CUSTOMER SERVICE REP / OVER 10 YEARS EXPERIENCE CORPORATE & GOVERNMENT SETTINGS Expert customer service professional offering:
*Over 10 years of experience providing extensive customer support in a busy corporate and government settings
*A strong commitment to customer service, with the ability to establish and maintain effective working relationships with customers and employees, resolve complex issues and win customer loyalty
*Strategic -relationship /partnership building skill---attentive listener, great communicator, quick learner, creative problem solver, and use tact and diplomacy to find common ground and achieve win-win outcomes
Skill Name Skill Level Last Used
Customer Service Expert Currently
Call center Service Operation Experienced Currently
Sale Generation Entry Level Currently
Complain Handling / Dispute Resolution Expert Currently
Data Entry / Record Management Expert Currently
Multiple phone Use Experienced previously / 3 years Microsoft Excel, Word and Power Point, Outlook, Lotus Notes, Data entry, Genero, CIS
Adaptability and ability to work under pressure
Certified Notary Public
Leadership: Regularly use interpersonal skills to relate to and motivate others toward desired goal
Customer Service RepresentativeApr 2013 to Current Byram Healthcare － Worcester, MA
Handle customer inquiries, complaints, billing questions and payment requests.
Calm angry callers, repair trust, locate resources for problem resolution and design best option solutions.
Key Accomplishments: Managed a high-level workload within a deadline driven environment.
Answered an average of 400 calls in any given week and consistently met performance benchmarks in all areas (speed, accuracy, and volume) Maintain high regard for patient privacy in accordance with Corporate Code of Conduct Help trained new reps Provide assistance to patient(s) in contacting their nurses / insurance plan Document appropriate follow-up actions resulting from customer inquiries; ensure problems are resolved to the customer's satisfaction within the required timeframe Officially commended for initiative, enthusiasm, tenacity, flexibility, professionalism, dependability, detail-orientation and intensive customer focus in performance evaluations.
Human Resource Admin/Front Desk CoordinatorJun 2011 to Dec 2012 Babcock Power Incorporated － Worcester, MA
Handled incoming calls from employees, customers, and vendors as well as provided support to the Director of Human Resources on personnel matters and assisted with recruitment and interview process.
Key Accomplishments: Conducted research and compile data for reporting to the Massachusetts Equal Employment Opportunity Commission; maintain employee database Screened all resumes submitted for open positions in order to find the most qualified candidates for a multi-million dollar company Reconciled monthly employee benefits for the company and its 10 subdivisions Performed special projects to assist Legal and Engineering departments Coordinated travel arrangement Maintained calendars and arranged job interviews including travel and hotel accommodation Processed expense reports and tuition reimbursements.
Registry Clerk InternMar 2011 to Jun 2011 Commonwealth of Massachusetts Registry of Probate － Worcester, MA
Responded to customer needs, located the correct forms in database for customers as well as processed payments.
Filed divorces, child support, child custody, visitation and other activities within the Family and Probate registry; assisted with issuing summons Issued and mailed track notices to lawyers regarding summons to be served upon defendants Assisted in the docketing, data entry and scanning of documentation Researched and outlined motions on several practical issues for lawyers, judges and clients on as-needed bases.
Senior Customer Service CoordinatorMay 2008 to Aug 2009 Praxair Healthcare Services － Worcester, MA
Interacted heavily with internal and external customers via telephone and in person to open and close new and old accounts.
Maintained paperwork and mainframe database for customer account records.
Initiated new account set-ups on behalf of healthcare providers to assist patient with delivery of homecare supply Created medical files for new patients; managed 1000+ total accounts annually Verified insurance coverage with various insurance companies both on-line and by telephone Ensured that all required information was included in the medical report for billing purposes; resolved insurance discrepancies Conducted an onsite visits with patients to assist with medical equipment.
Senior Customer Service RepresentativeFeb 2006 to May 2008 Lincare Incorporated － Cherry Valley, MA
Generated, completed, and maintained historical information for appropriate customer service records retention.
Attracted potential customers by answering product and service questions; suggested information about products and services.
Managed the account of healthcare providers prescribing medical supplies for their patients Reported patient, insurance, prescriptions, and other information to the home office of a daily basis Managed approximately 800 accounts of healthcare providers Verified insurance coverage and advised collections department about required actions concerning billing Processed patient information on series of forms where accuracy and timely action were essential.
Senior Registration CoordinatorFeb 2002 to Oct 2004 AMI Leasing Company － Worcester, MA
Tracked and monitored via computer, reports and work assignments within the department to ensure their completion.
Provided guidance, trained and cross trained other employees.
Key Accomplishments: Certified in various states to register new vehicle registration, issue of plates and stickers Prepared and processed new vehicle registrations as well as transfers and renewals Performed functions of manager in her absence including staff and petty cash Monitored state monitor vehicle registration; ensured compliance with the registry of vehicles regulatory compliance in all 50 states Performed a variety of complicated tasks.
Masters of Business Administration (MBA), Business Management2015Assumption College － Worcester, MABusiness Management
Bachelor of Science, Social Science Criminal Justice Political Science2013Assumption College － Worcester, MAGPA: cum laude Alpha Sigma Lambda, Assumption College, October 2012Social Science Criminal Justice Political Science cum laude Alpha Sigma Lambda, Assumption College, October 2012
benefits, billing, Call center, interpersonal skills, clients, Customer Service, Data Entry, database, delivery, documentation, expense reports, focus, forms, homecare, home office, Human Resources, insurance, Leadership, Legal, regulatory compliance, Lotus Notes, Director, mainframe, Microsoft Excel, Outlook, Power Point, Word, Notary Public, assist patient, assistance to patient, patient privacy, personnel, problem resolution, recruitment, reporting, research, scanning, telephone, phone