Customer Service Representative
Resume:
SALLYMASSY MAMBOLEO
Forney, TX *****
******************@*****.***
OBJECTIVE
Seasoned customer service representative with a strong background working with people in stressful and confusing situations. With in-depth knowledge of telephone customer service, scheduling healthcare transportation, resolving customer care issues, and handling multiple responsibilities simultaneously. Personable professional capable of building immediate, positive customer rapport, and maintaining patience, efficiency to minimize customer dissatisfaction and increase customer loyalty.
EDUCATION —
EXPERIENCE
Walden University: Minneapolis, MN
Bachelor of Social Work
2018 to 2023
GPA: 3.6
Awarded the Dean’s award (2019-2023) for academic excellence for Honor roll
Licensed Clinical Social worker, (Minnesota, Texas -2023)
University of Arlington: Arlington, TX
Bachelor of Science of Nursing
Expected: Feb 2023
GPA: 3.8
S K I L L S —
Customer Service and Focus
Time management
Active Listening
Multitasking
Critical thinking
Conflict resolution
Oral Communication
Tech proficiency
Learning Agility
Delivery Efficiency
Consumer Products and Solutions
Call center support (6+ years)
Medical Insurance
Account Reconciliation
Microsoft Excel and Outlook
60 WPM
Flexible in work hours 24/7 365
Call Center Support
Patient Support
10-Key, EMR/EPM Systems
Order Processing
December 2021 to October 2023
Remote Transportation Scheduler • UCARE
Scheduling, coordinating, assisting with 100-175 transports per day using providers available in counties within Wisconsin, Iowa, and Minnesota
Responsible for attending daily meetings to discuss different aspects that would improve transportation
Confirm transports to ensure that inquiries are documented accurately
January 2018 to October 2021
Estate Claims Specialist • DCM service LLC
Obtain necessary estate information as available and follow up with the representative regarding claim filing
Negotiated payment arrangement and follow-up on payment arrangement
Work with a small-team setting, supporting and collaborating with other team member to ensure all daily tasks are completed
Process daily vendor letter exports and review to ensure accuracy of data sent to vendor for mailing and faxing
Meet or exceed metric including call volume, accounts worked, post-dates, average payment amounts, etc.
January 2015 to August 2018
Registration Clerk • Children’s Minnesota
Generate conversations on inbound/outbound calls regarding amounts due: gather the financial information necessary in order to negotiate and identify an acceptable resolution
Notated and determine issues with customer and their inquires accurately
Effectively verify and communicate to patients and their family insurance eligibility, filing, collection of co-pays, co-insurance, deductibles and set up payments plans
May 2012 to December 2014
Debt Collection Specialist • AllianceOne
Reviewing accounts daily and maintaining all work queues and desk assignments
Process ACH request
Establishing repayment scheduled based on customers financial situations, including negotiating potential lump sum settlement agreements
Use problem solving and negotiation skills to assist customers with resolving their delinquency
Listening attentively to customer needs and concerns; demonstrating empathy while maximizing opportunity to build rapport
Receive and resolve inbound calls, email, chats, task and process tickets
Contact this candidate