Customer Service Representative

CLAMINTA L. EPPS

**** ***** #* *******, ** ***** • 832-***-****

********.******@*****.***

Skills

HIPAA Compliance • Team Player • Strong Work Ethic • Quick Learner • Multitasking • Organization • Punctual Attendance • Negotiation Skills (12+ years) • Leadership • Management • Communication • Telecommunications • Customer Service (10+ years) • Sales (5+ years) • Administrative • Microsoft Office (12+ years) • Computer Savvy • 70 WPM (10+ years) • Digital marketing • Basic mathematics (12+ years) • Communication (10+ years) • Money Management (10+ years)

• High Call Volume (6+ years)

Experience

May 2023 - Present

Terminix - Senior Residential + Commercial Customer Service Representative

● Create leads for Outside Sales Representatives for potential customers who call in regarding service

● Answer general questions or concerns the customers plan, billing, the company or product.

● Take notes during calls so the next available representative can assist the customer.

● Multitasking by finding solutions to issues while also assisting the customer with billing issues.

● Taking Payments regularly

● Scheduling appointments, rescheduling or reaching out to Terminix Branches for assistance with customers.

● Selling services regarding Mosquitoes, General Pest Control and Tick services.

● Creating leads for Bed Bugs, Termite and other peat services for Terminix Branch.

● Creating a strategy to exceed company standards for each potential call and monthly reports.

October 2022 - April 2023

MVP Screen Print - Marketing and Sales Representative

● Create general ideas and marketing content for events

● Communicate with potential/inquiring clients about products and upsell any product that customer might have for a newer or better product.

● Gather more clientele.

● Answered general questions or concerns the customers may have about the company or product.

● Take notes during calls so the next available representative can assist the customer. 2

● Multitasking by finding solutions to issues while also assisting the customer with billing issues.

● Scheduling appointments or in-shop visits.

● Creating marketing plans to better help the business. January 2022 - October 2022

Bank Of America - Collections Agent

● Help assist customers in finding solutions for their past due accounts

● While using Customer Service skills, Probing the customer to find a better solution for their situation to pay the past due balance.

● Record complaints and take notes during calls

● Answered general questions or concerns the customers may have about their past due collection or status of account.

December 2020 - January 2022

Solomon Edwards Group “Penny Mac”, Houston, Texas - Loan Processor

● Initiated 30-60 daily welcome calls to customers obtaining demographics.

● Collected and prepared all of the materials needed in order to secure a loan for a borrower.

● Examined applications and verified all information provided (employments, bank statements, bills and any other income)

● Organize the information in the customers file so it can be located.

● Answered general questions or concerns the customers may have about the company or the loan they inquired.

April 2020 - December 2020

Baylor College of Medicine, Houston, Texas - Scheduler I

● Inbound call center for patient appointments.

● Managing 30+ calls a day.

● Assisting patients with scheduling and rescheduling appointments. Baylor College of Medicine, Houston, Texas - Insurance Benefits Coordinator

● Manage inbound and outbound calls in a timely manner.

● Coordinate with the 2nd MD team (nurses, 2nd MD panel of physicians, other Records Team, specialists, etc.)

● Ensure an exceptionally fast turnaround for 2nd MD consultations.

● Requested medical records from all identified providers/facilities.

● Analyze and format medical records and identify medical imaging studies that contribute to each consultation.

● Deliver communication scripts to persuade potential members to use 2nd MD’s services.

● Identify member’s needs and provide solutions or alternatives to their specific situation.

● Provide concierge level service with every member we connect with.

● Proactively communicate the benefits with every member contact.

● Work collaboratively with members of our medical team. 3

● Collect and maintain accurate notes and records in our system.

● Manage an active inventory of files with timely follow-up.

● Meet personal/team qualitative and quantitative targets. August 2015 - March 2019

Memorial Hermann Hospital, Houston, Texas - Patient Care/Dispatch

● Assist with patient check-in and out.

● Assist patients with transportation and moving from one department to the next.

● Informing patients of different locations in the hospital or area.

● Informing different escorts or dispatching them to transport patients.

● Working first hand with patients and staff on patient safety.

● Verifying patient paperwork and following HIPAA guidelines.

● Assisting charge nurses and doctors with medical equipment.

● Worked in a fast paced environment under timed guidelines.

● Manuel labor consisting of standing, walking, pulling, pushing and lifting for majority of the shift

● Unloading hospital transportation equipment.

● Tracking, monitoring and packaging hospital equipment. Education

August 2014

San Jacinto Community College, Houston, TX - Business Jarvis Christian College, Hawkins, TX - Business

May 2011

Evan Edward Worthing High School, Houston, TX - General Studies Awards

● Highest Sales Metrics on sales floor within 90 day period

● Highest money retained during shift

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