Michelle Carolan

I am seeking a new and challenging career that best utilizes my skills and expertise. I have the enthusiasm, drive and desire for knowledge that will make me an asset to any organization. I have 30 plus years of customer service experience, managing accounts, collections, scheduling, negotiation, account resolution and much more.

Have a passion for helping people by solving problems, presenting, and explaining solutions. I have a pleasant disposition, exceptional organizational skills, and work well within a team or individually. I'm looking forward to my forever career!

Americredit Financial Services/GM Financial, Chandler, AZ

Loss Recovery Agent I & II September 2007 - August 2021

Mitigated losses by collecting on the highest degree of designated high risk delinquent accounts on auto loans.

Negotiated account resolution, accurate input and documentation of all actions within the collections system in real time.

Located customers and collateral through advanced skip trace techniques.

Recommended collateral for repossession due to loan history and worked with outside repossession agencies to secure collateral properly.

Worked with supervisors and management to cross-train and develop knowledge across all functional areas of the job to increase proficiency.

Collections Representative I & II

Initiated and received high volume customer calls regarding outstanding balances.

Collected customer payments in accordance with payment due dates and comply with Payment Card Industry (PCI) Data Security Standards.

Skilled in negotiation, time management and active listening for account resolution.

Provided excellent customer service to customers through inbound and outbound communications, creating a positive customer experience.

Demonstrated ability in de-escalation techniques and conflict management.

Banner Imaging, Mesa, AZ

Healthcare Scheduler November 2021 – March 2024

Scheduled imaging appointment between patients and offices for 26 locations in Arizona and Colorado.

Engaged with patients and medical office staff to deliver the best possible care and experience.

Prioritized incoming orders for both STAT and routine exams.

Demonstrated exceptional organizational and analytical skills.

Provided excellent customer service through inbound communications to create a positive customer experience

Collaborated with leaders to develop time saving processes.

Achievements

Subject Matter Expert for new hire representatives’ development in all positions held.

Completed 1 Year of Medical Assisting degree at Phillips Junior College in 1990.

Experience in: 

Healthcare Scheduling Specialist

Collections Representative I & II

Loss Recovery Specialist I & II

Medicare Fraud Analyst I & II

Retirement Plan Distribution