Trina Taylor
Customer Service
Concord,NC
Summary
Talented Accounts Receivable Specialist with 21 years' experience in financial services, collections and customer care management across diverse industries. Knowledgeable, analytical and personable with excellent problem solving skills and strengths in areas of credit and collections. Proven to improve workflow efficiencies while maintaining high standards in customer service.
Overview
11
11
years of professional experience
Work History
Collections Specialist
Piedmont Outsourcing
Fort Mill, SC
FEB2011 - 06.2023
- Located overdue accounts utilizing Collections Max system to begin the collections process.
- Utilized company dialer making outbound calls
- Closed calls w/ negotiating or giving settlement payment& established repayment schedule based on customer finances.
- Processed and posted recurring payments by EFT with merchant
- Recorded and updated customer personal accounts with accurate contact information.
- Met demands of busy collections group by performing high volume of daily calls.
- Completed skip traces on customers failing respond to collection efforts.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Complied with FDPCA laws
- Received payment and posted to appropriate customer accounts.
Benefits Verification Specialist
The Lash Group
Charlotte, NC
03.2011 - 11.2014
- Coordinated benefits processing, including enrollments, terminations and claims.
- Checked accuracy and completeness of benefits applications and documents.
- Evaluated efficiency and value of current benefit programs and made recommendations for improvement.
- Produced detailed reports and data models to help clients pick optimal plans.
- Checked accuracy and completeness of benefits applications and documents. Provided assistance to plan participants by explaining benefits information to ensure educated selections.
- Oversaw enrollment of new employees and company-wide yearly enrollment period.
- Communicated effectively via email, phone with plan participants to resolve issues pertaining to health benefits.
- Complied with Hippa rules and regulations
Assistant Marketing Director
Rexair
Charlotte, NC
06.2006 - 03.2010
- Devised innovative strategies to drive customer engagement.
- Analyzed competitive environment and consumer trends to stay on top of changing market environments.
- Updated web pages and social media profiles with engaging and current content.
- Developed and deepened professional relationships with vendors, negotiated contracts, and monitored performance.
- Applied market knowledge and customer insight analysis to drive sales through targeted promotions.
- Planned and produced highly effective experiential marketing events
- Recommended product changes to enhance customer interest and maximize sales.
- Interaction with staff in detail for effective communication for appts.
- Canvassing.
- Conducted client market demographic surveys.
- Communicated effectively via oral, written, email Handled paperwork, filing, faxing, updating
Administrative Assistant
Davita Dialysis
Charlotte, NC
10.2003 - 02.2009
- Greeted visitors or callers daily to handle questions or direct to appropriate staff.
- Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
- Directed customer communication to appropriate department personnel
- Provided secretarial and office management support while building cooperative working relationships.
- Scheduled appointments, meetings and events for management staff.
- Inventoried and ordered supplies for office.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
Education
Bachelor of Science - Healthcare Administration
University of Phoenix
Tempe, AZ04.2023
Associate of Business Administration - Computers And Business
Regional Council On Education
Milford, CT07.1994
Business Certification - Business Administration
Stone Academy - Hamden
West Haven, CT07.1991
Skills
- Proficiency in Microsoft Word, CollectionsMax, Salesforce]
- Skiptracing
- Risk management
- Billing practices
- Credit and collections
- Records management
- Customer Relationship Management
- FDCPA Compliance
- Call Center Background
- Investigation Due Diligence
- Deescalation techniques
- Account balancing reconciliation
- Advanced MS Office Suite knowledge
- Sensitive material handling
- Data entry documentation
- Analytical and Critical Thinking
- Negotiation and Resolution
- Attention to Detail
Timeline
Benefits Verification Specialist
The Lash Group
03.2011 - 11.2014
Assistant Marketing Director
Rexair
06.2006 - 03.2010
Administrative Assistant
Davita Dialysis
10.2003 - 02.2009
Collections Specialist
Piedmont Outsourcing
FEB2011 - 06.2023
Bachelor of Science - Healthcare Administration
University of Phoenix
Associate of Business Administration - Computers And Business
Regional Council On Education
Business Certification - Business Administration
Stone Academy - Hamden
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