business process specialist resume example with 20+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
Home: (555) 432-1000
Cell:
resumesample@example.com
:
Summary
Ambitious, highly qualified bilingual customer service professional with strong customer relations skills and extensive experience in a fast paced work environment with a history of increasing responsibilities.
Skills
Customer Service
Call Center Operations
Inbound and outbound Calling
Courteous Demeanor
Efficient and Detail-Oriented
Multitasking and Prioritization
Microsoft Office
Conflict Resolution
Account Posting
Billing Data Verification
Billing and Invoicing
Verbal and Written Communication
Account Reviews
Data Entry Expertise
Relationship Building
Invoicing Proficiency
Itemized Statement Preparation
Account Management
Problem-Solving
Billing Issue Resolution and Support
Medical Terminology
Account Servicing
Credit Card Payment Processing
Issue and Complaint Resolution
Calm and Professional Under Pressure
Experience
Business Process Specialist, 07/2022 to Current Rtx – Idledale, CO,
Liaison to the individual business areas withing the organization evaluating, planning and implementing improvements
Served as primary interface between stakeholders and IT Department, communicating proposed implementations of new systems and current system upgrades.
Investigated and resolved Billing problems with self-motivated and knowledgeable approach based on sound understanding of failure analysis and statistical methodology.
Collected and analyzed user stories and leveraged data to enhance and expand future process planning and solution strategies.
Worked directly with clients to accurately define nebulous business requirements, designing operational frameworks suited to each customer's requirements.
Policyholder Service Specialist, 02/2009 to 07/2022 Carenational – Portland, ME,
Responded promptly to customers' concerns and coordinated swift resolutions to handle service issues.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Answered inbound calls, chats and emails to facilitate customer service. Handled high volume calls each day.
Demonstrated excellent communication skills in resolving product and consumer complaints.
Used proven techniques to de-escalate angry customers during telephone interactions.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Assisted customers with making payments or establishing payment plans to bring accounts current.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Set up and activated customer accounts.
Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Conducted testing of forms, rates, invoices, website, worked close with the Project manager, and Developers
Educated customers to facilitate online invoices and payment remittances.
Provided input to policies and systems, optimizing premium billing function.
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