Customer Service Representative II Resume Example
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CUSTOMER SERVICE REPRESENTATIVE II
Professional Summary
- Customer-focused Representative with a proved capacity to troubleshoot issues to ensure customer satisfactions.
- Established customer service skills along extensive collection and call center experience.
- Skilled customer service representative committed to addressing customer concerns with speed, accuracy and professionalism.
- Achievement in increased revenue by 75% within a 9-month time period.
Core Qualifications
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Experience
Customer Service Representative II04/2015 － 08/2015John Crane IncSanta Fe Springs , CA
- Planned and conducted feedback to customer and contractors regarding work accomplish from a generated service request Oversaw imputing service request into Siebel.
- Researched and resolved billing and invoice problems with Service Channel.
- Provided accurate and appropriate information in response to customer inquiries.
- Addressed customer service inquiries in a timely and accurate fashion.
Customer Service/Switch Board Operator11/2014 － 04/2015John Crane IncSeattle , WA
- Demonstrated mastery of customer service call script within specified time-frames.
- Addressed customer service inquiries in a timely and accurate fashion.
Customer Service Purchaser/Account Manager10/2014 － 03/2015Avis Budget GroupNew Windsor , NY
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Developed effective relationships with all call center departments through clear communication.
Collector/Account Manager02/2014 － 10/2014Safe Home Security IncCity , STATE
- Formulated and enforced Service Center policies, procedures and quality assurance measures by achieving 125 call a day.
- Led a team of customer service representatives to increase service center profitability.
- Properly directed inbound calls in phone queues to improve call flow.
Collector Specialist12/2012 － 10/2013The Outsourcing Group GlastonburyCity , STATE
- Formulated and enforced Service Center policies, procedures and quality assurance measures.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Negotiated customers outstanding balances in a timely manager, Complete any necessary correspondence to facilitate account resolution.
- Explaining EOB and Co-pays, along with deductibles to customers.
- Maintained strong understanding of ICD-9 Coding/Payer Guidelines, Understanding Contracts and payment terms.
Collector Specialist02/2012 － 12/2012TangoeCity , STATE
- Contracted position Support Account Manager to bringing delinquent accounts to date.
- Maintained up-to-date records at all times with system such as JP Morgan Chase and Commercial entered notes and post EFT, ACH, Checks received in Great Plains,
- Evaluated contracts for terms of payment n30,n45,n60 for payment.
- Addressed customer service inquiries in a timely and accurate fashion.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Communicated with Ariba and IBM to verify payment and receipt/processing of invoices.
Collector/Reimbursement Analyst02/2010 － 10/2011K-ForceCity , STATE
- Calculated figures such as discounts, percentage allocations and credits.
- Prepared spreadsheet for controller to show upcoming and outstanding payment Process Credit card payments using PayPal.
- Identifying with vendor and customer the needs and implanting.
- Researched and resolved billing and invoice problems.
Customer Service Representative II02/2006 － 09/2010Otis ElevatorCity , STATE
- Provided leadership within Call Center.
- Developed effective relationships with all call center departments through clear communication.
- Implemented changes to customer service program, resulting in 95% higher customer satisfaction ratings.
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
- Updating and maintain rosters along with inputting time-sheets for mechanics.
Customer Service Representative08/2005 － 02/2006American Home PatientCity , STATE
- Ran reports and supplied data to fulfill customer report requirements.
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
- Trained staff on how to improve customer interactions.
- Maintained strong understanding of ICD-9 Coding/Payer Guidelines Medicaid W619 Authorization, Checking insurance eligible.
- Explaining EOB to customers regarding co-pay and deductibles Understanding Contracts and payment terms of then Knowing and understanding ICD-9, Use of HICFA's, UB92, W619
- Speaking to Customers, Insurance Companies, Doctors' Offices about a vast array of items.
Collector/Reimbursement Analyst/Documentation Coordinator08/2001 － 12/2004Chartwell Southern New EnglandCity , STATE
- Provided accurate and appropriate information in response to customer inquiries.
- Addressed customer service inquiries in a timely and accurate fashion.
- Maintained up-to-date records at all times.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.Oversaw Account receivable operation for insurance companies
- Obtain claim status for payments for payments or rejection
- Authorization for medical necessary and send in the necessary paperwork for authorization
- W619 for Medicaid Authorization, with understanding of ICD-9 codes. Checking eligible.
- Arrangement payment arrangement for customer after insurance payments
- Doing appeal letters for claims that were reject by insurance companies
- Understanding Contracts and payment terms Knowing and understanding ICD-9, Diagnoses codes, HICFA's, UB92, W619.
Education
May 2014Bachelor of Science:Post University - Criminal JusticeCity, State
Legal Studies coursework
Coursework in Communications, Criminal Law and Public Administration
May 2012Forensic Accounting Certificate:Post University - Accounting City, State
Coursework in Finance and Business Development
Certified Fraud program
Community Involvement
- Board of Director Blackstone Village Condo Association-Served as Treasure for 10 years.
- Friends of th Library Meriden, CT Editor for their cable TV program for 5 plus years
Skills
Payment Processing Customer Relationship Project Management,Teamwork & Collaboration,Critical Thinking Resource Management Leadership Strategic Planning and Analysis, Interpersonal Communication
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Resume Overview
School Attended
- Post University
Job Titles Held:
- Customer Service Representative II
- Customer Service/Switch Board Operator
- Customer Service Purchaser/Account Manager
- Collector/Account Manager
- Collector Specialist
- Collector/Reimbursement Analyst
- Customer Service Representative
- Collector/Reimbursement Analyst/Documentation Coordinator
Degrees
- May 2014 Bachelor of Science : Post University - Criminal Justice
May 2012 Forensic Accounting Certificate : Post University - Accounting
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