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Patricia Horton

Patricia Horton

Customer Setvice

Delbert Services/Cashcall

Las Vegas, Nevada 89107





Delbert Services/Cashcall

Customer Service/Collections Rep. II

I started my position as a Collections II Representative, responsible for front-end delinquent accounts 1-29 days past due. I was responsible for High Balance accounts 5K-10K, First payment defaults, and Specialty States, averaging about 200-270 calls per day on a blended line of inbound/outbound. I also worked on an Auto-dialer Environment (Aspect), Used Skip Trace strategy, handled the Gapping reports, pending & broken promises & loans with Deferments pending. In May 2013 I was given the opportunity to move to the Customer Service Department where I applied my wealth of collections knowledge and was able to maintain my monthly S.M.A.R.T. goals providing exceptional customer service in the most effective, polite and professional manner.

Career medium 05
Career medium 06

Wyndham Consumer Finance

Financial Service Rep.

As a Financial Service Rep, I was responsible for Servicing Timeshare owners accounts within a inbound call center environment. Processed customers monthly payment via check, credit/debit card by phone for owner’s maintenance dues, and timeshare property expenses. Resolve billing issues, order copies of contracts, 1099/1098 tax forms whilefulfilling a number of other various account requests. I also maintained call center standards keeping confidentially a must, following NACHA, & FDCPA guidelines.



Collections Representative II

Worked within an inbound/outbound call center, Collected on credit card accounts that were past due from 1-day to 210-days at charge-off status. Some of the large accounts collected on were SEARS, KMART, SAX FIFTH AVE, CARSONS, BOSCOVES, GENERAL MOTORS, BEST BUY, and SEARS RETAIL. Responsible for maintaining call center compliance, plus following FDCPA guidelines. I was nominated for employee of the month for the Month of November 2009 and won the Living the Brand award for December 2009.

Career medium 04
Career medium 02

Michaels Arts and Crafts

Front End Supervisor

As a Front End Supervisor I’m responsible for checking each associate in/out of their shift with a cash drawer. Creating daily break/lunch schedules and maintaining the front-end of sales floor. I also respond to customer complaints and approve merchandise returns and overrides. I maintain a high level of customer service and ensure that customers that shop with us have a grand experience and continue to shop with us.


Hilton Grand Vacations Club

Certified Vacation Advisor

As a Certified Vacation Advisor I was responsible for providing families with an unforgettable vacation experience. We gave previous hotel guests an opportunity to come and enjoy a grand vacation at one of our 39,000 properties. (Hilton’s version of vacation ownership.) Guests paid for their vacation over the phone via a credit card at which time I then set them up with a personal assistant who would assist in booking their vacation within a six month window.

Career medium 03
Career medium 04

Nevada Care Inc.

Customer Service Representative

As a Customer Service Representative I provided eligibility and benefits in an in-bound call center environment for medical, dental, vision, mental health, transplant and pharmacy to hospitals, medical providers, brokers and dental staff. I also handled return mail EOB’S and form letters for evidence of coverage. I maintained guidelines of call center while providing excellent customer service, and staying compliant under HIPPA regulations. I have product knowledge of HMO, PPO, HMA, and Navajo Nations Health Insurance Plans.


Las Vegas Valley Water District

Customer Service/Billing Rep.

As a Customer Care Representative I handled incoming calls within an inbound call center, providing customers with information on how to start/stop their water service. I provided information on our leak adjustment and water smart landscaping programs. I also handled disputes and all other customer service related issues. In October 2005 I was promoted to the billing department based on my work ethic where I became responsible for large accounts and mobile meter usage, which consisted of creating excel spreadsheets, direct billing and proofreading.

Career medium 06
Career medium 05

Sierra Health Services

Customer Service Lead

Responsible for researching and resolving complex, benefit, eligibility, and claim issues. Handled in-bound calls; from brokers, medical/dental providers, and inpatient/outpatient facilities. As a walk-in team captain and customer service lead I provided brokers, union employees and other providers with all aspects of HMO/PPO lines of business. Handled the tracking report for employee’s progress (call monitoring, coaching and one on one discussion) Handled weekly, monthly and year-end excel reports to staff, management and claims department. Experienced in; HPN, HMO, PPO, MCI and Senior Dimensions lines of business.


University of Nevada Las Vegas

Bachelors, Forensic Psychology

*2003 Pursued Bachelor’s Degree in Forensic Psychology.

Academy of Medical & Business Careers

Medical Office Management, Medical Biller

Community College of Southern Nevada

Associates, Forensic Psychology