Customer Service Manager

*Deveta Bedford-Figueroa

**** *** ******

Aurora, Illinois, 60506

H: 331-***-****

E-Mail: ****************@*****.***

Objective: To obtain a position in Customer Service, in a call center

environment that encourages advancements rewards achievement, with my

substantial experience skills, and proven ability in position involving all

aspects of customer service and employee assistance.

Experience: Relevant experience

KCA Financial Services

May 6, 2006-December 18, 2009

. Medical Billing Department: Collector

Call consumer about their medical bills that have been placed

in collection. Setup payment arrangements, took payment, or

Settle out the account to resolve the issue. Manage

commercial insurance, denied insurance, third party liability

claims and workers compensation claims. Many files have to go

back through Insurance, other files are in the Attorney

office, or Workman Compensation issues. I maintain a very

good rapport with the attorneys, clients and debtors.

Assessing all the cases and guiding on what action to be

taken at a time for a particular case. Help individual repair

their credit. Handle 75 calls per day.

AFNI

August 2000 - May 6, 2006

. One Bill Department: Subject Matter Expert

Rework bills, research accounts, investigate issues, assist with customer

service representative, submit issues on issue logs to resolve with other

departments, daily spread sheet, apply credits to accounts, change price

plans or any other correction to the accounts, assist with executive

relations, and weekly conference calls. I conducted training classes when

needed.

. On Star Department; Account Manager

Ran credit checks, ordered equipment, port in numbers, mobile number

changes, price plan changes, submit credit, rework accounts, change rate

plans, fixed issues that needed to be corrected. Technical Support, Pier

One. Handle 75-80 calls per day

. North East Care Department: Account Manager

Change rate plans, took payments by credit cards, debit cards, or

electronic check, program equipment, help customers set up account on

website, answered billing questions, explain any new promotions, equipment

upgrade, credit accounts, suspended services as well as restored services.

. Help Desk for Prepaid: Senior Account Manager

Troubleshoot for equipment, voicemail, feature changes, assisted with any

problems the customer service representative was unable to resolve.

. Activation Department: Agent

Manually activated accounts, assigned mobile numbers, ran credit checks,

rework accounts, performed change of liability, consolidated accounts and

split accounts, change mobile telephone numbers, electronic serial changes,

rate plan changes Pier One Troubleshooting.

References upon request

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