Roy Fields
Nampa
Summary
Seasoned Specialist offering 10 years of comprehensive experience interpreting and implementing quality assurance standards and investigating customer complaints and non-conformance issues. Practiced and knowledgeable professional possessing excellent problem solving and analytical skills paired with strong knowledge of QA terms, tools and methodologies. Committed to improving overall business processes.
Overview
5
5
years of professional experience
Work History
Project Coordinator
Right Now Heating & Cooling
11.2023 - Current
- responsible for managing the collection of past due payments from customers, ensuring that the company receives timely payment for services rendered.
- analyzing financial data, negotiating with customers.
- making informed decisions regarding lien placement, payment plans, and third-party collections or legal action.
Lead Specialist Shared Services
United Site Services
06.2022 - Current
- Defined team directions and provided guidance to members.
- Exercised critical thinking and problem-solving skills in urgent situations.
- Interacted with customers via telephone and e-mail.
- Communicated with customers to resolve past-due balances and documented Accounts Receivable activities.
Account Resolution Specialist
United Site Services
06.2021 - 05.2022
- Reviewed accounts with aging balances and contacted customers to review options.
- Set up plans to handle payments, payment plans and defaults on balances.
- Evaluated each customer's situation with fresh eye in order to develop most effective solution.
- Negotiated dispute resolution and communicated resolution status to customers.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Recorded information about customers' financial status and collections status efforts.
Collections Representative
Credit Bureau Inc
12.2020 - 03.2021
- Advised debtors on payment options and set up payment plans.
- Reasoned with customers and attempted to negotiate full balance payments.
- Handled irate customers smoothly to achieve performance targets.
- Entered customers' financial status information into system.
- Utilized skip tracing resources to complete background checks and loan documents.
- Upheld privacy and security requirements for customer information.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
Customer Service Representative
Blue Cross Blue Shield of Arizona
01.2020 - 12.2020
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Consulted with customers to resolve service and billing issues.
- Answered inbound calls, chats and emails to facilitate customer service.
Collections Specialist
Bank of America
02.2019 - 01.2020
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Processed payments over phone and set up recurring drafts.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Met demands of busy collections group by performing high volume of daily calls.
- Liaised with management to identify issues attributing to account delinquency and discuss solutions to bring in revenue.
Education
GED -
Arizona Project Challenge
12.2005
Skills
- Experience in Leadership
- Good Work Ethic
- People Skills
- Critical Thinking
- Customer Service
- Active Listening
- Computer Skills
- Team Management
- Training & Development
- Data Management
Timeline
Project Coordinator
Right Now Heating & Cooling
11.2023 - Current
Lead Specialist Shared Services
United Site Services
06.2022 - Current
Account Resolution Specialist
United Site Services
06.2021 - 05.2022
Collections Representative
Credit Bureau Inc
12.2020 - 03.2021
Customer Service Representative
Blue Cross Blue Shield of Arizona
01.2020 - 12.2020
Collections Specialist
Bank of America
02.2019 - 01.2020
GED -
Arizona Project Challenge
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