Customer Service Quality Assurance
Resume:
Emily Withrow
Email: *********@********.***
Address: *** * ***** ** *** E8
City: Federal Way
State: WA
Zip: 98003
Country: USA
Phone: 206-***-****
Skill Level: Experienced
Salary Range: 20
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
EMILY T. WITHROW
206-***-**** a *********@********.***
CUSTOMER SERVICE/CLIENT RELATIONS PROFESSIONAL
Highly motivated Professional with over 13 years of comprehensive experience in customer service and client relations seeks stable, challenging position within a progressive, growing company where specialties and skills can be best exercised and new knowledge and skills can be acquired. Combine a dependable and professional work ethic with a genuine desire to help individuals seeking assistance. Bring initiative, resourcefulness and dedication to any challenge ensuring that organizational objectives and standards are met and, whenever possible, exceeded. Possess additional experience in areas of financial assistance and account resolution in medical and retail environments. Has consistently proven the ability to exceed customer satisfaction expectations.
AREAS OF EXPERTISE
a Client Relations
a Collections
a Accounting
a Insurance Billing
a Database Systems
a Communications
a Accuracy
a Report Writing
a Correspondence
a Organization
a Postal Expertise
a Research
a Leadership
a Strategic Planning
a Team Player
a Office Support
a Administrative Support
a Records Management
PROFESSIONAL PROFILE
a A strong self-starter able to work in independent environment
a Exceptional and innovative approaches to identifying and solving complex organizational issues to increase efficient workflow
a Highly adaptable, rapidly learning new procedures with the ability to put new concepts into application, quickly adjusting to changes in schedule, structure, environment and objectives
a Compassionate, caring and sensible individual, exhibiting exceptional communication and interpersonal skills, while paying attention to the unique needs of every customer and client
a Excellent face-to-face and telephone communication skills
a Highest level of technical proficiency
a Typing 53 words per minute with 100% accuracy
a Knowledge of Fair Debt Collection Practices Act and Health Insurance Portability and Accountability Act (HIPAA)
a Experience with diverse database systems to resolve a variety of patient /customer accounts
EMPLOYMENT HISTORY
Senior Customer Financial Services Representative Verizon Wireless Bellevue, WA 2010 a 2012
Negotiated customer payment arrangements to bring in revenue and help customers to avoid additional fees. Acquired knowledge of products and billing processes. Other duties include:
a Fielded 3000-4000 collection calls per month to protect billed revenue and bring in over $3 million for the company in 2011.
a Regularly tracked performance metrics in order to recognize areas of strength and weakness in order to address them in a timely manner.
a Participated in a variety of trainings to increase knowledge and collections skills.
a Assisted fellow employees in best approaches to collecting.
Emily T. Withrow 206-***-**** Page 2
a Performed regular account maintenance to ensure accurate information and improve the effectiveness of communications with customers.
a Actively participated as a member of the Verizon Wireless team to close a 900 person facility while maintaining high quality customer service.
Notable Achievements:
a Customer compliments regarding quality of service
a Meeting or exceeding performance metrics on a consistent basis.
Customer Service/Support Representative ACS, Inc/Patient Accounting Service Center (P.A.S.C.), Kent, WA 2001 a 2009
Performed a variety of customer service, customer relations, and support duties. Examples include:
a Verified billing information and resolved hospital insurance account issues between patients, insurance companies, and the individual hospitals.
a Organized, researched, and processed correspondence for patients, numerous large and medium workload clients, and insurance.
a Assisted patients in processing hospital charity applications and provided federal poverty guidelines.
a Researched Explanations of Benefits and generated requests for account adjustments.
a Increased efficiency by developing new filing and mail return processing systems.
a Utilized knowledge of automated stamp machine, processed outgoing and certified mail and delivered certified mail to Post Office.
a Managed the processing and calculation of payment assistance applications for numerous medium workload hospital clients.
a Accomplished tasks efficiently, thoroughly and before deadline.
Notable achievements:
a Consistently received exemplary Quality Assurance scores for Customer Service calls
a Regularly met or surpassed production goals
a Processed faxes within one day of hospital request
a Revised recording process for mail return efficiency to reflect from 800 to over 1,000 accounts per day
a Routinely processed between 50 and 200 phone calls per day, depending on queue volume
EDUCATION & PROFESSIONAL TRAINING
City University of Seattle Bellevue, WA
Bachelor of Science in Business Administration with emphasis in Human Resources
Graduated in 6/2012
Graduated with a Grade Point Average of 3.7
Western Washington University Bellingham, WA
Bachelor of Arts in Psychology with a Minor in History
Graduated with a Grade Point Average of 3.34
EXCEPTIONAL REFERENCES AVAILABLE UPON REQUEST
Contact this candidate