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Work Background
FiservAccounts Receivable Specialist
Sep. 2024Marietta, Georgia, United States• Working to establish rapport in order to overcome objections and negotiate payment of debts.
• Detailing all discussions and actions in the collections system or database, confirming payment and finalizing the call.
• Ensuring successful and timely completion of assignments.
• Clearly detailing issues for resolution.
• Knowledge of collections regulations including to Fair Debt Collection Practices Act
Plaza Services, LLCSenior Implementation Lead/Scrum Master
Mar. 2022 - May. 2024Atlanta, Georgia, United StatesLead daily scrum stand-ups and Agile development sprint planning meetings for multiple, concurrent projects
Determine the Scrum team’s average sprint velocity in the previous iterations, plan their workload for future sprints and encourage the testing
Work with Product Owner to define project scope and objectives
Work effectively with others to remove delivery team roadblocks
Create and manage project/program resource loading and budget; reconcile budget monthly and communicate risks to Leadership
Set and run recurring status meetings with product, portfolio and delivery managers, becoming a single point of contact
Manage the health of the team and guide them through a continual improvement process
Lead data governance team to implement a new master data management system and improve processes for managing customer information across all channels
Developed and monitor an automated process to identify duplicate accounts, saving over $1M annually
Manage the implementation of a new CRM platform, reducing deployment time by 50% from 6 months to 3 weeks
Created centralized database for storing marketing assets such as logos and images, increasing efficiency among teams by 20%
Monitor a dashboard I have built that tracks key performance indicators (KPIs) across multiple business units, providing executive-level visibility into operations
Create dashboards for clients and IT system design to enable success for IT teams
Work closely with the company president during ideation and vision stages of new projects helping define solution options to drive business case development prior to project funding and start-up
Provide architectural assessments and work-effort estimates for the business and routinely as part of the project intake process for our architecture team
Work with Business and IT partner teams to understand and document system requirements for data, SLAs/service levels, user experience, archiving/legal requirements, training, data governance and performance
Plaza Services, LLCDebt Settlement Supervisor
Oct. 2018 - May. 2024Atlanta, Georgia, United StatesCreated and updated database manual for new employees
Oversaw FDCPA compliance training to keep representatives up to date on procedures
Conducted weekly meetings with phone representatives, providing continuous training on collection tactics and dialogue
Provided on-call support and training as needed
Interacted with problematic accounts/consumers, diffusing conflict while remaining professional
Identified consumer needs and developed appropriate responses with helpful information and strategies to close accounts
Data collection and entry of consumer information
Payment processing
Responded to and generated emails corresponding with consumers, colleagues and partnering agencies
Printed and filed documents accordingly with specific detail to file location
Mailed or emailed letters to consumers with account status information
Listened to and kept record of recorded calls between consumers and 3rd party agencies to ensure operational and procedural compliance
Assisted legal department with clerical duties, creating spreadsheets and filing systems
Daily utilization of Microsoft Word, Excel, PowerPoint, Teams and Outlook
Implants DC Dr. Israel Puterman, DMD MSDDirector of Practice Relations
Oct. 2015 - Sep. 2018Bethesda, Maryland, United StatesHired, developed and maintained a competent, productive and quality-conscious workforce while maintaining personal management competencies
Worked with Marketing, Clinic Development, IT and other corporate functions to support clinic rollout and ongoing initiatives.
Developed an annual budget for the group practice; adhered to the efficient, accurate and prudent financial management of the group practice
Supervised and coached assistants' direct reports in the performance of their duties; completed performance reviews and provided feedback to direct reports
Prepared and conducted performance evaluations for lab technicians and mid-level assistants and reviewed front desk employee evaluations prepared by the Front Desk Manager
Developed and implemented a department Performance Improvement Program in compliance with The Joint Commission standards for hospital accreditation
Conducted one-on-ones with Front Desk Manager, assistants and technicians
Managed professional relationships with patients, referring doctors and suppliers
Conducted monthly meetings with our suppliers to outline improvement strategies and monitor the needs of our referring offices
Tracked trends and suggested enhancements that would both challenge and refine the company's product and service offerings
Organized and recorded monthly meetings with local dentists to overview mutual patient cases and discuss new products, materials, technology, and techniques
Tracked and logged patient referral numbers from all referring offices
Submitted data entry of all implants and tissue grafts used
Wrote letters to referring doctors, post procedure, advising of implants placed and next steps
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