Melissa Robinson
Philadelphia,PA
Summary
Dynamic Collection Customer Service Representative with a proven track record at the City of Philadelphia, excelling in skip tracing and customer relationship building. Achieved consistent target exceedance through innovative collection techniques and effective problem-solving, enhancing team performance and customer satisfaction while managing high-volume workloads with exceptional attention to detail.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Collection Customer Service Representative
City Of Philadelphia
09.2016 - Current
- Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
- Streamlined the collections process for enhanced efficiency and accuracy in tracking delinquent accounts.
- Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
- Educated customers on their financial obligations, offering guidance on budgeting and repayment options tailored to their individual circumstances.
- Enhanced overall team performance through active participation in training sessions, sharing best practices, and providing constructive feedback to colleagues.
- Improved customer satisfaction by promptly addressing and resolving collection inquiries and concerns.
- Supported continuous improvement initiatives by actively contributing ideas for process enhancements that would drive better results in collections operations.
- Proficiently managed a high-volume workload of inbound calls from customers seeking assistance with their past-due balances.
- Established relationships with customers to encourage payment of delinquent accounts.
Medical Records Specialist
MRO Corporation
06.2016 - 09.2016
- Communicated effectively with staff, patients, and insurance companies by email and telephone.
- Coordinated responses to subpoenas and other legal requests for medical records, working closely with legal counsel as necessary to protect patient privacy rights.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Uploaded physician progress notes, history, and physicals into electronic medical records.
- Maintained patient records in compliance with security regulations.
- Improved patient care by maintaining accurate and up-to-date medical records for easy access by healthcare practitioners.
- Kept accurate log of requests for medical information and records.
- Scanned and uploaded medical records into electronic medical records system.
- Verified accuracy of patient information in medical records.
Bank Teller
Wells Fargo
12.2015 - 06.2016
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Processed customer transactions promptly, minimizing wait times.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Counted and packaged currency and coins.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious.
- Handled various accounting transactions.
Head Bank Teller
TD Bank
10.2013 - 12.2015
- Managed high-volume cash drawer, maintaining accountability and minimizing discrepancies.
- Assisted branch management in implementing new policies and procedures, ensuring smooth transitions for both staff and clients.
- Actively participated in community events on behalf of the bank, reinforcing a positive local presence.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Processed applications for new accounts.
- Referred customers to other banking departments for specialized services.
- Cross-sold credit cards, loans and other bank products.
- Counted, verified and handled bank deposits and armored car transactions.
- Assisted customers with banking needs and inquiries.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
Education
None -
North Carolina A&T State University
Greensboro, NCHigh School Diploma - General Studies
John W. Hallahan
Philadelphia, PA06.2010
Skills
- Goal oriented
- Stress tolerance
- Skip tracing
- Assertiveness
- Customer relationship building
- Data entry proficiency
- Reception management
- Management support
- Records management
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking Abilities
- Reliability
- Excellent communication
Certification
Cosmetology (License number available upon request)
Additional Information
• Technical Skills: Microsoft Office Suite (Word, Excel, PowerPoint), Google Workspace (Docs, Sheets, Slides, Calendar), Adobe Acrobat, NCAS, e-Procurement.
• Virtual Collaboration Tools: Zoom, Microsoft Teams, Slack, and other communication platforms.
• Key Competencies: Time management, self-motivation, effective virtual communication, confidentiality, and adaptability to new technologies.
• Languages: Strong written and verbal English communication.
Timeline
Collection Customer Service Representative
City Of Philadelphia
09.2016 - Current
Medical Records Specialist
MRO Corporation
06.2016 - 09.2016
Bank Teller
Wells Fargo
12.2015 - 06.2016
Head Bank Teller
TD Bank
10.2013 - 12.2015
None -
North Carolina A&T State University
High School Diploma - General Studies
John W. Hallahan
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