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Customer Service Representative

Location:
Humble, TX
Posted:
July 10, 2015

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Resume:

Loretta Lavador

***** ****** ***** ***** *******, Texas 77060 832-***-**** cell acqog4@r.postjobfree.com

CUSTOMER SERVICE SUPERVISOR CALL CENTER OPERATIONS

Results-driven, performance-driven professional with extensive experience building and managing high-volume customer service, sales and call center operations. Delivered consistent gains in customer satisfaction and sales growth through expertise in staff training and development, work process design, measurement, analysis and improvement. Strong leadership, problem-solving and communication skills. Proficient in MS Office, Oracle, Avaya, CMS, Customer First, Discover, OMD and Ikonics software and the ARCS billing system. Flexible and responsive to change.

KEY AREAS OF STRENGTH

Call Volume Trend Analysis ● Forecasting & Budget Control ● Staff Recruitment & Training

Customer Service Management & Retention ● Payroll Operations ● Audit Management

Performance Management ● Teambuilding & Team Leadership ● Workflow Planning

PROFESSIONAL EXPERIENCE

St. Joseph Medical Center, Houston, TX 2012-2015

JOB SUMMARY:

Under the direct supervision of the Collections Manager, the Collector is responsible for account resolution and collecting on account receivables.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Monitor insurance claims by running appropriate reports and contacting insurance companies to resolve claims that are not paid in a timely manner

• Identify coding or billing problems from EOBs and work to correct the errors in a timely manner

• Identify problem accounts and escalate as appropriate

• Update the patient account record to identify actions taken on the account

• Work with patients and guarantors to secure payment on outstanding account balances

• Sort and file correspondence

• Practice and adhere to the “Code of Conduct” philosophy and “Mission and Value Statement”

• Other duties as assigned

MINIUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Communication - communicates clearly and concisely, verbally and in writing

• Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations

• Interpersonal skills - able to work effectively with other employees, patients and external parties

• PC skills - demonstrates proficiency in PC applications as required

• Policies & Procedures - demonstrates knowledge and understanding of organizational policies,

Procedures and systems

• Basic skills - able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accurately.

MARIMON BUSINESS SYSTEMS, Houston, Texas 2009 – 2010

Office technology reseller of state-of-the-art technology & best-in-class products

Account Supervisor

Recruited to manage the turnaround of billing operations experiencing excessive delinquencies and write-offs.

Assumed responsibility for a team of account coordinators and collections specialists, all training and coaching, scheduling and workflow planning, performance management and reporting.

Led an aggressive training/retraining effort, enforced policies and procedures and cultivated relationships with customers.

Tackled and successfully resolved a multimillion dollar delinquency portfolio to include collections, write-offs and credits.

DHL EXPRESS, Houston, Texas 2005 – 2009

Leading global provider of courier, express & parcel delivery services, a division of Deutsche Post

Supervisor, Call Center Operations

Four-year, award-winning career managing the recruitment, training, coaching and development of customer service and operations teams.

Supervised a call center operation employing a staff of 23, with responsibility for policy and procedure development, call volume trend analysis, forecasting, budgeting, workflow planning, performance management and reporting.

Loretta Lavador Page Two

PROFESSIONAL EXPERIENCE (Continued)

Handled and resolved escalated calls, ensured service levels were met and developed new processes and procedures to optimize quality and service delivery.

Repositioned team to achieve the First Choice Quality Award for exemplary customer service performance. Earned Quality Excellence Award for team leadership.

Led the transition and integration of 40 additional customer service associates into existing billing operations, and facilitated all cross-training efforts.

Chosen to stay on during the corporate restructuring and to close down operations as the company discontinued their domestic air and ground operations in the US.

IKON OFFICE SOLUTIONS, INC., Houston, Texas 1990 – 2005

Leading provider of innovative document management systems & services…a wholly owned subsidiary of Ricoh, a $20 billion global technology organization

Collections Supervisor / Collections Team Lead / Sr. Collections Associate / Aftermarket Sales Associate / Customer Service Representative

Fifteen-year career highlighted by increasingly responsible positions based on exemplary customer management and staff leadership talent.

Recruited as a Customer Service Representative and quickly tasked with scheduling technical field service team of 30 within dispatch operations.

Advanced to Aftermarket Sales to sell maintenance agreements to existing customers. Exceeded expectations and chosen to facilitate sales training on “How to Sell” aftermarket products and services.

Promoted to exclusively manage the collections for 2,000+ commercial accounts. Successfully resolved issues with delinquent accounts and selected to lead a collections team of 10 in managing major corporate account collections (i.e., Hewlett Packard, Chase).

Functioned as Training Facilitator in the launch and rollout of a new Oracle system.

Elevated to Collections Supervisor to manage a National Collection Team of 30+ resolving over $30 million in annual delinquencies. Concurrently provided portfolio support for the Customer Care Team and Major Accounts Team.

Held full responsibility for staff recruitment and training, workflow planning, performance management, labor costs and reporting.

Managed the consolidation and integration of collections operations to Macon, Georgia.

EDUCATION & PROFESSIONAL DEVELOPMENT

IKON Office Solutions

Train the Trainer (Oracle) ● Supervisory Leadership Training ● Customer Service Management

Performance Metrics ● Staff Recruitment & Training ● Internal Audit ● Billing & Collections

DHL Express

Quality Management ● Call Center Operations ● Forecasting & Trend Analysis

Supervisory Leadership Training



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