Customer Contact Representative resume example

• Handled customer complaints about company operations, services and policies with knowledgeable and professional responses. Acted as the point of referral for any escalated accounts.
• Provided employees a queue rotation, dialer schedule, and direction at the beginning of each shift. Worked with supervisors to ensure agent adherence to schedules.
• Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts.
• Utilized knowledge of the call center caller issues, business line operational program goals and objectives within the organization to push hourly, daily and monthly goals.
• Monitored collector calls for coaching and technique to ensure FDCPA guidelines, client standards, and company policy was being adhered to.
• Interacted with contact representatives to advise on opportunities to improve quality performance, clarified processes and procedures and other appropriate activities for improving the quality of services to internal and external customers.
• Recommended improvements when identifying more effective methods of collecting debts and documented problems in narrative reports
• Analyzed a full range of diverse program concerns, needs, and requirements to identify and recommended processes, products,and solutions to meet goals and objectives.
• Mentored new members on scripts, strategies and company information to maximize performance.
• Collaborated with the HR team to determine organizational needs and position requirements for potential employee candidates.
• Interviewed potential participants to determine eligibility. Received and reviewed candidate resume and job application submissions to approve or deny applicants for initial interviews.
• Monitored production of employees and clients with use of Microsoft office programs such as Word, Excel,PowerPoint and Outlook.
• Assisted in open/close of business. All while I maintained 100% of a my required monthly goal.

BILLING REP/PATIENT SERVICES 07/2007-09/2010

• Received and created telephone calls to patients and/or legal representatives with attempt to collect outstanding medical debt.
• Created repayment plans based on account holders' financial status and repayment abilities.
• Researched and resolved incorrect payments, EOB rejections, and other issues with outstanding accounts. Follow up on insurance and patient aging. Re-submit insurance claims as necessary.
• Gathered required information from customers for settlement reviews to help negotiate down debt with creditors.

• Responded to customers questions and concerns regarding internet, phone and cable service.
• Maintained efficient knowledge of current billing systems to include; the ability to enter all work orders, billing, adjustments, updates to customer information, and account documentation.
• Understanding of services including pricing, features, and benefits: Determining customer needs and matching service needs.
• Recommended merchandise to customers based on needs and preferences.
• Educated customers on special pricing opportunities and company offerings.

• Responded to current and/or prospective customers regarding service connections, disconnections, emergencies service orders, marketing programs, billing questions and payment arrangements.
• Received and processed transactions and requests based on designated level of authority.
• Reviewed, analyzed and corrected errors on customer accounts to ensure accuracy using an online Customer Information System.
• Researched potential discrepancies on customer accounts and took appropriate action to verify customer identify, address, and any delinquent Company account(s) as required.
• Kept abreast of , and complied with applicable laws, regulations, policies, procedures and standards.
• Informed customers about billing procedures, processed payments and provided payment option setup assistance.