Customer Service Quality Control

Location:

Posted:

March 26, 2013

Porsha F. Chester

*************@*****.***

EXPERIENCE HISTORY

PSCU

Clearwater, Florida

Member Service Representative October 2012-

Current

Answering incoming calls in an inbound customer service call center environment.

Assisted credit union members with various account inquiries and home banking assistance

Performed Credit Union to Credit Union transfers as well as account to account transfers.

Escalated various account inquiries to actual Credit Union.

IADI Online Tampa, Florida

Student Accounts Rep/Records Clerk June 2009-November

2012

Answering inbound calls, emails, live chats as well as facilitating payments of student’s outstanding balances.

Making collection calls to active students and follow-up to ensure timely receipt of payment scheduled.

To act as a liaison between the employer and the student to administer employer reimbursement funding for

student tuition

Knowledgeable of Financial Aid packaging, works with Financial Aid advisor to assist with any discrepancies.

Auditing student accounts, processing tuition payments by ACH, EFT, CC, and checking and savings accounts.

Responsible for providing quality customer service to the students within a 24 hour turnaround is met.

Diabetic Supply USA Clearwater, Florida

Customer Service Agent/ AP/AR Representative March 2004-May 2009

- Provided world-class customer service in a call center environment.

Verified insurance information for accuracy and completeness, resolves discrepancies as needed.

Making collection calls and exhausting all collection efforts to reduce delinquency in accounts.

Verify claim submissions, follow-up and file claims

Organized a departmental AP/AR financial tracking system

Various clerical duties- answering phones, faxing, scanning as needed.

LEADERSHIP EXPERIENCE

GLS Clearwater, Florida

Quality Control Supervisor June 1998-December 2001

Monitored phone calls for 10 plus employees to ensure they upheld the policy, procedures, and ethical

standards.

Supervised employees to ensure compliance of the local state and federal FCC rules and regulations met

standard.

Produced weekly evaluations in one on one sessions to manage performance, goal expectations and adherence.

EDUCATION

Hillsborough Community College Tampa, Florida

Associate of Arts in Business Administration May 1996