Ernia Bell

Marietta, GA *****

ad1x4n@r.postjobfree.com

+1-404-***-****

To obtain a position with a company which allows me to utilize my skills to the best of my abilities, where I can be an integral part of the company's growth and create potential career growth opportunities for myself.

Proficient in Windows based programs able to multitask with several screens up. Excellent communication skills, verbal and written customer service skills ability to anticipate and resolve problems attention to detail and ability to handle multiple tasks simultaneously proven record of achieving individual and team goals for accts/payable and receivable, excellent customer service, adapt to policies and procedures, possess strong organizational skills dependable, reliable, and punctual able to work with minimal supervision technical proficiency and vast experience in high volume call centers, billing and accounts receivables knowledge of the (FDCPA) Fair Debt Collection Practices Act. Team lead experience Proficient with Microsoft Office Suite Quality assurance specialist

(Excel, Access, PowerPoint, Outlook, Word, Publisher) Experience in sales Training and development Dedicated to process improvement Call center script contributor Strong problem solving ability Boomerang scheduling system Critical thinker Citrix Client Software, experience with relationship building

Authorized to work in the US for any employer

Work Experience

Customer Care Advocate

Floor and Decor - Atlanta, GA

September 2022 to June 2023

• Contribute to overall positive Customer Experience

• Clarify customer requirements multiple form of communication (phone/email/chat); probe for understanding, use decision-support tools and resources to resolve customer issues that are non- standard/unstructured and require some clarification or conceptual thinking

• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

• Prepare complete and accurate work including appropriately notating cases/shipping as required

• Participate in activities designed to improve customer satisfaction and business performance

• Ability to de-escalate and solve complex problems

• Offer additional products and/or services

• Track, document and retrieve information in case management system

• Follow communication procedures, guidelines and policies

• Take the extra mile to engage customers

• Collaborate with management teams to stay updated on new products, services, and policies

• Ability to multi-task, prioritize, and manage time effectively

• Organized and detailed oriented

• Excellent verbal, written and interpersonal communication skills.

• Must be team oriented

• Problem-solving, collaboration, patience, tech-savviness

• A background in a customer service environment

Customer Service Representative/Tech Coach

Asurion - Remote

July 2021 to January 2022

Troubleshoot technical issues for our customers personal devices; evaluate concerns and issues, identify and deploy solutions, and help customers with troubleshooting steps. Learn details of protect home and other product offerings to sell to customers confidently and accurately. Communicate company policies and procedures to customers. Meet metrics for call measurements and sales goals; receive feedback/ coaching/training from the management team including Trainers, Quality Analysts, etc. Utilize call center technology to input, track, and report customer issues. Navigate company software programs, use web- based search engines, and troubleshoot customer issues. Escalate calls outside the scope to appropriate tier of customer service support. Understand the latest bugs and solutions in newly released hardware and/or operating systems to provide exceptional, knowledgeable service. Follows directives from Call Center Management (Coaches, Managers, etc.). Ability to be highly motivated and self-sufficient Drive to improve performance and exceed goals to maximize earning potential.

Specialized Lab Cleaner

Controlled Contamination - Atlanta, GA

June 2020 to June 2021

Cleans laboratory equipment such as glassware, metal instruments, sinks, tables, and test panels, using solvents, brushes, and rags: Mixes water and detergents or acids in container to prepare cleaning solution according to specifications.Washes, rinses, and dries glassware and instruments, using water, acetone bath, and cloth or hot-air drier.Scrubs walls, floors, shelves, tables, and sinks, using cleaning solution and brush, May arrange specimens and samples on trays to be placed in incubators and refrigerators.May deliver supplies and laboratory specimens to designated work areas, using a hand truck. May tend to supply laboratories.Maintained inventory reports and logs Collections Specialist

Automobile Acceptance Corporation - Marietta, GA

March 2018 to June 2020

Responsible for daily collection calls on consumer debts and updating the servicing system with account entries, Helping customers find solutions to bring their accounts current and negotiating payment resolutions, Doing new customer intake for Title Loans, Title Rescue, HHG Loans(Personal Loans).

Service Dispatcher

Cobb Parkway Locksmith - Marietta, GA

February 2016 to March 2018

Extensive product knowledge or the ability to obtain product knowledge Demonstrated ability to make decisions, learn quickly, thinking rationally and exercising good judgment. Work effectively in diverse team environment

Excellent computer skills; able to navigate multiple programs and windows at once. Comfortable in multi screen environment

Outstanding communication skills; strong ability to communicate effectively and professionally via email, telephone and 2 way devices

Solid ability to pay close attention to every detail Good knowledge of basic computer programs such as Microsoft Word, Excel, and data entry Patient Services Rep

Benevis - Marietta, GA

April 2016 to February 2017

Maintained accurate records of patient care, condition, progress and concerns. Obtained information about clients medical history, drug history, complaints and allergies. Scheduled and accompanied clients to medical appointments. Performed clerical duties, such as word processing, data entry, answering phones and filing. Inbound/Outbound Calls(50-100)

Verifying State and Commercial Insurance

Treatment Backlog Appointments

Patient Satisfaction (Complaints/Compliments)

Office Messages (In regards to emergencies and prescriptions) Orthodontic Transfers

Answered both inbound and outbound calls in regards to after hours emergencies. Gathering patient information to enter in into scheduling software(Boomerang) Answered general question concerning appointments, insurance, directions, and pricing of services for uninsured patients

Handled 30-35 calls an hour(Inbound only)

Maintained acceptable performance, on a monthly basis by meeting individual metrics. Took advantage of opportunities for continuing education, quality assurance and performance improvement activities.

