Denise Walker Email & Phone Number

United States

Gray, Tn

Collects on accounts that are 1 to 60 days delinquent and to charge off. Performs all activities related to collecting amounts due on delinquent accounts in compliance with department work standards. Handles a high volume of calls daily to include both outbound and inbound calls. Keep records of all conversations in the contact center database in a comprehensible way. Resolves delinquent status by analyzing customer’s situation, negotiating, and securing acceptable repayment arrangements. Can do a credit application. Knows how to read Equifax and Experian Credit Reports. Educates customers on all options available by offering suggestions on how to meet financial obligation and determine a plan of resolution for full cure. Follows up and monitors delinquent accounts to ensure promised arrangements are kept. Performs skip tracing on accounts to verify member contact/demographic information and on accounts requiring new contact information. Meets and/or exceeds monthly collection performance measures and goals. Works as part of a team and in conjunction with the senior collection staff to achieve the departmental expectations within internal service agreement. Makes recommendations to implement process improvements. Completes all required compliance training as assigned.

Gray, Tn

Collect on current accounts. Manage large amounts of inbound and outbound calls in a timely manner. Follow communication “scripts” when handling different topics. Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives. Seize opportunities to upsell products when they arise. Build sustainable relationships and engage customers by taking the extra mile. Keep records of all conversations in the contact center database in a comprehensible way. Frequently attend educational seminars to improve knowledge and performance level. Meet personal/team qualitative and quantitative targets. Confirm and update customer’s info/change bill cycles/waive fees. Process payments, authorize /decline purchases. Assist and register customers for online access to websites. Fax and mail statements /invoices. Do receipt/and item description lookups. Locate checks in check system. Approve /decline credit line.

Thomasville, Ga

City of Thomasville - Thomasville, GA (Promotion) 09/2009 –01/2015 Information Technology Support Technician II - Provided support hands on, by phone or by remote utilities for internal and external users that used the city’s own developed and designed Utility Billing Software (UBILL), which included all utilities, cable, internet and phone. Set up and maintained records of UBILL users. Worked closely with Developers, Billing and Collections to resolve UBILL issues. Communicated complex procedures and diverse information to resolve customer issues. Gathered complete customer information, researched internal knowledgebase (Track It) and documented solutions for known issues. Isolated problems in UBILL and took restorative actions while minimizing disruption to the customer's business operations. Created simple SQL reports. Interfaced with vendors for troubleshooting and support of any managed assets. Keeps management informed by reviewing and analyzing special reports; summarizing information; identifying trends.City of Thomasville - Thomasville, GA (Promotion) 04/2004 – 09/2009Help Desk – Served as Interim Help Desk Supervisor for 8 weeks while supervisor was on maternity leave. Installed, configured and repaired computers, printers and other peripherals. Provided new employee training. Setup new employees’ user accounts in Exchange Management Console 2003. Installed software for all city departments. Reset and unlock users’ computer passwords via Active Directory. Setup Security and Distribution Groups via Active Directory. Communicated complex procedures and diverse information to resolve customer issues. Used TrackIt to gather complete customer information and to research its internal knowledgebase for known issues. Provided training to new and internal employees. Rotated after-hour and weekend on-call support. Troubleshoot hands-on, by phone and remotely.