LiveCareer-Resume

customer service representative resume example with 17+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Summary

Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.

Skills
  • Report Generation
  • Credit Card Payment Processing
  • Report Creation
  • Customer Account Management
  • Multitasking and Prioritization
  • Upselling Products and Services
  • Order and Refund Processing
  • Courteous with Strong Service Mindset
  • Efficient and Detail-Oriented
  • Building Customer Trust and Loyalty
  • Calm and Professional Under Pressure
  • De-escalation Techniques
  • Creative Problem Solving
  • Customer Retention Strategies
  • Data Entry
  • Verbal and Written Communication
  • Understanding Customer Needs
  • Upbeat and Positive Personality
  • Call Documentation
  • Translation and Interpretation Services
  • Customer Service
  • Issue and Complaint Resolution
  • Transaction Processing
  • Data Entry and Maintenance
  • High-Energy Attitude
  • Courteous Demeanor
  • Product Organization
  • Technologically Savvy
  • Clerical Support
  • Adaptive Team Player
  • Promotional Support
  • Microsoft Office Expertise
  • Inbound and Outbound Calling
  • Customer Relations
  • Problem-Solving Abilities
  • Office Equipment Proficiency
Experience
07/2022 to Current
Customer Service Representative Andritz Neenah, WI,
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • 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.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Consulted with customers to resolve service and billing issues.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Set up and activated customer accounts.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Made outbound calls to obtain account information.
02/2020 to 07/2022
Fraud Investigator Customers Bank Wayne, PA,
  • Input information regarding fraud investigations into detailed reports for submission to clients.
  • Coordinated investigations with specialized units in insurance and law enforcement agencies.
  • Examined financial statements, written documents and audio files that could be used as evidence for fraud cases.
  • Scrutinized incidents in which insurance or credit card fraud was alleged to have occurred.
  • Utilized effective interpersonal and active listening skills during interviews with witnesses regarding fraud cases.
  • Determined existing fraud trends by analyzing accounts and transaction patterns.
  • Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
  • Prepared, documented and assembled evidence for potential prosecution and civil litigation.
  • Connected patterns for underlying account associations to discover undetected fraud.
  • Updated each claims suspension annually to promote continuity of active claim suspensions.
  • Tracked chargeback activity to identify best practices for determining fraud.
  • Participated in group discussions with team members to develop new ways to combat fraud.
  • Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio.
08/2018 to 07/2020
Insurance Agent Barrett Business Services Atwater, CA,
  • Engaged customers and provided high level of service by carefully explaining details about documents.
  • Received underwriting approvals after accurately completing applications for insurance coverage.
  • Analyzed customer needs and provided best options, upselling products and services.
  • Delivered individualized support and broad knowledge of company products to bring targeted services to individuals with varying needs.
  • Prepared proposals and conducted closing interviews to sell insurance products.
  • Serviced existing portfolios, assisting members with coverage questions and accurately processing policy endorsements.
  • Conducted telephone appointments with prospective clients to build rapport and sell insurance services.
  • Developed fact-finding interviews to determine need for coverage.
  • Prepared proposals and conducted closing interviews to increase insurance sales.
  • Explained different options to prospective clients, encouraging sale of insurance policies that best fit needs.
  • Responded to customer inquiries and problems to promote great service.
  • Explained coverage options to potential policyholders, answering questions or concerns.
  • Counseled prospects and policyholders on coverage, limits and regulations.
09/1998 to 12/2011
Medical Billing Specialist Healthpro Heritage Riverdale, NY,
  • Reviewed and verified benefits and eligibility with speed and precision.
  • Maintained current working knowledge of CPT and ICD-10 coding principles, government regulation, protocols and third-party billing requirements.
  • Prepared billing statements for patients, ensuring correct diagnostic coding.
  • Analyzed and interpreted patient medical and surgical records to determine billable services.
  • Prepared and attached referrals, treatment plans or other required correspondence to reduce incidence of denials.
  • Contacted patients for unpaid claims for HMO, PPO and private accounts and performed friendly follow-ups to ensure proper payments were made according to contracts.
  • Contacted insurance providers to verify insurance information and obtain billing authorization.
  • Accurately coded diagnostics and prepared billing statements for patients.
  • Meticulously tracked and resolved underpayments.
  • Consistently informed patients of financial responsibilities prior to services being rendered.
  • Completed appeals and filed and submitted claims.
  • Collaborated closely with other departments to resolve claims issues.
  • Applied payments, adjustments and denials into medical manager system.
  • Maintained timely and accurate charge submission through electronic charge capture, including billing and account receivables (BAR) system and clearing house.
  • Precisely completed appropriate paperwork and system entry regarding claims.
Education and Training
Expected in 09/2018 to to
Licensed Insurance : Property & Casulaty
Pathfinder of Indiana - Indianapolis, IN,
GPA:
Expected in 08/2015 to to
Fitness Instructor : Health And Fitness
Aerobics And Fitness Association of America (AFAA) Distance Education Center - Sherman Oaks, CA
GPA:
Expected in 12/2008 to to
Medical Coding : CPT/ICD
Indiana University Kokomo - Kokomo, IN
GPA:
Expected in 06/1985 to to
High School Diploma:
Springboro High School - Springboro, OH
GPA:

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Resume Overview

School Attended

  • Pathfinder of Indiana
  • Aerobics And Fitness Association of America (AFAA) Distance Education Center
  • Indiana University Kokomo
  • Springboro High School

Job Titles Held:

  • Customer Service Representative
  • Fraud Investigator
  • Insurance Agent
  • Medical Billing Specialist

Degrees

  • Licensed Insurance
  • Fitness Instructor
  • Medical Coding
  • High School Diploma

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