Customer Service Representative

Kim Jefferies

*** ********** ****** *******-*****, NC 27105 *336-***-**** * *************@*****.***

Summary

Self-motivative individual with excellent customer service, collections and problem-solving skills.

Skills

Strong organization & active listening skills with proficient accuracy

Adaptive personality that works well individually or as a team member

Proficient 10-key, data entry and types 60 wpm

Working knowledge: Microsoft Word, Excel, Clarify, Care & Telegence Billing Systems, Axys, Siebel, Phoenix, Kronos, Opus, Medical Manager and Internet

Effectively communicates with customers, colleagues and all levels of management

Able to work in high pressure environments while committing to a job well done

Professional Experience

AT&T Mobility- Greensboro, NC 4/2005-1/2018

Customer Service Representative

Assisted small and large business customers with billing questions, rate plans, features and wireless phones

Provided tier 1 troubleshooting assistance

Added lines to active accounts, ordered accessories and changed account features

Ported numbers over from different mobile carriers

Technical Support Representative

Provided tier 2 troubleshooting assistance, including checking for outages in customer’s regions

Opened trouble tickets to get issues resolved

Followed up on existing open tickets with customers

Business Loyalty Representative

Save team member assisted customers that wanted to cancel service

Provided discounts for accessories, rate plans, equipment and bills

Solutions Support Representative

Strong decision making and conflict resolution skills while assisting with escalated calls

Educated other representatives on policies and procedures and where to locate information

Novant Health Forsyth Medical Center, Winston-Salem, NC 1/1997-8/2004

Patient Account Representative

Administered phone collections on past due insurance accounts

Composed Customer Service Action Forms for follow-up with patients and insurance companies

Insurance Claims Representative

Processed paper and electronic billing to insurance companies for payment

Corrected pre-bill errors made during billing process

Payment Poster

Effectively posted insurance payments on patient accounts

Maintained patient’s profiles and posted charge entries on their accounts

Updated patient’s demographics

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