Rufus Brown

Skilled Collections Representative with 15+ years of experience in the financial services and healthcare industries, specializing in risk assessment and customer service. Proven track record of minimizing portfolio risk and enhancing client satisfaction through effective account resolution strategies. Successfully increased sales from $100,000 to over $350,000 annually and managed credit loss budgets to ensure operational success.

Committed to maintaining compliance with industry regulations and improving processes for optimal performance.

Communication Center Representative at ComplexCare Solutions (2021-07 – Present)

Conduct outbound/inbound calls to health plan members to schedule in-home assessments and provide customer service support.

• Conduct outbound/inbound calls to health plan members to schedule in-home assessments by nurse practitioners or other clinical staff
• Provide members with full details of the in-home assessment within guidelines
• Provide friendly customer service with a positive attitude, building rapport and trust
• Present, promote, and sell benefits of in-home assessment through active listening skills, empathy, and ability to overcome objections
• Schedule appointments for client's members in physician's offices
• Maintain compliance with ComplexCare Solutions' policies, procedures and mission statement
• Adhere to all confidentiality and HIPAA requirements
• Fulfill responsibilities and duties for achieving operational and financial success

Extended Business Office Representative at State Collection Service (2021-01 – 2021-04)

Healthcare customer service support with focus on billing and health insurance issues.

• Assisted patients with billing and health insurance issues
• Conducted inbound and outbound calls for 2 major hospital systems in the US

Sales Representative at 2FN Travel (2013-11 – 2020-12)

Travel sales and customer service with team management and staff training responsibilities.

• Accepted new customer travel packages by phone and assisted in general customer service duties
• Built solid management teams to accommodate rapid development
• Trained office staff and provided tools they required to reach expectations and achieve objectives
• Increased sales from $100,000 to over $350,000 yearly within 5 years

Collection Representative at Dynamic Recovery Solutions (2011-02 – 2013-10)

Collections specialist applying marketing, administrative and human resource skills to manage projects and operations.

• Served as a collections specialist with record of achievement in applying marketing, administrative and human resource skills
• Effectively managed projects and ongoing operations
• Advised customers of suspended accounts status and requested dates for payment
• Updated customer information

Collections Representative at Ford Motor Credit (2006-06 – 2010-09)

Collections management with focus on portfolio risk minimization and account resolution.

• Minimized portfolio risk and credit losses to ensure effective account resolution
• Managed credit loss budget
• Serviced customers and dealers promptly to achieve customer and dealer index
• Recommended accounts to team leaders for repossession and charge offs

Asset Manager at United Mortgage (2003-04 – 2006-03)

Asset management with portfolio risk and credit loss management responsibilities.

• Minimized portfolio risk and credit losses to ensure effective account resolution, managing credit loss budget
• Serviced customers to achieve high customer index scores, enhancing client satisfaction
• Recommended accounts to team leaders for foreclosure and charge-offs, supporting asset recovery processes

High school diploma