Dana Ickes
O'Fallon,MO
Summary
Results-oriented professional with extensive experience in customer service, accounts receivable, and collections roles. Proven problem solver with a track record of setting and achieving high goals. Meticulous attention to detail and ability to thrive in both team and individual environments. Recognized as a skilled coach, trainer, and mentor. Comprehensive knowledge of all aspects of accounts receivables and collections.
Overview
35
35
years of professional experience
Work History
Client Care Specialist
Veterans Care Coordination
06.2021 - 12.2024
- Worked with Veterans/Surviving Spouses to coordinate in-home care and their VA benefits allowing the clients to age at home
- Continually maintained eligibility of VA benefits
- Worked with the Clients and Home Care providers to resolve any disputes and issues with home care and/or caregivers
- Post approval of the VA benefit, was the only employee to complete Department of Veterans Affairs paperwork required and submitted to the VA required to maintain eligibility
- Worked multiple projects as requested
- Trained new employees
Personal Care Attendant
Delta Services
04.2019 - 04.2020
- Personal care attendant for a blind elderly client
- Performed all correspondence via email, mail and online
- Cooked meals, did laundry, light housekeeping
- Took client shopping, to doctor appointments, hair appointments etc
- Provided companionship
Advanced Collection Specialist / Project Manager
GC Services Inc.
03.2011 - 03.2019
- Working at Verizon Corporate in Finance Department
- Manage many multi-national customers with the resolution of past due accounts
- Assist customers with billing issues, disputes, account reconciliations, purchase order issues, etc
- Manage many projects including training development, streamlining processes, ongoing training for existing employees
- Provide training for new employees and ongoing training for existing employees
- Provide customer service and training to internal (Verizon) customers
Senior Credit Analyst/ Team Lead
Butler International Inc
12.2008 - 07.2009
- Supervised Accounts Receivable collections staff
- Managed several top10 revenue-producing, multinational clients
- Conducted extensive reconciliation that resulted in millions in past due monies being recovered
- One example is our client was at $9 million past due and I reduced that to $26,000 that was written off
- Provided both internal and external customer service
Collector
First Source Healthcare Advantage
04.2007 - 12.2008
- Collected delinquent3rd party medical bills for doctors and hospitals
- Remotely worked from home
Legal Collection Administrator
Kramer & Frank PC
08.2006 - 03.2007
- Consistently in the top5% in files worked per day
- Collected on past due credit card accounts; auto, bank, and student loans
- Worked all legal files from "cradle to grave"
- Determined suit worthiness
- Skip traced
- Filed lawsuits
- Filed summons
- Updated dockets
- Located assets
- Filed garnishments
- Worked with attorneys and courts
- Determined payment arrangements and settlements per client guidelines
- Reason for leaving: Needed to work from home due to short term illness of family member
Collection Specialist
Gamache & Myers PC
04.2005 - 08.2006
- Consistently in the top15% of collectors each month in dollars collected
- Consistently in the top5% of collectors in accounts worked per day
- (238 accounts per day)
- Assist management with training of new collectors as well as ongoing training of all other collectors
- Collect on pre-judgement and post-judgement accounts
- Extensive skip tracing and asset searches
Collections Manager/Collector
United Credit & Collections
04.2001 - 04.2005
- Top collector for the last4 years
- Interface with company lawyers to prequalify accounts for suit and obtain funds after judgments have been awarded
- Train collectors on proper collection techniques and procedures
- Handle correspondence and track daily numbers
Certified Store Manager
Arch Energy
04.2000 - 04.2001
- Reconciled cash drawers with deposits
- Ordered, checked in, reconciled, and optimized inventory
- Scheduled, supervised, and customer service trained12 employees
Vice President of Training and Administration
Impact Career Development
10.1999 - 02.2000
- Interfaced with vendors, placed all advertising, interviewed potential students, and trained students on professional debt collections
- Assisted students in job placement
- Performed billing and collections on past due accounts as necessary
Collection Specialist Trainer
Academy of Credit & Collections
06.1999 - 10.1999
- Trained students in professional debt collections
- Classes included the FDCPA, the steps of a collection call, techniques of collecting, motivation, customer service, urgent payments, professionalism, and interview techniques
- Revised and updated manuals, quizzes, and exams
- Assisted in student job placement and performed office administrative duties
Collection Specialist
Client Services Inc
04.1994 - 04.1997
- Consistently one of the top collectors in the company
- Collected delinquent revolving in-store and major bank credit card accounts and corporate accounts
Collection Specialist/Credit/Customer Service Rep
General Electric Capital Corp
01.1990 - 12.1992
- Collected in-store credit accounts, performed skiptracing, processed telephone request for credit, and handled incoming customer service calls
Education
business administration
Lindenwood University
Saint Charles, MO05.1994
business administration
Wilmington College
Wilmington, OH05.1990
business administration
Miami University of Ohio
Oxford, OH12.1989
Skills
- Customer relations
- Application processing
- Document analysis
- Document review
- Multitasking
- Reliability
- Quality assurance
- Teamwork
- Effective communication
- Adaptability and flexibility
- Decision-making
- Task prioritization
- Client advocacy
- Analytical thinking
- Conflict resolution
- Goal setting
- Time management abilities
- Continuous improvement
- Problem-solving aptitude
Timeline
Client Care Specialist
Veterans Care Coordination
06.2021 - 12.2024
Personal Care Attendant
Delta Services
04.2019 - 04.2020
Advanced Collection Specialist / Project Manager
GC Services Inc.
03.2011 - 03.2019
Senior Credit Analyst/ Team Lead
Butler International Inc
12.2008 - 07.2009
Collector
First Source Healthcare Advantage
04.2007 - 12.2008
Legal Collection Administrator
Kramer & Frank PC
08.2006 - 03.2007
Collection Specialist
Gamache & Myers PC
04.2005 - 08.2006
Collections Manager/Collector
United Credit & Collections
04.2001 - 04.2005
Certified Store Manager
Arch Energy
04.2000 - 04.2001
Vice President of Training and Administration
Impact Career Development
10.1999 - 02.2000
Collection Specialist Trainer
Academy of Credit & Collections
06.1999 - 10.1999
Collection Specialist
Client Services Inc
04.1994 - 04.1997
Collection Specialist/Credit/Customer Service Rep
General Electric Capital Corp
01.1990 - 12.1992
business administration
Wilmington College
business administration
Miami University of Ohio
business administration
Lindenwood University
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