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CSR Resume Example

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Michelle Palmer
Summary

Personable and dedicated Customer Service Representative with extensive experience in Administrative industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.Administration

Skills
  • Report generation
  • Credit card payment processing
  • Report creation
  • Route management
  • Project management abilities
Experience
CSR
City, StateCompany Name/May 2018 to Apr 2020
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Documented conversations with customers to track requests, problems and solutions.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Assessed customer account information to determine current issues and potential solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
Office Manager
City, StateCompany Name/Oct 2017 to May 2019
  • Oversaw day-to-day office operations, including receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
  • Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
  • Updated details in company database by keying in customer contacts and delivery dates.
  • Managed office inventory and placed new supply orders.
  • Handled scheduling and managed timely and effective allocation of resources and calendars.
  • Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
  • Coordinated office activities and operations to secure efficiency and compliance with company policies.
  • Elevated customer satisfaction ratings by resolving client and case issues effectively.
  • Reduced financial discrepancies by accurately managing accounting documentation in QuickBooks while maintaining case costs and billing processes.
  • Automated office operations for managing client correspondence, payment scheduling, record tracking and data communications.
  • Wrote professional business correspondence to maintain strong line of communications.
  • Directed and oversaw office personnel activities.
  • Planned for major business changes, including system conversions and office moves.
  • Solicited vendor quotes to determine optimal material purchase pricing.
  • Reduced financial discrepancies by accurately managing accounting documentation while maintaining case costs and billing processes.
  • Distributed memos and updates to apprise departments and divisions of corporate objectives and developments.
  • Managed office budget to handle all needs, including inventory, postage and vendor services.
  • Conferred with business leaders to evaluate needs and strategize operational improvements.
  • Developed long-term budgets covering office supplies and equipment maintenance to meet organizational demand.
  • Conducted staff performance evaluations to monitor progress and recommend professional development plan.
  • Coordinated travel arrangements by booking hotel rooms, car rentals and flights for staff.
  • Directed team of 25-30 professionals to meet team needs in fast-paced environment.
  • Streamlined back office services for clients to promote proper functionality and positive user experience.
  • Culled knowledge of federal and state-level mandates to assess compliance across areas of operation.
  • Drafted manuals and resources for identifying access to services.
  • Cultivated community relations and worked with teams to optimize programs.
  • Aided senior leadership during executive decision-making process, meeting with clients to research case, collect data, prepare settlement packages and interpret information for daily report generation.
  • Discussed performance-based objectives with department managers to determine contributory value of office programs.
  • Oversaw CRM updates and backups, report generation and troubleshooting requisition.
  • Mitigated regulatory risks by guaranteeing program requirements met compliance standards.
  • Created training program for new office employees, decreasing training time for employees
Scheduler Coordinator
City, StateCompany Name/Mar 2010 to Oct 2017
  • Processed payments and updated accounts to reflect balance changes.
  • Created and maintained accurate and confidential patient files according to regulatory mandates.
  • Maintained office supplies inventory by checking stock and ordering new supplies as needed.
  • Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
  • Completed claims forms for different types of appointments and worked on resolutions for denials or other insurance issues.
  • Contacted other medical facilities to confirm medical histories and prevent inaccurate diagnoses.
  • Transcribing daily meetings and appointments using numerous softwares and organized documents for streamlined office functionality.
  • Coordinated office schedules for new patients, diagnostic assessments and procedures.
  • Kept office spaces well-stocked with administrative and medical supplies.
  • Adhered to HIPAA requirements to safeguard patient confidentiality.
  • Prepared new charts, updated existing charts and managed records transfers between offices.
  • Handled office inventory for medical facility, including placing orders.
Education and Training
High School DiplomaMelville Senior High Jun 1989City
Person Center TrainingRelies Academy Aug 2021City
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Resume Overview

School Attended

  • Melville Senior High
  • Relies Academy

Job Titles Held:

  • CSR
  • Office Manager
  • Scheduler Coordinator

Degrees

  • High School Diploma
    Person Center Training

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