Jennifer L Adams

Results-driven Collections Professional with 25+ years of experience in accounts receivable, high-volume inbound and outbound call handling, and commercial customer account resolution. Proven ability to conduct professional collection calls with urgency and empathy while maintaining positive business relationships and providing timely account status updates to Credit Managers and Sales partners. Skilled in CRM documentation accuracy, payment arrangement negotiation, un-reconciled check research, dispute resolution, and cross-functional collaboration to remove payment barriers and achieve consistent resolution outcomes.

Committed to delivering first-contact resolution with professionalism, precision, and a strong customer service orientation.

A/R Collections Specialist - Vestis Uniforms and Workplace Supplies - Lexington, KY

(2025-03 - 2025-07)

• Managed high-volume inbound and outbound collection calls on commercial accounts, applying professional collection techniques to resolve outstanding balances while preserving long-term customer relationships.
• Partnered with internal Sales and Credit teams to identify and remove payment barriers, facilitating resolution of complex account disputes, short payment discrepancies, and escalated balance issues.
• Maintained thorough, accurate notes in CRM system for every customer interaction, ensuring Credit Managers had current account status and complete documentation for escalated and high-priority accounts.
• Researched and resolved un-reconciled check issues and account discrepancies by coordinating with customers and internal billing teams to identify root causes, reverse errors, and apply correct credits.
• Responded promptly to customer documentation requests, providing account statements, invoice copies, and proof-of-delivery records to support timely payment resolution.
• Negotiated payment arrangements and structured repayment plans for past-due commercial accounts, achieving consistent resolution rates while maintaining a professional, service-oriented approach aligned with company collections policy.

Technical Support Advisor - Conduent Business Services - Lexington, KY

(2022-11 - 2025-01)

• Handled 80+ inbound customer calls daily across multiple lines of business, consistently achieving first-contact resolution and maintaining a 100% customer satisfaction rating through professional and empathetic communication.
• Maintained precise, real-time documentation of all customer interactions in a CRM platform, producing accurate account notes relied upon by supervisors and cross-functional teams for follow-up, escalation, and audit purposes.
• Diagnosed and resolved complex customer account issues through structured problem-solving, root cause analysis, and direct coordination with internal departments to remove resolution barriers.
• Collaborated with cross-functional teams to communicate account status, escalate unresolved cases to appropriate partners, and deliver timely resolution updates to customers and leadership.
• Managed outbound follow-up calls to confirm full resolution of customer issues and ensure all outcomes were accurately documented, demonstrating professional accountability and service ownership.

Night Auditor / Front Desk Agent - Stonebridge Hospitality - Frankfort, KY

(2019-05 - 2024-07)

• Processed daily financial transactions — including ACH requests, credit card payments, and account reconciliations — across multiple property management systems, maintaining zero discrepancies and full audit-trail documentation for each transaction.
• Fielded high-volume inbound guest inquiries via phone and email regarding account balances, payment due dates, and outstanding payoffs, applying professional communication techniques to achieve first-contact resolution of financial concerns.
• Researched and resolved account discrepancies and un-reconciled payment entries by coordinating with internal departments and system administrators, identifying root causes and applying accurate corrections to restore account integrity.
• Maintained detailed, accurate communication logs documenting every guest interaction, financial dispute, and account status update, providing cross-departmental teams with real-time information to support efficient resolution and handoff.
• Collaborated with front-office management and accounting staff to address payment barriers, escalate unresolved financial discrepancies, and ensure accurate end-of-night account closes — mirroring the cross-functional partnership required between Collections, Credit, and Sales teams.

Family Support Specialist - Commonwealth of Kentucky - Frankfort, KY

(2022-02 - 2022-08)

• Maintained accurate and detailed case documentation for a portfolio of client accounts, ensuring full compliance with state reporting requirements and readiness for regulatory audits and reviews.
• Coordinated with multiple partner agencies and departments to resolve complex case situations, demonstrating strong cross-functional collaboration, clear written communication, and consistent follow-through.
• Managed high-volume caseloads requiring precise record-keeping, timely follow-up, and proactive problem resolution to ensure continuity of service and client account accuracy.
• Provided clear account status updates and case documentation to supervisors and partner organizations, supporting informed decision-making and cross-departmental transparency.

GED - Thornhill Education Center (1991-01)

Some College - Business / General Studies - Kentucky State University (1991 - 1993)