Tracy Bedwell
Bethlehem,GA
Summary
Dynamic professional with a proven track record in debt recovery and customer service, exemplified during my tenure at Hollis Cobb and Associates. Skilled in negotiation and resolution, I effectively increased cash flow and enhanced client satisfaction. My assertive approach and excellent communication skills drive successful outcomes, maintaining professionalism and empathy in high-pressure environments.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Medical Collection Agent
Hollis Cobb and Associates
12.2015 - 06.2018
- Utilized various tools and software systems to efficiently manage workload and improve overall productivity within the collections department.
- Prepared detailed reports on collection activities, identifying trends or areas requiring additional attention for management review.
- Enhanced customer satisfaction by providing empathetic support, understanding their financial situations, and offering tailored solutions.
- Reduced bad debt losses through proactive collection efforts and accurate account monitoring.
- Minimized credit exposure risks by providing insightful recommendations on credit extensions or adjustments based on debtor evaluations.
- Increased cash flow for the company with timely follow-ups and consistent communication with delinquent accounts.
- Improved debtor repayment rates by negotiating payment plans and settlements effectively.
- Reconciled debtor accounts regularly by verifying payments made against outstanding balances as well as resolving discrepancies when necessary.
- Developed positive rapport with clients through professionalism and empathy, fostering long-term relationships and preventing potential legal disputes.
- Conducted thorough research to locate hard-to-find debtors for successful collections.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Collected on delinquent accounts to reduce overdue balances.
- Identified and contacted customers with overdue accounts to address payment status.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Processed debtor payments and updated accounts to reflect new balance.
Collections Agent
Vital Asset Solutions
07.2012 - 12.2015
- Maintained high volume of calls and met demands of busy and productive group.
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Negotiated to collect balance in full.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Processed payments and applied to customer balances.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Assisted in training new hires on department procedures, system navigation, and best practices for successful collections.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Streamlined the collections process for increased efficiency with detailed record-keeping and timely followups.
- Maximized revenue recovery through diligent research, verification of debtor information, and persistent contact efforts.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Used skip tracing and other techniques to locate debtors.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Entered client details and notes into system for interdepartmental access and review.
- Worked with customer to create debt repayment plan based on current financial condition.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Responded to customer inquiries and provided detailed account information.
Marketing Associate
Reserve at Ivy Creek Aoartments
09.2011 - 07.2012
- Planned and executed events and marketing programs to increase qualified leads.
- Supported the design process of various promotional materials including brochures, flyers, banners, and advertisements.
- Established and managed relationships with external data providers and research vendors.
- Collaborated with cross-functional teams to develop and implement market research strategies.
- Researched and evaluated potential new markets and products.
- Improved customer engagement, organizing and hosting successful promotional events.
- Enhanced online presence with creation of engaging content, attracting larger audience.
- Negotiated with vendors for services and materials, reducing marketing costs without compromising quality.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Organized and detail-oriented with a strong work ethic.
Outbound Csll Center Representative
Specialty Directory Distribution Service
06.2008 - 09.2011
- Exceeded daily outbound call quotas while maintaining high levels of customer satisfaction and engagement.
- Provided ongoing feedback for management regarding customer needs, preferences, and trends to inform future marketing efforts.
- Enhanced company reputation by addressing customer concerns and resolving issues promptly.
- Executed outbound Type calls and converted Number% of calls into sales.
- Followed up with customers to confirm satisfaction with purchases and resolve last-minute issues.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Reduced average call handling time without sacrificing quality through efficient use of resources and multitasking abilities.
- Followed-up on leads produced by outbound marketing campaigns based on established criteria.
- Made average of Number outbound and inbound calls per day.
- Implemented upselling techniques to increase revenue and move product.
- Made Number cold calls per day resulting in client base growth by Number%.
General Manager-Condo Association
Westview at Ballston Metro Condominiums
09.2005 - 02.2008
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Reported issues to higher management with great detail.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked flexible hours across night, weekend, and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
On-Site Association Manager
The Gates of Fair Lakes Condominiums
09.2003 - 09.2005
- Managed budgets for multiple communities, ensuring financial stability and proper allocation of funds.
