Theresa A Houston

817-***-****

ac541u@r.postjobfree.com

linkedin.com/in/msladytee51

SUMMARY

My enthusiasm and commitment to excellence have served me well. I have extensive experience in dealing with the public mainly in an administrative/clerical, call center setting. I am a dedicated, dependable, service driven and most of all a reliable professional with more than 10+ years of experience providing excellent customer service. I have experience setting up new accounts, revising credit information on existing accounts, working on daily reports to insure credit limits are set properly to release orders in a timely fashion, making collection calls, providing credit approval on orders, closing duplicate accounts, preparing Final Demand Letters, preparing accounts for referral to collection agencies, contacting customers for tax information, and preparing small dollar write offs.

EXPERIENCE

MOUSER ELECTRONICS 02/19/2018 to 05/31/2018

[Customer Accounts Representative]

Responsible for setting up new accounts, revising credit information on existing accounts, working daily reports to insure credit limits are set properly to release orders in a timely fashion, making collection calls, increasing over-limit credit amounts on approved orders, closing duplicate accounts, preparing Final Demand Letters, preparing accounts for referral to collection agencies, contacting customers for tax information, and preparing small dollar write offs.

TRINITY INDUSTRIES PARTS & COMPONENTS 11/16/2015 to 12/01/2017

[Administrative Coordinator/Front Desk]

Provided professional and efficient administrative/customer service tasks to Trinity Industries customers, sales force and other internal departments. Independently carried out high volumes of work assignments to completion with minimal supervision requiring accuracy and strong attention to detail. Wrote and distributed emails, correspondence memos, letters, faxes and credit applications for new customers. Distributed/received and responded to railcar owners’ requests and inquiries on after market railcar parts and components. Conducted research, analyzed information, created quotes, keyed in orders, emailed order confirmations, provided drawing packages, and other necessary forms/paper work utilizing various business applications such as Microsoft Office, Word, Outlook, AS400, Sales Logics, BPCS and Internet Explorer. Executed confidential administrative duties and maintained an advance filing volume. Answered multi-line phone system, screened and routed calls to appropriate staff members and performed other related customer service and clerical duties as needed.

MAXIMUS/AEROTEK 6/2/15 to 8/15/15

[VA CHOICE A&A Specialist]

Maintained a strong knowledge of applications for verification and pre-certification processes for pre admitted/admitted/discharged patient accounts. Independently carried out high volumes of work assignments to completion with minimal supervision requiring accuracy and attention to detail. Correctly input information into patient management system. Appropriately communicated account needs related to under-insured, out of network coverage, inactive benefits, or any other additional items requiring attention or action. Worked with patients and providers to submit patient assistance applications. Ensured up to date knowledge of policies and procedures and compliance issues pertaining to Insurance Verification/Pre-certification. Completed consult sheets for Veterans waiting to receive medical benefits, verified diagnosis, location and other demographic information on the nearest VA hospitals, scheduled urgent visits, contacted the requested medical providers office to schedule appointments, re-confirmed appointment information with the patients, updated clinical notes, de-enrolled veterans' from the VA CHOICE program when requested. This job required a high level of flexibility and excellent communication skills as well as the ability to adapt to changes as the occurred in both the call center environment as well as patient volumes.

BLUE SHIELD OF CALIFORNIA WELLPOINT ANTHEM 09/2015 to 12/2015

[HRA SPD Health Risk Assessment Representative]

Answered inbound and/or made outbound calls for the Medi-Cal Program Affordable Act Open enrollment. Responded to patient inquiries on how to complete the Medi-Cal Health Assessment Surveys for new Anthem BlueCross BlueShield members. Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims. Analyzed problems and provided information/solutions. Operated a pc station to obtain and extract information, documents, activities and demographic changes in the database. Updated documents and insurance inquiries for accurate tracking and data analysis. Developed and maintains positive customer relations and coordinated with various internal customers within the company to ensure customer requests and questions were handled appropriately. Researched and analyzed data to address operational challenges and customer service issues. Provided external and internal customers with requested information. Under minimal supervision placed follow-up telephone calls, responded to patient e-mails answering customer questions that were routine in nature. Performed other advanced, diversified and confidential secretarial and administrative duties as needed.

VERIZON WIRELESS 04/20/2010 to 02/07/2014

[Sr. Customer Care Rep]

Handled high volumes of inbound customer calls, responsible for providing high quality customer service on calls that were generally routine and sometimes unique in nature. Also responsible for conducting Tier 1 troubleshooting when customers required device assistance. Provided customer service transactions, including but not limited to; equipment troubleshooting, call handling, billing, service and equipment inquiries and all other customer transactions. Handled customer escalations. Utilized troubleshooting guides and Tier 1 troubleshooting tools on all calls that required device assistance. Identified and assessed customer needs based on interactions. Offered and educated customers on the benefits of products and services and explained how the recommendations would add value to the customer’s wireless experience. Adhered to strict attendance guidelines, remained flexible and helped out when other office/clerical duties as needed.

COMCAST CABLE 03/24/2008 to 04/01/2010 [Bulk Residential Account Executive]

Operated in accordance with customer care policies, procedures, workflows and performance standards. Handled general account inquiries and troubleshooting of video, internet and phone products to resolve service issues with a first call resolution. Initiated sales and retention activities, up-sold and upgraded customers to the best company products or services. Performed diagnostic troubleshooting tasks requiring research and analysis of root causes for a variety of unpredictable service and repair calls. Assessed and communicated complex technical issues; created and coded trouble tickets, gathered customer history and scheduled trouble calls. Identified and reported system-related service interruptions. Worked various shifts in a 24 x 7 call center, adhered to strict attendance guidelines and performed other related customer service and clerical duties as needed.

EDUCATION

1984-1987 A.S. Degree, Yuba College,

2010 – 2014 selected courses @ Strayer University on-site campus-Human Resources

COMPUTER SKILLS

Sales Logics, BPCS, TAS, AS400, ACSS, Doorways, Web Portal, Avaya & Aspect phone systems, Call Care, Citrix, Care Compass, Microsoft Word, Outlook, various versions of Windows, Microsoft Office, MS DOS, Microsoft Works, Word Perfect, AS 400, Management Plus. Completed Medical Terminology A & B,12-Lead EKG, Ward Clerk and Medical Office courses.