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Customer Service Specialist Resume Example

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CUSTOMER SERVICE SPECIALIST
Professional Summary

Extremely dedicated and detail-oriented Account Manager Specialist in Insurance, with verifiable track record of success handling escalated customer support issues. Effectively able to analyze customers information and provide them with correlating problem solving assistance and support. Highly organized and ability to balance multiple task simultaneously with the ability to work independently as well as part of a team. Good motivator with excellent customer service skills Ability to solve customer queries as well as set goals and meet objectives efficiently Possesses exceptional administrative and organizational skills Adept at conducting customer account research to fulfill request and to rectify data entry and billing errors. Willingness to learn Positive Attitude, Attention to Detail, People Oriented, Analytical Thinking, Problem Resolution, Account Management, Listening, Data Entry, Collections (20+years) Customer Service (15+years) Auto Recoveries 8+years)

Skills

Microsoft Word, Excel, Outlook, Microsoft Office, Spreadsheets, Email, Web and Social Skills

  • Customer and client relations
  • Verbal and written communication
  • Attention to detail
  • Conflict resolution
  • Documentation and reporting
  • Organizational ability
  • High efficiency
Work History
03/2006 to Current
Customer Service SpecialistRMS/Iqor – Richmond, VA
  • Handled day to day customer contact via phones, faxes, and emails Process incoming mail concerning billing and invoicing.
  • Make requested policy and account changes.
  • Promptly responded to general inquiries from policyholders, staff, and clients via telephone, mail, email, and fax.
  • Performing day to day financial transactions, including verifying, classifying, computing, posting, and recording accounts receivables data.
  • Reconcile the accounts receivable ledger to ensure that all payments are accounted for and properly posted.
  • Researched and responded to client queries as required.
  • Maintained and updated customer database files to ensure full accuracy of stored information.
  • Work hand-in-hand with management to stay updated on insurance information and be informed on any changes in the client's policies.
  • Handled the task of providing crucial administrative support in a confidential nature.
  • Responsible for preparing reports, managing records and follow-up with customers Assisted in training new employees and crossed trained with other departments.
  • Assigned the responsibilities of ordering office supplies, tracking equipment and coordinating group calendars.
  • Organized file research in lieu of misdirected payments and money.
  • Performed other task as delegated.
  • Managed a portfolio of over $900,000 in delinquent commercial insurance policies for Travelers Insurance Company.
  • Prepare account reconciliation, spreadsheets, manual invoices, customer correspondence and adjustments as required.
  • Initiate all customer service-collection activities (calls, letters, faxes, and emails) to customers & follow up on all items.
  • Uses multiple resources, quantitative and qualitative research methodologies to capture and interpret information.
  • Collect on all types of commercial policies including but not limited to bonds, deductibles, audits, workers comp, and earned premium.
  • Evaluate accounts and communicate with customers regarding payments.
  • Investigate circumstances of non- payment; negotiating and resolving conflicts; expediting payment or process Loss Policy Release Forms to remove accounts from collection.
  • Consistently improve customer satisfaction through expert resolution of conflicts, issues and concerns.
06/2002 to 03/2006
Senior Customer Service Collections RepresentativeOSI – Richmond, VA
  • Responsible for navigating the automated dialer system by way of inbound/outbound customer contact.
  • Collection on delinquent automobile loans (1-29 days).
  • Worked effectively towards maximizing account receivables by determining payment solutions.
  • Utilized available computer accessed skip-tracing resources to locate customers.
  • Provided exceptional customer service by educating consumers on loan execution, credit integrity, payment options and solutions.
  • Implemented training course for new recruits — speeding profitability.
11/1995 to 08/2001
Account Manager/Customer Service RepresentativeFNANB – Richmond, VA
  • Responsible for customer interaction, collections on delinquent accounts.
  • 30-179 days), payment negotiations skip tracing, and assisted customers.
  • with account concerns.
  • Strong Knowledge of FDCPA Laws.
07/1994 to 05/1995
Assistant ManagerCLAIRE'S – Richmond, VA
  • Responsible for opening and closing the store.
  • Managed cash flow and inventory.
  • Supervised employees, and helped customers with any concerns.
  • Interviewed job candidates and made staffing decisions.
  • Assigned employees to specific duties to best meet the needs of the store.
  • Examined merchandise to verify that it was correctly priced and displayed.
07/1992 to 05/1997
ReceptionistPeach Tree Hair Design – Richmond, VA
  • Responsible for answering telephone, greeting clients, scheduling.
  • appointments, and performing some billing and light accounting functions.
  • as well as other administrative duties.
Education
1996

Chesterfield Technical Center - Chesterfield, VA
1996
Advanced Diploma:
Lloyd C. Bird High School - Chesterfield, VA
Skills
account reconciliation, accounting, accounts receivables, accounts receivable, administrative, administrative support, billing, bonds, cash flow, closing, credit, clients, client, customer satisfaction, customer service, database, Email, fax, faxes, financial, Forms, Insurance, inventory, invoicing, ledger, letters, managing, Excel, mail, money, Microsoft Office, office, Outlook, Microsoft Word, negotiating, negotiations, policies, qualitative research, recording, research, scheduling, Spreadsheets, telephone, phones
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Resume Overview

Companies Worked For:

  • RMS/Iqor
  • OSI
  • FNANB
  • CLAIRE'S
  • Peach Tree Hair Design

School Attended

  • Chesterfield Technical Center
  • Lloyd C. Bird High School

Job Titles Held:

  • Customer Service Specialist
  • Senior Customer Service Collections Representative
  • Account Manager/Customer Service Representative
  • Assistant Manager
  • Receptionist

Degrees


  • Advanced Diploma :

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