WILLIE MAE JOHNSON
Houston,TX
Summary
Dedicated Customer Service Specialist and Collection Management professional with a proven track record of enhancing client satisfaction and resolving complex issues. Skilled in skip tracing, negotiation, and collaboration. Committed to providing exceptional service while maintaining empathy towards customers. Organized and detail-oriented investigator focused on improving efficiency, productivity, and profitability through continuous process improvement. Excels at developing innovative solutions to complex problems with analytical thinking skills.
Claims professional who values precision and efficiency in claims evaluation and resolution. Proven track record of managing high caseloads and settling claims accurately in compliance with company standards. Known for strong collaboration with team members and adaptability to changing needs, ensuring reliable performance and positive results.
Overview
10
10
years of professional experience
Work History
Claims Adjuster
State Farm
11.2022 - 07.2024
- Provided exceptional customer service at all stages of the claims lifecycle while adhering to strict confidentiality guidelines regarding sensitive client information.
- Maintained strong relationships with key stakeholders such as adjusters, agents, repair facilities, medical providers, and legal representatives for seamless collaboration throughout the claims process.
- Negotiated fair settlements with both customers and third-party claimants, balancing empathy with fiscal responsibility to protect company assets.
- Demonstrated expert knowledge of auto insurance policies and coverages, allowing for accurate assessment of damages and appropriate claim payouts.
Collections/Escrow Officer/ Notary
Zillow Closing Services
03.2020 - 05.2022
- Collection payment for creditors, buyers, and sellers
- Balance and disburse funds accurately
- Payment Processing
- Act as liaison between all parties within the home buying/selling
- Align with all regulatory requirements
- Address inquiries from buyers, sellers, and lenders in a timely manner
- Promote a 'first time right' mentality to eliminate errors and rework
- Drive closing performance, meet closings dates, provide a great customer experience
Collections/ Vendor Mangement/ Customer Service
Exeter Finance Services
12.2014 - 12.2019
- Customer Service; Inbound and Outbound calls
- Auto Collection on past due payments 30, 60, 90 + days
- Creation of repayment arrangements and re-plan repayments
- Skip tracing; using a variety of resources to locate parties or vehicles.
- Works closely with vendors, customers, and auction houses to research accounts and provide proper account documentation, as necessary
- Reviews pre-repossession accounts to ensure all legal requirements and Exeter policies are adhered to prior to repossession
- Monitors and conducts compliance related functions including but not limited to repossessions in error, damaged car claims, and any reporting and proper action items associated with these functions in addition to monthly tracking and performance monitoring
- Manages account volumes in a variety of vendor queues ranging from early payment default fraud, through placement
- Manage repossession process on all past due accounts where delinquency hasn't been determined
Education
Medical Assistant - Healthcare
High Tech Institute
Irving, TX06.2002
High School Diploma - General Studies
Longview High School
Longview, TX05.1994
Skills
- Customer Service
- Collections
- Skip Tracing
- Loss Prevention
- Vendor Management
- Title Processing
- Account management
- Microsoft Outlook
- Escrow
- Billing Specialist
- Advanced oral and written communication skills
- Claims Processing
- Highly motivated
- Regulatory Compliance
- Advanced computer skills
- Innovation and Creativity
- Familiar with fraud statutes
- Active Listening
- Negotiation and mediation
- Relationship Building
- MS Office
- Payment Processing
- Coaching and Mentoring
Timeline
Claims Adjuster
State Farm
11.2022 - 07.2024
Collections/Escrow Officer/ Notary
Zillow Closing Services
03.2020 - 05.2022
Collections/ Vendor Mangement/ Customer Service
Exeter Finance Services
12.2014 - 12.2019
Medical Assistant - Healthcare
High Tech Institute
High School Diploma - General Studies
Longview High School
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