BARBARA PATRICK

**** ******* ****, ********, ******* 30058 678-***-**** acxa36@r.postjobfree.com

Professional Summary

Highly experienced support professional with over 10+ years providing top-quality service in customer focused industries. Ability to handle transactions with customers, in-person and over the phone. Customer focused with diverse industry experience including non-profit, retail, financial, sales. Able to negotiate and problem solve quickly, accurately, and efficiently. Able to make decisions independently and quickly with minimal escalations.

Highlights

Phone Sales / Product /Service

Account Management

Medical terminology knowledge

Strategic Relationship Building

B2B / Consumer Sales

Benefits Analysis

Technically Proficient

Call Centers

Experience

Morneau Shepell (Temporary Contractor) 2016-Present

Morneau Shepell is the provider of human resources consulting and outsourcing services. The largest administrator of retirement and benefits plans and the largest provider of integrated absence management solutions in Canada.

Benefits Member Service Representative

Primary point of contact regarding the administration of Corporate Health & Welfare benefit plans including medical, dental vision life, short and long term disability, COBRA and leave of Absence.

Assist members of the State of Illinois during all employee benefit Open Enrollment periods understand features and benefits, eligibility, customer material requests, explanation of benefits (EOB) analyzing data that captures confidential HIPAA privacy information.

Familiarity of governmental publications 969, 502, 503, which includes FSA, HRA, HSA/HDHP DFSA, LPFSA rules and regulations associated with ACA, ERISA, QMCSO, MEC MAPD, Medicare.

American Cancer Society

The American Cancer Society is a nationwide, community-based voluntary health organization dedicated to eliminating cancer as a major health problem. Headquartered in Atlanta, Georgia, the ACS has regional and local offices throughout the country.

Customer Support/MSABC Recruiter (Temporary Assignment) 05/2015-10/2015

Initiated recruitment calls to potential participants by phone within a call center environment for fund-raising for the Making Strides Against Breast Cancer Walk identified individuals inside corporations or other businesses that may have an interest in the issue of breast cancer.

Interacted with approximately (100+) potential participants per day with ongoing coaching, motivation, sharing recruitment strategies to build teams to reach their fund-raising goals.

Tracked, information gathered and/or troubleshooting issues raised by Team Leaders utilizing event database.

Provided assistance to Team Leaders and / or attendees via phone or e-mail regarding website registration and navigation.

Received “Pink Ribbon Award” for reaching goal of over 200 invites for assigned event.

Teleperformance Inc. WAH (Remote CSR) 10/2015-12/2015

11/2014-04/2015

Served as main point of contact processed (50+) orders from incoming toll-free customer service line to distribution center while communicating all essential elements to ensure exemplary customer service.

Interacted via live chat with Team Leaders to provide order help and website navigation.

“Recognized as “#1 in Home Agent ranking.” Ranking was based on duration of calls, upselling.

Extended specials to telephone customers issue replacements and/or credit customers for damages/defective merchandise address question regarding products and delivery.

West at Home/Dominion Gas Company

Remote Customer Service Rep 2013-2014

Answered an average of (100+) inbound calls per day assisting Dominion Gas Residential customer’s in the Ohio area regarding billing questions, payment extension/service to be turned on/off interfaced with accounting, field services, operations.

Prepared service field orders (e.g. service reconnects, meter servicing logged all reported incidents).

Made referrals regarding special programs such as Energy Assistance, PIPP and other programs as necessary.

Collected outstanding balances and /or negotiated appropriate payment arrangements.

Logged, root cause analysis for each non-emergency call for reporting purposes.

Nordstrom Inc.-Atlanta, Georgia 2011-2012

Customer Service Associate

Provided assistance to customers in the men's furnishing department specializing in the sale of men's apparel and fashion accessories in upscale department store.

Significantly improved customer loyalty and retention rates by 15% regularly sought opportunities to upsell and add on additional merchandise.

Excelled in exceeding daily credit card applications and the “go-to” person for new associates.

Resolved customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money for returned items.

Comcast Corp (Temporary Agency Placement) 2011-09/2011

Managed a high-volume of escalated logged subscriber issues.

Resolved an average of 20-30 inquiries per day contacted customers to respond to inquiries and notified them of claim investigation results. Scheduled field technicians for service calls as needed.

Escalated higher level issues to designated off-site work groups as needed.

First Data Commercial Services Corp.-Atlanta, Georgia 2006-2010

Inside Telesales Rep/Customer Support

Initiated proactive outbound telesales calls to obtain new account development within assigned geographic territory to help business owners simplify payment processing and improve the customer experience with a broad portfolio of solutions including: credit/debit cards, POS terminals, electronic check acceptance services.

Increased revenue generating sales pipeline, which consisted of over two hundred active accounts.

Liaised with customers, increased sales by 25% and expanded customer base through sales expertise and exceptional customer service.

Managed all aspects of the customer (contracts, quotes, documentation, reports)

Created and prepared 10 weekly quotations for customer’s orders to ensure clients consistently received timely and completed information.

EDUCATION

Healthcare Information Technology- college coursework -DeVry University-Decatur, GA

Training: Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss prevention, time management, leadership, performance assessment

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