Mia Carthern

980-***-****

acyqe1@r.postjobfree.com

Proven customer and client service oriented top performer with ability to engage others. Graduate of Accreditted Medical Assisting program with skills and knowledge of Medical Terminology, recording patient demographics, HIPPA regulations as well as maintaining professional relationships with patients. Seeking position in healthcare field to be able to utilize empathy learned in customer service and healthcare to provide a superior patient experience.

Synchrony Financial- Fraud Support Specialist 05/02/16- Present

Assist fraud associates with best practices and concerns.

Track and report daily statistics to ensure department goals are met.

Partner with management staff and training staff to reinforce policies and procedures.

Conduct call observation in real time to provide feedback to agents.

Side by side coaching sessions with agents as well as arrange team huddles.

Engage with new hire fraud classes and assist new hired agents.

Perform other duties and special projects as needed

Floor support for all agents in department and back assistance to all department managers.

Take escalated calls from customers that have requested to speak with a supervisor and de-escalate the issue by listening and using empathy as needed to ensure first call resolution.

Synchrony Financial- Senior Fraud Rep 07/27/15- 05/02/16

Research concerns for possible fraud activity on accounts and respond promptly to client and customer inquiries.

Handle confidential information.

Abide by compliance rules and regulations.

Process credit applications and sales authorizations through application and account review.

Assist customers multiple retail clients as well as their customers with fraud or account issues.

Provide first call resolution.

Build relationship with client and customer.

Express empathy and build rapport.

Assist training process with new hire classes by acting as peer mentor and floorwalker.

Synchrony Financial- Customer Service 08/12/13- 07/27/15

Maintain stats while providing first call resolution.

Utilize multiple computer applications to provide world class customer service.

Assist customers with billing and account questions.

Be attentive and fully address customers concerns for calling.

Provide world-class customer service.

NCO Financial- Customer Service Rep 09/17/12- 08/05/13

Respond to customer’s emails and phone calls regarding their billing and account security questions.

Ask probing questions to fully understand customers reason for calling.

Ensure issue resolution by performing email follow ups as needed.

Provide personable customer service to customers in call center environment.

Maintain customer confidentiality while assisting customers.

Educate customers on services.

American Red Cross- Telerecruiter 12/2011-09/2012

Contact by telephone current apheresis and/ or whole blood donors to recruit for donation.

Schedule appointments to ensure maximum number of donors are scheduled each day.

Follow a process and appropriate scripting for conducting a call with a donor to ensure a consistent donor experience.

Maintain daily production standard, including phone calls and appointments per hour, to meet established goals.

Develop a working knowledge of donor criteria and understand and have knowledge of medical terminology as well as HIPPA rules and regulations.

Maintain accurate records of donors contacted and appointments scheduled to avoid errors, poor customer relations and to ensure sufficient donor availability.

Ability to navigate between multiple computer applications.

Education and Training:

* Kings College- Associates Degree from Accredited Medical Assisting Program/ Graduated December 2006

* STEP (Skills Training for Evolving Professionals) Program 2016 participant

* Ability to use a variety of software packages such as Microsoft word, Outlook, Powerpoint, Excel, Access, PeopleSoft

* Ability to produce correspondence and documents and maintain presentations, records, spreadsheets and databases.

Contact this candidate