- Developed and maintained strong relationships with vendors, resulting in cost-effective services for the associations.
- Increased compliance with association rules by conducting regular inspections and enforcing regulations fairly.
- Oversaw successful community improvement projects, such as landscaping upgrades and facility renovations.
- Enforced compliance with community regulations and guidelines.
- Conducted regular inspections of both interior and exterior of properties for damage.
- Improved community satisfaction by efficiently addressing and resolving homeowner concerns and inquiries.
- Collected and maintained careful records of rental payments and payment dates.
- Communicated effectively with owners, residents, and on-site associates.
- Monitored and tracked payments and expenses, providing timely and accurate financial reports.
- Addressed and quickly resolved resident complaints with speedy and knowledgeable support.
- Coordinated appointments to show marketed properties.
- Delivered emergency 24-hour on-call service for tenants on building issues.
- Introduced and monitored effective lease renewal programs to maintain high occupancy rates.
- Generated leads for sales and rental properties through cold calls and referrals.
- Completed annual rent calculations using housing database software.
- Secured pool and fitness facility maintenance, landscaping and waste removal.
Assistant Property Manager/ Leasing Consultant
Avalon at Autumnwoods Apartments
06.2001 - 09.2003
- Kept accurate records of all resident and tenant correspondence.
- Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Followed up on delinquent tenants and coordinated collection procedures.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Escalated major issues to property manager for immediate remediation.
- Inspected common areas for cleanliness and notified maintenance of overflowing trash.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Showed apartments to potential tenants and answered questions regarding community.
- Posted policies and rules in common areas for tenant review.
- Processed security deposit refunds.
- Increased tenant satisfaction by promptly addressing maintenance requests and resolving issues efficiently.
- Collaborated with legal department on eviction proceedings when necessary; following proper protocols and documentation requirements laid down by law.
- Coordinated move-ins and move-outs, ensuring smooth transitions for both tenants and property management team.
- Processed applications efficiently by conducting thorough background checks and verifying references to select qualified tenants.
- Provided excellent customer service by promptly responding to inquiries and addressing grievances; resulting in increased tenant retention rates.
- Organized community events to foster positive relationships between tenants and build a sense of community within the property.
- Conducted regular property inspections to identify potential issues and ensure compliance with safety regulations.
- Reduced vacancy rates through targeted marketing efforts like hosting open houses and leveraging social media platforms.
- Communicated effectively with owners, residents, and on-site associates.
- Conducted regular inspections of both interior and exterior of properties for damage.
- Collected and maintained careful records of rental payments and payment dates.
Education
Undergraduate - Information Systems Technology And Business
Northern Virginia Community College
Annandale, VASkills
- Goal-Oriented
- Debt recovery
- Assertiveness
- Financial knowledge
- Call center experience
- Payroll Processing
- Payment Acceptance
- Collections best practices
- Organization skills
- Customer Service
- Problem-Solving
- Attention to Detail
- Multitasking
- Updating Customer Accounts
- Reliability
- Excellent Communication
- Organizational Skills
- Effective Communication
- Debt Settlement
- Professional ethics
- Negotiation and Resolution
- Interpersonal Skills
- Pleasant Telephone Demeanor
Certification
Georgia Department of Community Affairs Liw Income Housing Crefit Basics Certificate.
Notary Public State of Georgia
Timeline
Medical Collection Agent
Hollis Cobb and Associates
12.2015 - 06.2018
Collections Agent
Vital Asset Solutions
07.2012 - 12.2015
Marketing Associate
Reserve at Ivy Creek Aoartments
09.2011 - 07.2012
Outbound Csll Center Representative
Specialty Directory Distribution Service
06.2008 - 09.2011
General Manager-Condo Association
Westview at Ballston Metro Condominiums
09.2005 - 02.2008
On-Site Association Manager
The Gates of Fair Lakes Condominiums
09.2003 - 09.2005
Assistant Property Manager/ Leasing Consultant
Avalon at Autumnwoods Apartments
06.2001 - 09.2003
Undergraduate - Information Systems Technology And Business
Northern Virginia Community College