Valentine Harlee
Charlotte,NC
Summary
High-performing professional offering extensive background in accounts receivable to growing organization. Successful in efficiently resolving collections issues, discrepancies, and short payments. Team-oriented to mentor junior collections associates when consistently meeting collections goals. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
9
9
years of professional experience
Work History
COLLECTOR
RRD FINANCIAL
MATTHEWS, NC
09.2019 - 01.2024
- Managed customer accounts by obtaining payment information and updating records.
- Researched delinquent accounts to identify sources of delinquency, such as late payments or insufficient funds.
- Verified customer account balances and processed payments accordingly.
- Assisted customers with inquiries regarding billing statements and account status.
- Participated in regular meetings with internal staff to discuss strategies for improving collections efforts.
- Investigated disputed claims and made appropriate adjustments when necessary.
- Negotiated payment arrangements with customers who were past due on their accounts.
- Analyzed customer payment histories to determine eligibility for special payment plans or discounts.
- Conducted skip tracing to locate missing customers with overdue accounts.
- Provided guidance and assistance to customers who were facing financial difficulties.
- Attended training sessions offered by creditors or third-party vendors regarding new collection techniques.
- Processed refunds, chargebacks, or other forms of compensation for dissatisfied customers.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Processed payments over phone and set up recurring drafts.
Customer Service Representative
Iqor
Charlotte, NC
05.2018 - 04.2019
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved customer complaints promptly and efficiently.
- Maintained a high level of professionalism when dealing with difficult customers.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Provided exceptional customer service to ensure customer satisfaction.
- Provided accurate information about products and services to customers.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Assisting customers with the online web portal
- Creating Natural Gas accounts for customers
Benefit Verification Specialist
Lash Group
Charlotte, NC
10.2016 - 02.2017
- Reviewed and verified health insurance benefits for patients prior to their scheduled appointments.
- Attended training sessions regularly in order to stay up-to-date on industry trends.
- Conducted data entry into relevant systems regarding benefit verifications.
- Created reports for management on trends in benefit utilization and identified areas for improvement.
- Verified patient specific benefits and precisely documents specific for various payer plans including patient coverage, cost share, and access/provider options.
- Ensuring the services will result in payment from the insurance company.
Lead Direct Care Staff Member
RHA HOWELL CLEAR CREEK CENTER
CHARLOTTE, NC
02.2015 - 09.2016
- Attended meetings with multidisciplinary teams to discuss client progress or changes in treatment plans.
- Served as a mentor for new staff members by providing guidance on how best to serve clients' needs.
- Ensured compliance with all state regulations related to the operation of the facility.
- Provided support during difficult transitions such as discharge from the facility or admission into another program.
- Trained new staff members on policies and procedures related to direct care responsibilities.
- Oversaw the maintenance of a clean environment that meets health standards while promoting an atmosphere conducive to healing.
- Managed incident reports by investigating incidents, documenting outcomes, and following up with appropriate parties.
- Maintained accurate records of client progress and behavior using electronic health records system.
- Developed strong relationships with families of clients to ensure their involvement in care plan decisions.
- Created daily activity schedules for clients, including educational and recreational activities.
- Assisted individuals in learning and developing new skills.
- Accompanied or transported clients to appointments, errands and social activities.
- Monitored client's well-being, safety and comfort under physician direction.
- Encouraged and reassured clients throughout transitions to facilitate smooth discharge.
- Enhanced patient wellbeing by supporting participation in recreational activities.
- Bathing Clients
- Clothing Clients
- Assisting with motor skills
Education
DIPLOMA - MEDICAL ASSISTANTS
Kaplan College
Charlotte, NC12-2012
High School Diploma -
West Charlotte High School
Charlotte, NC06-2009
Skills
- Repayment negotiations
- Investigation due diligence
- Collections regulatory guidelines
- Billing and collections best practices
- Account reviews
- Account Auditing
- Payment Acceptance
- Delinquent account management
- Skip Tracing
- Call center background
- Account Review
- Outbound Calling
- Collections
- Customer Care
- Team Player
- Multi-tasker
Languages
English
Professional
References
References available upon request.
Timeline
COLLECTOR
RRD FINANCIAL
09.2019 - 01.2024
Customer Service Representative
Iqor
05.2018 - 04.2019
Benefit Verification Specialist
Lash Group
10.2016 - 02.2017
Lead Direct Care Staff Member
RHA HOWELL CLEAR CREEK CENTER
02.2015 - 09.2016
DIPLOMA - MEDICAL ASSISTANTS
Kaplan College
High School Diploma -
West Charlotte High School
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