1. Chasity L. Bautista
23 West Glenarm Street
Pasadena, CA, 91105
626-200-6150
chasitybautista@yahoo.com
Work Skills
 Knowledge of medical terminology and ICD9 codes
 HIPPA and FDCPA knowledge
 Computer software (Microsoft Word, PowerPoint, and Excel)
 Data Entry and Computer Skills
 Collections of delinquent accounts
 Insurance claims knowledge
 Accounts administrator (Filing of claim forms, reviewing and approval of forms)
 Ability to analyze and solve problems or inefficiencies
 Outstanding customer service skills
 Ability to exceed weekly and monthly financial goals (Increased revenues of
$250,000 to company)
 Financial Banking experience and knowledge
 Typing skills of 45 wpm – 55 wpm
 Microsoft Office knowledge (Microsoft Word, PowerPoint, Outlook, Basic Excel)
 Research methodologies
 Medical records and client records experience (Organize and file documents)
 Outstanding Verbal Communication
 Ability to Memorize Protocol and Guidelines
 Complaint Resolution
 Telephone Skills – Inbound: (Communication, Customer Experience, Attitude,
Interpersonal Skills, Customer Acquisition)
Work Experience
Auto Club of Southern California, ERS Customer Service Receiver I, Long Beach,
CA
August 2014-Present
 Providing effective and timely resolution of a range of member inquiries, placing
appropriate levels of urgency on each contact
 Actively listen, built a rapport and displayed empathy
 Recognized and resolved escalated member issues
 Resolved problems with irate customers
 Worked on cross-functional team with other administrative offices
 Receptionist back up to other offices when needed
 Directed customer calls to appropriate departments
 Review customer contracts to interpret correct coverage
 Stratify collection activities to maximize cash receipts
 Performed various administrative functions for assigned accounts, such as
recording address changes and purging the records of deceased customers
Sequoia Financial Services, Medical Collector, Glendale, CA
 Responsible for collecting, posting and managing account payments
 Accountable for submitting claims and following up with insurance companies

2.  Assisted members with concerns and complaints
 Prepared, reviewed and sent patient statements
 Conferred with customers by telephone or in person to determine reasons for
overdue payments and to review the terms of sales, service, or credit contracts
 Responded to requests for records/files from various organizations
 Issued credit hold notifications
 Maintained accurate records about the customer payment status
 Arranged for debt repayment or/and establish repayment schedules, based on
customers' financial situations
 Advised customers of necessary actions and strategies for debt repayment
Progressive Management Systems, Collector 1, West Covina, CA
 Responsible for the collection of past due accounts in a call center environment
 Used computerized systems (EPIC, Soundbyte,IDX) to track customers
 Met internal performance standards in order to meet or exceed the monthly goal
objectives of personal and departmental budget
 Provided accurate insurance information to various insurance carriers
 Issued dunning letters to overdue accounts
 Use skip tracing techniques to locate customers
 Issued payment commitment letters
 Coordinate customer credit changes with the credit department
 Made recommendation that accounts be shifted to a collection agency
 Sorted and filed correspondence, and performed miscellaneous clerical duties
such as answering correspondence and writing reports
 Received payments and post amounts paid to customer accounts
Bank of America, Customer Service Representative, Glendale, CA
 Assisted customers with routine account-related requests such as: funds
transfers, stop payments, bank deposit products and service charges, ATM and
debit card usage and limits, checking and savings accounts transactions, and
check verification requests by third parties.
 Cross-sell bank products and services based on customer needs in accordance
with the banks’ program standards.
 Answering a heavy volume of telephone calls
 Authorized to cancel bank cards that had been stolen and to issue new cards
 Responsibility of handling any inquiries and resolving customer complaints
 Provide assistance to all other members of staff in other departments of the bank
Education and Skills
Glendale Community College, Communications, Glendale, CA
Currently attending majoring in Communications
California State University, Bakersfield, Bakersfield, CA
Communications
Achievements
FDCPA Certified