials.
- Assisted management with various tasks and performed additional duties.
- Identify appropriate use of federally mandated borrower options, including deferment, alternative repayment options and forbearance.
- Processing returned mail in a manner that meets federal requirements.
- Answered inquiries about loan programs and conducted follow-up activities to enhance customer satisfaction.
- Provided support for account inquiries and updates. Handling inbound calls/emails regarding 529 plan inquiries, including password resets, account updates, and navigation assistance.
- Transaction Processing: Processing contributions, rollovers, and qualified withdrawals/distributions in accordance with IRS regulations.
- Educated clients on investment options, tax benefits, and plan rules to ensure informed participation.
- Relationship Management: Building rapport with clients to ensure high-quality service and retention.
- Monitored processes to ensure compliance with regulations. Ensuring all actions follow company, state, and federal regulations.
Warehouse Associate
2 Years 5 Months- Sorting & Scanning: Scanning barcodes, sorting packages by destination, and preparing them for delivery.
- Material Handling: Lifting, pushing, pulling, and stacking packages, often on pallets.
- Facility Operations: Working with machinery, such as conveyors, and operating pallet jacks.
- Safety Focus: Adhering to safety protocols, including wearing safety footwear and following daily safety tips.
- Physical Activity: Standing, walking, pushing, pulling, squatting, bending, and reaching for the duration of the shift.
- Environment: Noise levels can be high, and temperatures can vary.
- Flexibility: Shifts may vary, including mornings, evenings, nights, and weekends.
Late Stage Mortgage Specialist
3 Years 11 Months- Displayed an exceptionally high level of customer service to borrowers in regard to account inquiries.
- Resolved conflict and delinquency.
- Responsible for managing and resolving delinquent loans and all aspects of servicing the delinquent loans.
- Confirm accuracy and completeness of customer information, Review and update transaction files to ensure compliance.
- Work efficiently where priorities and guidelines change constantly.
- Maintain Quality Assurance as defined by company standards.
- Communicate with delinquent borrowers via telephone and written correspondence to determine the reason for delinquency.
- Handling retention and liquidation options.
- Making outbound collection calls in a professional manner while keeping and improving customer relations. Resolves client-billing problems and rescues accounts receivable delinquency, applying good customer service in a timely manner.
- Ability to use IBM Watson, a supercomputer artificial intelligence and sophisticated analytical software for optimal performance as a “question answering machine.
Customer Service Representative
1 Year 3 Months- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
- Responsible for maintaining a professional and satisfied relationship with clients and customers by providing product and service troubleshooting while educating about the features and benefits of their purchase/subscription.
- Support for existing and potential customers who have questions and concerns about a product or service.
Patient Account Representative
1 Year 5 Months- Facilitated patient inquiries, resolving billing issues and enhancing customer satisfaction.
- Coordinated with insurance providers to verify coverage and obtain authorizations for services.
- Analyzed patient accounts, ensuring accuracy in billing statements and payment processes.
- Helped customers understand and fill out applicable forms.
- Provided guidance to patients on available payment options, working with them to establish a feasible plan for covering their financial obligations.
Claims Specialist
3 Months- Enrolling people in with insurance, helping them out with choosing the right plan for them and love ones.
- Taking payments (collections), Clearing of the bill by taking payment by phone.
- Overriding prices that may be a problem for the customers, if they need a prescription before time.
- Respond to incoming patient calls and initiate outbound calls to patients using our automated dialing system.
QA (Lab Tech)
3 Months- Test products before shipping to make sure they were safe for sale.
- Expect lines before starting making sure no dirt or broken glass were on the line.
- Check labels and product before sale making sure they were straight and pasted good.
Check Weigh
7 Years 1 Month- Weigh each jar containing product packed by another worker.
- Wrapped and packaged product for shipment and delivery.
- Discarded and routed defective products and contaminants for rework and reuse.
- Tested samples, materials and products, using test equipment.
Education
Bachelor of Science - Organizational Management
Skills
Team player
Goal oriented
Team collaboration
Mathematics skills
Data entry
Credit analysis
Recording data
Debt negotiation
Financial counseling
Certification
- Licensed North Carolina Notary Public - April 2022
Timeline
Warehouse Associate
Amazon Sortation Center
11.2023 - 04.2026Read More
Collection Representative/ Call Center Counselor
College Foundation Inc.
03.2019 - CurrentRead More
Late Stage Mortgage Specialist
IBM/Seterus
04.2015 - 03.2019Read More
Customer Service Representative
Securus
10.2013 - 01.2015Read More
Patient Account Representative
UNC Health Wayne
09.2011 - 02.2013Read More
Claims Specialist
Humana
10.2010 - 01.2011Read More
QA (Lab Tech)
Bay Valley
05.2009 - 08.2009Read More
Check Weigh
Mt.Olive Pickle Company
01.2002 - 02.2009Read More
SAINT AUGUSTINE’S COLLEGE
Bachelor of Science from Organizational Management
Read More