Zipporah Ratcliff
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
Work History
Unemployment Insurance Auditor
State of Indiana - DWD
Indianapolis
05.2021 - Current
- To perform collection enforcement action for outstanding employer tax within the established time frame once the account hits a certain threshold. Successful actions include receiving payment in full from the employer, entering into a payment agreement, sending the account to tax warrant or referring the account to the manager for other legal action.
Collections Representative
Municipal Collections Of America
Lansing
07.2018 - 05.2019
- Recorded information about status of collection efforts.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Used effective questioning techniques to clarify why debtors were delinquent.
- Reasoned with customers and attempted to negotiate full balance payments.
- Liaised with management to identify issues attributing to account delinquency and discuss solutions to bring in revenue.
- Answered customer questions regarding account discrepancies or problems.
- Advised delinquent customers on strategies for debt repayment.
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
- Utilized skip tracing techniques to locate hard-to-find debtors.
- Referred cases involving fraud, bankruptcy or insolvency to appropriate parties for resolution.
- Understand and fully comply with all federal/state laws and HIPAA regulations about collections policies and procedures.
Customer Care Representative
CNO Financial
Carmel
05.2016 - 04.2017
- Updated databases with new and modified customer data.
- Interacted with agents to provide and process information in response to inquiries, concerns and requests about services and products.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Resolve issues regarding policy changes, licensing, commissions, claims, and new businesses.
Education
High School Diploma -
Homewood Flossmoor High School
Flossmoor, IL06-2005
Skills
- SOP Adherence
- Compliance Standards
- Issue Resolution
- Skip Tracing
- Automated Dialer Experience
- Installment Plan Set up
- Data Entry
- Negotiation
- Policy Standards and Guidelines
- Multi-Line Phone Systems
- Account Review
- Customer Research
- Outbound Calling
- Records Maintenance
- Collections
- Call Center Background
- Customer Service
- Email Correspondence
- Inbound Customer Service
- Professional Telephone Demeanor
Timeline
Unemployment Insurance Auditor
State of Indiana - DWD
05.2021 - Current
Collections Representative
Municipal Collections Of America
07.2018 - 05.2019
Customer Care Representative
CNO Financial
05.2016 - 04.2017
High School Diploma -
Homewood Flossmoor High School