Customer Service Administrative Assistant
Resume:
Amy Monroe
Email: *********@********.***
Address: **** ********* **
City: Indian Trail
State: NC
Zip: 28079
Country: USA
Phone: 704-***-****
Skill Level: Experienced
Salary Range: $31,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Amy Monroe
3304 Braefield Dr
Indian Trail, NC 28079
*********@********.***
* OBJECTIVE: To work as a Customer Care Representative where my experience in customer relation will be helpful got improving the rate of customer satisfaction and enhancing the brand name of the organization.
List of Strengths:
* Possess effective written and verbal communication skills
* Ability to perform tasks independently as well as part of a team
* Good motivator with excellent presentation skills
* Ability to handle multiple tasks and solve customer queries efficiently
* Possess excellent customer service skills
* Goal oriented and ability to set goals as well as meet objectives
* Possess excellent monitoring and supervisory skills
* Excellent administrative and organizational skills
* Highly initiative to manage a busy workload without close supervision
SUMMARY
* Certified Professional Coder (CPC), Certified Medical Administrative Assistant (CMAA), Certified
* Billing and Coding Specialist (CBCS)
* Completed 18 month Health Care Information Management Program
* 10+ years customer service and general office administration including billing, and A/R
EMPLOYMENT HISTORY
MedFlow, Charlotte NC- Oct 2011-Present
* Provide customer service directly to clients based on MedFlow application process.
* Handled escalated calls in regards to the program going down, with technical trouble shooting
* Assigned the tasks of receiving customer calls regarding request of services and products
* Handled the responsibilities of troubleshooting products and services to meet customer satisfaction
* Consult and analyze with customer about the services and products offered by the organization
* Performed other tasks as delegated
* Responsible for dealing with customers and explained them about the operating procedures of the organization
* Solved customer queries and concerns in an efficient way
* Handled the tasks of explaining services and answering questions to clients
Horizon Eye Care Charlotte, NC
Customer Service/Appointment Desk June 2008-September 2011
* Provide direct customer service and appointment scheduling with 20 doctors at 7 different locations.
* Triage emergency calls from patient needing immediate attention.
* Provide fax numbers, address direct connect with doctor to doctor, hospital consults and Workman Compensation claims.
* Working with customer demographics through our online WebSite.
Sprint/Nextel Charlotte, NC
Customer Care Associate 2006-2008
* Provided direct customer service for incoming maintenance calls regarding account issues and updates
* Processed account inquiries, generated mail, and initiated customer contact while providing quality customer service
* Marketed quality Sprint/Nextel products to meet customer satisfaction
JK Carpets, INC. Locust Grove, VA
Office Manager 2004-2006
* Managed the office for a flooring company with six employees
* Oversaw subcontracting billing, account receivables, and inventory
* Organized team outings and events
* Utilize strong prioritization, organization and time management skills to ensure all subcontractors and billing paid on time
* Maintained compliance with OSHA for business requirements
* Handled Customer Service line for repairs and questions concerning new home owner flooring
* Scheduled all out going work, maintained good communication skills with different Foreman at job sights
CAPITAL ONE Fredericksburg, VA 1995-2004/Escalated Research and Response Group 2002-2004
* Researched and followed up on problems and complaints escalated from the associate level regarding account issues
* Interacted with other areas of the company to resolve complex problems.
* Proactively provided feedback to management regarding issue trends.
* Utilized analytical and judgment skills to work successfully and independently in a multi-tasked environment
* Utilized strong prioritization, organization and time management skills to resolve issues in an immediate and complete manner
* Reviewed and investigated highly sensitive and confidential customer information.
* Worked in a fast-paced environment on a process deemed essential by Capital One's Senior Management
* Account Supervisor/Manager 2001-2002
* Fielded escalated account issues in a call center environment.
* Applied strong communication skills and analytical abilities to identify and resolve customer problems
* Provided efficient troubleshooting support via the telephone.
* Provided excellent customer service by researching and resolving account inquiries in a timely and efficient manner
CAPITAL ONE -continued- 1995-2004
Team Leader 1999-2001
* Responsible for up to seven associates regarding performance in sales, attempts, and quality as well as attendance during four week training period.
* Created and delivered evaluations based on associate performance
* Coached and counseled associates as needed based on current job performance, attendance or unethical behavior
* Communicated with manager and supervisor on class performance and communicated concerns and daily agendas to other Team Leaders working within the group
* Provided assistance with supervisor calls, faxing letters, and retrieving statement copies
* Created PowerPoint presentations to assist Team Leaders with associate development
* Supported the Account Supervisor Team by taking calls during periods of high call volume
* Provided floor coverage when managers or supervisors unavailable.
* Worked well independently and as a team member
* Skilled at establishing rapport with individuals at all organizational levels and from diverse backgrounds
Customer Relations Associate 1995-1999
* Handled incoming maintenance calls regarding account issues and simultaneously updated systems
* Processed account inquiries, generated mail, and initiated customer contact while providing quality customer service
* Marketed products to customers
* Acted as resource to peers for account management issues
* Received additional training in Collections, Stress Management and Diversity
* Selected to be cross trained in Credit and Telesales based on outstanding performance
* Designated as a shadow program mentor. Enabled new associates to learn proper techniques by observing handling of actual calls
EDUCATION
New Horizons Computer Learning Center Charlotte, NC
HealthCare Information Management Program 2007-2008
Coursework: Medical Coding Fundamentals I/II (CPT, ICD-9 ); Insurance Billing, and Coding Essentials; Automated Medical Office; Medical Office Procedures and Administration;
Human Anatomy, Physiology, and Medical Terminology; Business Organization
Certifications: Certified Medical Administrative Assistant (CMAA) 2/2008
Certified Billing and Coding Specialist (CBCS) 3/2008
AAPC Certified Professional Coder (CPC) 8/2008
Microsoft Office Specialist (MOS)
Germanna Community College Fredericksburg, VA
Completed coursework in Special Needs Education 2002-2003
COMPUTER SKILLS
Windows XP, MS Office 95, Excel, PowerPoint, QuickBooks, Outlook, Lotus Organizer, NetSuite
Capital One In House: Casper, Cold, Unisys, Odyssey, Amdahl, Witness and Tandem
Sprint In House: Web based Help Systems, Premiere, P2k
Horizon Eye Care: CareTracker, Brevium, SRS, QSI
MedFlow: MedFlow- Clinical Application, Barracuda, Enexity NetSuite
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