Virtual Customer Service Representative

Concentrix - Remote

December 2014 to October 2016

EpiQ

Provided credit monitoring to Federal Employees and Applicants who faced security breach. Maintained customer records; renew credit protection memberships and logging customer complaints and concerns.

Providing knowledge on how the credit monitoring program works. Turbo Tax

Giving detailed information to clients regarding Federal and State income tax returns, Providing guided assistance through Bomgar screen sharing to those filing income taxes through Turbo

Tax software as well as troubleshooting program that gave errors while filing returns Routing Customers to IRS for information that was not in our scope of support Apple

Tier 1 iOS/Mac+ Advisor

Troubleshooting iPhones, iPads, iPods, Apple Watches and Mac PCs Assist with software downloads for Apple products (iOS and OS) Unlocking disabled products (Phones, Tablets and Mac PCs) Resetting Apple IDs and passwords

Setting Genius Bar appointments

Assisting with sales and fulfillment for product upgrades Assisting with mail-in repair options for damaged or malfunctioning devices Customer Service Agent

TitleMax - Smyrna, GA

April 2009 to November 2014

Greeted customers entering the store to ascertain what each customer wanted or needed. Earned management trust by serving as key holder, responsibly opening and closing store. Politely assisted customers in person and via telephone. Answered an average of 50 calls per day by addressing customer inquiries, solving problems and providing new product information.

Helped increase store profitability through customer relationship development Community involvement and Marketing campaigns

Accurately determine loan values based off of comprehensive vehicle appraisal Managing customer accounts and ensure that payments were made in a timely manner Make daily bank deposits

Accept customer payments

Process vehicle liens and comply with all other applicable consumer and privacy laws Informing customers of delinquent accounts over the phone, place of business as well as their residence Retrieving clients belongings from repossessed vehicles. Guest Service Representative

Extended Stay America - Norcross, GA

June 2007 to December 2009

Answered an average of 35-50 calls per day by addressing customer inquiries, solving problems and providing new product information.

Greeted customers entering the store to ascertain what each customer wanted or needed. Politely assisted customers in person and via telephone. Communicated with vendors regarding back order availability, future inventory and special orders. Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.

Conducted weekly walk-through with the manager to discuss interior visual displays, including store window presentation.

Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems.

Served as the main liaison between customers, management and sales team. Registering guests(check ins/check outs)

Coordinating housekeeping assignments

Cash handling

Night audits

Making night deposits

Customer Care/Complaint Management

Claims Analyst II

Bank Of America - Marietta, GA

February 2006 to October 2007

Resolved customer, merchant, credit and ATM claims within banks policies and procedures Using investigative and decision making skills on daily incoming claims using multiple systems and tools to resolve claims

Ensured all cases were resolved in compliance with the industry regulations and bank procedures Researched and resolved other general customer account inquiries Maintained internal operational and financial controls and ensures that they are observed for all Assigned cases to team members

Ability to provide a positive customer experience through creative solutions Credit Card Fraud Analyst

Bank Of America

September 2005 to August 2006

Reviewed customer credit card accounts for the prevention and detection of possible fraud Researched and analyzed account activity to assess levels of risk and fraud type Complete inbound calls and take appropriate action based on credit card transaction Applied sound judgment to effectively solve problems and determine fraudulent activity consistently. Customer Care Advocate

Floor and Decor

Education

High School Diploma in General Studies

Joseph Wheeler High School - Marietta, GA

May 2003

Skills

• Microsoft Excel

• Microsoft Excel

• Typing

• iOS

• Citrix

• Organizational skills

• Microsoft Powerpoint

• Microsoft Office

• Medical scheduling

• Technical support

• Hotel experience

• Accounting

• Cold calling

• Locksmithing

• Account management

• Negotiation

• Google Suite

• Banquet experience

• Laboratory experience

• Administrative experience

• Marketing

• Dispatching

• Tax experience

• Data entry

• Communication skills

• Pricing

• Computer skills

• Training & development

• Telemarketing

• Benefits administration

• Upselling

• Customer service

• Help desk

• Microsoft Word

• Cash handling

• Cleaning

• QuickBooks

• Filing

• Sales support

• Research

• Computer operation

• Front desk

• Sales

• Word processing

• Quality assurance

• Microsoft Publisher

• Phone etiquette

• Software troubleshooting

• Night audit

• Process improvement

• Microsoft Outlook

• Microsoft Windows

• Operating Systems

• Desktop Support

• Customer support (5 years)

• Microsoft SharePoint

• Network Support

• Remote Access Software

Assessments

Customer service — Proficient

August 2020

Identifying and resolving common customer issues

Full results: Proficient

Work motivation — Proficient

March 2022

Level of motivation and discipline applied toward work Full results: Proficient

Customer focus & orientation — Proficient

March 2022

Responding to customer situations with sensitivity Full results: Proficient

Recruiting — Proficient

February 2022

Managing the candidate sourcing and selection process Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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