Dedicated CSR/IT talented at processing high volumes of error-free transactions and meeting departmental goals. Offers 8 years of experience in customer service, retention and problem resolution. Smoothly manages conversational flow and diffuses difficult customer situations.
Skills
Technologically savvy
Courteous demeanor
Office equipment proficiency
Problem-solving abilities
Customer relations
Call Center Operations
System implementation
Inbound and Outbound Calling
Quality assurance controls
Experience
04/2021 to Current
CSRNew American Funding – Denver, CO,
Resolved interpersonal conflicts by listening, finding common ground and building relationships.
Exceeded customer satisfaction by finding creative solutions to problems.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Documented conversations with customers to track requests, problems and solutions.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Assessed customer account information to determine current issues and potential solutions.
Answered, screened and processed high volume of calls daily with call management system and web-based communications.
11/2019 to 01/2021
Lead CSRCircle K Stores, Inc. – Lillian, AL,
Accurately processed large volume of medical claims every shift.
Compared bills of lading against actual merchandise received, inspected for damaged goods and coordinated distribution to correct departments.
Logged inbound and outbound discrepancies, such as wrong product, incorrect quantities and damages.
Tracked inventory levels, handling aspects of shipping and receiving and kept accurate records.
Troubleshot product issues and fixed problems.
Reviewed customer interactions and activity reports to identify and address concerns.
Fielded customer complaints and rectified service issues.
Kept records of quality reports and statistical reviews.
Supervised and guided inspectors, technicians and other staff.
Completed various financial and quality audits for different departments.
Reviewed claims for accuracy before submitting for billing.
Evaluated pending claims to identify and resolve problems blocking auto-adjudication.
Stayed current on HIPAA regulations, benefits claims processing, medical terminology, and other procedures.
Tracked differences between plans to correctly determine eligibility and assess claims against benefits and data entry requirements.
Assisted new policyholders with processing claims.
Handled modification and updating of policies.
Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
Explained eligibility details and affordability options to patients with kindness and respect.
Processed benefits applications, including documents for food stamps and medical assistance.
06/2014 to 06/2020
CSRNew American Funding – El Paso, TX,
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Managed key account service, providing exceptional support to foster loyalty and retention.
Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
Oversaw customer support services for multiple locations.
Handled client inquiries with exceptional professionalism and enthusiasm.
Improved service quality and increased sales by developing strong knowledge of company's products and services.
Assessed customer needs and upsold products and services to maximize sales.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
Made outbound calls to obtain account information.
Reviewed account and service histories to identify trends and issues.
Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
Educated customers on special pricing opportunities and company offerings.
Education and Training
Expected in 2010
Diploma: Business Office Technology Brunswick Job Corps Center - Brunswick, GA GPA:
Expected in 2012
Associate of Applied Science: Business Administration Atlanta Technical College - Atlanta, GA GPA:
Expected in 2020
Bachelor of Arts: Business Administration Savannah University - Savannah, GA GPA:
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