Customer Service Medical Billing

Khadine Blake

**** ** **** *****, **********, FL 33319,

754-***-****, *******.*****@*****.***

Professional Summary

A proven leader with over 15 years of customer service management experience. Oversees the daily operation of the customer service department. Dedicated to training and empowering customer service associates to providing exceptional customer service to both internal and external customers. Excellent track record in resolving and reducing customer complaints, meeting service agreements, and successfully achieve customer satisfaction. Great communication, interpersonal and analytical skills with recognized strengths in problem-solving, planning, implementing proactive procedures and SOP.

Skills

Microsoft office: excel, word, powerpoint and outlook.

Knowledge of kronos and reporting programs enterprise, web view, infortel and nice monitoring system.

Management courses: Time Management, Successful coaching, How to effectively communicate

Account Management

Conflict Resolution

Administrative Procedures

Excellent Problem Solving Skills

Training and Team building

Experience

JANUARY 2009 - CURRENT

Customer Service Manager

Pompano Beach, FL

Supervise 12 Customer service advocates daily.

Support sales reps in opening new accounts and upgrading existing service.

Effective in solving customer complaints.

Maintain quality control, satisfaction records in an effort to improve customer experience.

Set weekly and quarterly goals (revenue).

Monitor calls to ensure quality customer service.

Approve vacation request and scheduled time off.

Manage timecards and attendance reports.

Ability to train, motivate and supervise customer service employees.

Conduct audits and variance analysis.

Maintain and adjust to ensure accurate inventory levels.

JANUARY 2002 - JANUARY 2009

Customer Service Supervisor

Access Diabetic Supply Pompano Beach, FL

Supervise 25 customer service representatives to ensure quality service to all customers.

Monitor, coach and train each agent on all product and services the company provides.

Complete annual and quarterly performance reviews.

Acknowledge outstanding performances and administer disciplinary action.

Generate daily, weekly, monthly and quarterly performance and quality reports.

Review attendance and correct timecards.

Review resumes and conduct interviews.

Administer weekly and monthly team meetings to keep team up to date of changes, status of department and company goals.

Assist agents with resolving problems and handle escalated calls.

Education

CURRENT

Bachelors of Science

Broward College, Coconut Creek, FL

JUNE 2004

Medical Office Administration

City College Fort Lauderdale, Fort Lauderdale, FL

Graduated with Honors, Transcription, Medical Billing and coding. WPM 55

JUNE 1999

Certificate: Data Entry Processor

Atlantic Technical College, Coconut Creek, FL

10-Key numeric, WPM 45

References

References available

Contact this candidate