Customer Service Representative
Resume:
Dwight L. Marshall Jr.
Baltimore, MD, 21207
*********@*****.***
Objective
To obtain a position with a company that would allow the best utilization of my education, experience, and professional skills while assuring organizational and client satisfaction. My objective is perusing a long term career positon with a company that I can and will have a opportunity of progression.
Skills and Qualifications
Multi-faceted skill set coupled with a strong work ethic
Able to work in a fast paced environment under stressful situations.
Possessing the ability to perform a wide range of duties while assuring accuracy and efficiency
Excellent supervisory and team-building skills
Exemplary customer service skills
Ability to thrive in deadline-driven environments
Trainer and mentor on quality assurance and methodology
Insurance verification
Records and file maintenance
Medical secretary
Accounting practices
Client relationship
Invoice reconciliation
Billing claims
Bookkeeping operations
Accounts payable
Technical Skills
Microsoft PC-Windows, Excel, Office Word, Outlook, Lynx, Power point, Share point etc. Microsoft suite
CATI System (Computer Assistance Telephone Interview) for inbound calling
Multiple systems that operate with the CATI system and sample: ECATI, Gateway, Procom, Voxco, Data Cubes etc.
Operating other systems such as HUD, Soft phone, and Rerouting helpdesk calls to other locations nationwide using Verizon navigation systems.
October 2015 – Present Carpentry/Demolition/Remodeling
C & C contracting – Baltimore MD
Subcontracting of remodeling, demolition, plumbing and electrical installation and repairs.
Preparing invoices also monitoring and supervising job site and staff.
February 2015 – September 2015 Call Center Supervisor/Team Lead
IQ Solutions – Rockville MD
Providing referrals for mental health and substance abuse clients seeking treatment. Managing of call center duties and information specialist. Monitoring of all queues and crisis calls. Handling of incoming and escalated calls for specific information or crisis situations. Generating daily reports for call volume and quality purposes. Also providing quality assurance reports, along with coaching and counseling for better service and fast call resolution. Creating and implementing new ideas to work on problematic areas pertaining to day to day task. Working with multiple systems to provide and input accurate data and information into the system. Also providing insurance verification.
February 2014 - March 2015 Call Center Supervisor/Team Lead
Nielson Audio - Columbia MD
Supervision of overall call center activity, in addition to personal supervision of a specific team of twenty members. The operational duties of computer systems in the inbound and out bound call center. The gathering of individual and team reports reflecting daily and weekly performance, quality, and production status. Always achieved the preset targets within the mentioned deadline. The keeping of records and file maintenance along with client relationships.
January 2013 – February 2014 Call Center Team Lead/ Admin Sup.
Arbitron - Columbia MD Research Interviewer
Conducting telephone surveys using computer assisted telephone interviewing (CATI). Collection of responses and accurate recording of data into Arbitron system. Utilized and interacted in social media to respond to customer complaints and praise. Handle of customers’ issues,maintaining of client relationships, escalations, investigate customer complaints; find solutions.
January 2012 - December 2012
Bluenovo - Baltimore MD Call Center Supervisor/ Team Lead
Monitor and analyze report results for heath care insurance claims; implement changes as needed. The taking of survey information for Total health care services. Build upon human resource by selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; conduct one on one weekly/monthly individual and team meetings. Assumed additional responsibilities and extended hours to accomplish project deadlines.
April 2008 – June 2011
Diversified Consulting Services - Baltimore, MD Customer Service Representative/ Office Mang.
Assisting customers with information regarding available services. Being the primary medical secretary at times. Providing insurance verification along with billing invoices. Maintaining accounting records while processing customer payments, credits, billing claims and adjustments. Managing the office with a small staff of 3-5 people. Inbound and outbound calling for appointments, payments, and inquiries. Provided occasional mentoring and training to fellow representative. Also utilizing accounting practices, billing invoices, billing claims and also records, vendor and file maintenance.
March 2007 – April 2008
HSBC - White Marsh, MD Customer Service Representative
Assisting customers with information or questions regarding balances and transactions on credit card statements. Additional duties were to retain accounts through special offers and promotions, while providing acceptable solutions to customers having account issues. Served as a fill-in to absentee employees.
September 2005 – March 2007
Miller Pipeline - Baltimore, MD Certified Pipefitter
Maintaining a safe working environment while testing for gas leaks, and repairs. Installation of new services for residential and commercial clients and also operating under the guidelines of OSHA policy and regulations.
EDUCATION
Southwestern High School
Baltimore, MD 1992
High School Diploma
Baltimore City Community College
Baltimore, MD 2009
Associate Degree Business Management/ Business Marketing
Kaplan University September-2014 - Present
Hagerstown, MD -
Bachelors of Arts Business Administrations
Nielsen/Arbitron 2013
Columbia, MD
Certification – Quality Assurance
REFERENCES
Available upon request
Contact this candidate