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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
  • Strong medical ethic
  • Problem resolution ability
  • Extensive medical terminology knowledge
  • Effective time management
  • MS Office proficiency
  • Great Plains knowledge
  • Microsoft Excel expert
  • Knowledge of GAAP guidelines
  • Ethical approach to finance
  • Quicken expertise
  • Intuit QuickBooks specialist
  • Active listening skills
  • Sharp problem solver
  • Courteous demeanor
  • Energetic work attitude
  • Large cash/check deposits expert
  • Inventory control familiarity
  • Invoice processing
  • Customer service expert
  • Telephone inquiries specialist
  • Negotiation competency
  • Proficient in customer account software
Experience
Customer Service Representative II04/2015 － 08/2015Express Employment Professionals-First Service NetworksMeriden, CT
  • 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 － 04/2015Aetna- Rose InternationalHartford, Ct
  • 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 － 03/2015CC Cash FundraisingEast Hartford, CT
  • 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 IncCromwell, CT
  • 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 GlastonburyCharlotte, NC
  • 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 － 12/2012TangoeOrange, CT
  • 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-ForceHartford, CT
  • 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 ElevatorFarmington, CT
  • 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 PatientNew Britain, CT
  • 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 EnglandEast Berlin, CT
  • 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 JusticeWaterbury, CT

Legal Studies coursework

Coursework in Communications, Criminal Law and Public Administration

May 2012Forensic Accounting Certificate:Post University - Accounting Waterbury, CT

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

Companies Worked For:

  • Express Employment Professionals-First Service Networks
  • Aetna- Rose International
  • CC Cash Fundraising
  • Safe Home Security Inc
  • The Outsourcing Group Glastonbury
  • Tangoe
  • K-Force
  • Otis Elevator
  • American Home Patient
  • Chartwell Southern New England

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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