Customer Service Representative
Resume:
LaBarbara Brown
Charlotte, N.C. *****
***********@*****.***
OBJECTIVE:
To provides outstanding customer service support to the organization by obtaining, analyzing and verifying the accuracy of order information in a timely manner. Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction being maintained. Prepared and documented customer service summary reports. Co- ordinate the handling of difficult and/or unusual customer escalation situations. Team player and the ability to provide strong interpersonal relationship skills to increase customer loyalty.
Professional Experience
Verizon Wireless-Charlotte, N.C June 2013-present
Home based Customer Advocate
Handled high volume of inbound customer calls and is responsible for providing high quality customer service on calls that are generally routine and sometimes unique in nature.
Responsible for conducting Tier 1 trouble shooting when customers require 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. Handles own customer escalations and minimizes transfers. Listen and respond appropriately in all customer interactions. Manage customer relationships by performing the full range of customer service functions. Using common courtesy and discretion to achieve customer loyalty. Empathize and acknowledge customers to create trust and partnership. The Outsource Group-Charlotte, N.C March 2009-December 2013 Client Insurance Follow-up Representative
Verifies patient eligibility and benefits
Identifies and resolves claims/eligibility issues
Reviews accuracy of all demographic information
Understand claims billing process
Ensures that all claims submitted to government and private payers comply with applicable federal and state regulations
Provides timely follow up on unpaid, denied, and/or short paid claims Responds to patient account inquiries
Appropriately documents all payer, patient and client interactions Ensures that the necessary data for submitting an accurate claim has been obtained
Post payments and adjustments
• Payment Posting Representative
ï Posts payments and adjustments; ensures all payments and adjustments are balanced on a daily basis.
ï Sorts mail and processes requests for information; refers claim resolution issues to appropriate area.
ï Resolves any un-postable deposits; enters and processes refunds. ï Reviews Explanation of Benefits to assure proper payment and adjustment posting. ï Enter Charges
Customer Service Representative
ï Contact patients to offer payment plans and financial assistance within 120 days to prevent account from going to collections.
ï Take credit card payments online
ï Follow up with patients who requested to be on payment plan ï Call numbers on list to determine if the numbers are recent contact information ï Send out applications for Charity Care Program
ï Rebill insurance if needed and add new insurance information to accounts that have not been billed.
Humana/Kanawha Healthcare-Lancaster S.C. December 2006 -October 2008 Customer Service Representative
ï Provides telephone assistance to policyholders, accounts and medical providers regarding claims status, policyholder eligibility, etc. and ensure timely service to all concerned.
ï Determine if claim processing has been completed. If the claim requires additional entries, the CSR must be able to refer the case to the appropriate area for further investigation.
ï Initiates calls to policyholders, accounts and medical providers to obtain additional information.
ï Discusses unusual case situations with supervisor and or manager to clarify necessary requirements for service.
ï Research payment history and identify any claim situation that has not been finalized.
Macnifisense-DMP Solutions, Charlotte, N.C October 2003 – February 2005 Collection/Research Specialist
ï Inbound and Outbound collection calls
ï Analyze customers DTI and make recommendations
ï Research credit card and collection agency accounts ï Mediate and resolve clients/creditors issues
ï Research and assist creditors with posting payments to clients accounts Truesdale Real Estate & Mortgage Inc., Charlotte, N.C February 2002 –October 2003
Loan Officer
ï Administer the completion of accurate application ï Order required credit reports, appraisals and other documentation to complete loan files
ï Maintain compliance with measurable standards in areas of customer satisfaction, speed and efficiency of file delivery to closing
ï Prepare loan proposals and follow-up throughout the underwriting and processing stages
ï Process loan files verifying accuracy of documents received Verizon Wireless Awards
Top B.O.S.S Award August 2014
Top B.O.S.S Award October 2014
Top B.O.S.S Award November 2014
Presidential Award 2015 Northeast Area Customer Service Presidential Award 2016 Northeast Area Customer Service Presidential Award 2017 Northeast Area Customer Service REFERENCES PROVIDED UPON REQUEST
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