Service Representative Customer

KOFI MAHONEY ***** Jefferson Creek Drive Alpharetta, GA 30005

Cell: 610-***-**** *******@***.***

sales/marketing – account management – order fulfillment – collections - benefits consultant

Proficient in ERP, SAP, and ISO 9000 systems

Excellent Computer and Leadership Skills

Process & Performance Improvement

Excellent ability to meet deadlines.

Excellent communication and writing skills.

Analytical & Conceptual Problem Solving

Familiar with CRM, and PeopleSoft

Familiar with Medical Billing and Coding

Proficient is Microsoft Office Suite

Relevant work experience in a support environment

Experience And Select Achievements

CNH INDUSTRIAL CAPITAL AMERICA – NEW HOLLAND, PA

contact management agent 2015- Present

Assist end customer in obtaining accurate and timely information regarding accounts, inquiries, or general business procedures.

Negotiate, approve, and initiate financial changes and other account maintenance requests within established delegation of authority.

Review, research, perform calculations and respond to internal and external customer inquiries.

EAST PENN MANUFACTURING INC (DEKA), LYONS STATION, PA

QUALITY CONTROL AUDITOR/MATERIAL HANDLER SUPERVISOR 2015- Present

Supervise two material handlers.

Perform internal and external ISO 9000 audits.

Maintain schedule of audit activity with customers

Provide timely and accurate reviews of customer corrective action and closure.

Implement policies and procedures per company guidelines

Balance and achieve positive results in the areas of safety and company, quality, production, employee relations and cost.

Responsible for maintaining the production schedule to ensure timely delivery.

Review work orders, bills of material, and customer files/documentation prior to releasing production.

Identify and resolve process problems that affect production production schedule; work closely with customer to ensure quality and delivery requirements are met.

Coordinate quality control programs.

Negotiate with clients to business and take appropriate action on collection irregularities such as payment discrepancies, adjustment, shipment errors, proof of delivery, customer complaints and inquiries.

Maintain customer satisfaction through reports and customer feedback.

Assists in the facilitating the execution of contracts to ensure compliance and support orders.

Interact with prospects and existing clients to understand problem statement.

AETNA U.S HEALTHCARE, BLUE BELL, PA

CLAIMS AND BENEFITS CONSULTANT/ QUALITY ASSURANCE SERVICE REPRESENTATIVE 2008 -

Consistently maintained production standards based on transactions unit per hour.

Managed claims on desk, route, queues, and ECHS within specified turnaround time parameters.

Developed a solid working relationship with clients, and other utility locate companies and their claims coordinators and management.

Resolved and negotiated claims recovery via phone, email, and letters.

Maintained a working knowledge of the entire claims process.

Assembled data, analyzed performance, indented problems and developed recommendations to support project management planning and operations.

Worked closely with the claims field investigator for claims submittals needs.

Lead by monitoring and auditing employees through contacts with customers by phone or email correspondence.

Participated in new client and onboarding from a transitions perspective.

Ensure the accuracy of all benefit enrollments and provide vendors with accurate eligibility information.

Performed quality checks of benefit related data.

Enroll and assisted clients with benefit claim issues and plan changes.

Provided necessary reports for allocation and billing charges.

Create and edit verification of benefits.

SOVERIGN BANK CORP, WYOMISSING, PA

CUSTOMER COLLECTIONS SERVICE REPRESENTATIVE/ TEAM LEADER 1995– 2001

Handled delinquent accounts and worked with outside collection agencies.

Participated in client account audits and strategic planning process.

Built rapport with and counsel customers on maintaining a status on their accounts.

Provided professional customer service and built rapport with customers through phone contact.

Lead the collections team by coaching and sharing best practices with the collectors.

Prepared monthly management reports and ensured compliance with customer credit reports.

Maintained and reduced the number of delinquencies.

RMH TELESERVICES, WYOMISSING, PA

SALES AND MARKETING REPRESENTATIVE 1991- 1994

Maintained customer files and post activity such as changed notices, scheduling changes and credit and shipment changes.

Consistently surpassed monthly sales quota.

Worked closely with accounts receivable department to help investigate miscellaneous invoices.

Sold credit card and credit protection insurance utilizing positive communication and strong sales skills.

Networked and developed positive relationships with referral sources and clients.

Identified, targeted and prioritized key accounts.

Education And Professional Development

DEGREE

Bachelor of Science in Information Systems Technology (Major) Albright College, Reading PA May 2006

Mass Media Communications (Minor)

Associate of Arts in Business Administration Reading Area Community College June 2000

CERTIFICATIONS

Principles of Banking – Sovereign Banking Corp

Crisis Prevention Intervention - National Crisis Prevention Institute Inc

Adult CPR First Aid Service Provider - American Red Cross

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