Customer Service Manager
Resume:
Octavia L. Wallace
Cleveland O H, 44109
Summa ry
A business professional with a detailed approach to customer service, with a strong
back ground in problem solving and strategic thinking which have been
demonstrated through process of efficiencies, cost, savings and overall business
g rowth. By providing feedback as to following strict deadlines which helps
eliminated provider bad response t ime to request and gaining revenues by un-
responding clients.
Skills
• •
Mentoring Excellent Listener
• •
Verbal and Wri tten Exceptional telephone etiquette
Communication
• Patient and diligent
• Creative Problem Solver
• Troubleshooting skills
• Dedicated to process improvement
Accomplishments
Yellow Belt in Lean Six and Sigma
Education
Bryant & Stratton College- Business Administration
Octavia L. Wallace
ITT Technical Inst- Business Administration
Experience
CG I Federal - May 2011/ Current
Technical Support Specialist 1
• Working with the Department of Public Welfare, H ighmark Blue
C ross Blue Shield and Health Plus Michigan to ensure the proper
d istribution of tax dollars for Medicare and Medicaid.
• Using a ticketing system to keep log client issues.
• IT Support to Colorado Web Portal a billing service for Medicare and
Medicaid providers. This also requires a t icketing system to log
client’s issues.
• Faxing and responding to client’s emails.
• Corresponding with management and project managers to resolve
escalated issues.
Conway F reight - Feb 2011/ May 2011
B illing Clerk
• Customer Service inbound calls.
• Scheduling freight pick up.
• Billing
• Maintained accounts receivable documentation electronically and on
paper.
D iakon SEARS Holdings- July 2010/ May 2011
Octavia L. Wallace
Assistant to the Manager
• Developed more efficient filing systems for the drivers claims
p rocessed against them.
• Conducting reports such as performance metrics and hours of service.
Crestwood Management- Dec 2008/ Apr 2010
Collections Rep/ Customer Service
• Cross-t rained and provided back-up for other customer service
representatives when needed.
• Managed quality communication, customer support and product
representation for each client.
• Consistently collecting on overdue accounts for clients.
• Outbound Calls- contacting insurance holder and informing them of
t he health benefits that has been extended on their policy.
• Inbound Calls- for Medicare prescription Part D includes problem
solving, co-pays, medication coverage, verifications and customer
service.
Asset Acceptance – Nov 2007/ May 2008
Collections Rep
• H i t ting over 100% of goal in collection per month.
• Recovering monies on overdue account for our clients.
• The ability to maintained composure and patience with a difficult
customer situation.
Poor Tels Deli- Oct 2005/ May 2008
Octavia L. Wallace
Head Manager
• As the head manager defined strategies and business plans for
keeping a customer base.
• Reduced and controlled expenses by monitoring inventory, bill
payments, customer service, payroll, and tax preparation.
References avail able upon request
Contact this candidate