Stephanie Morris

Indianapolis, Indiana *****

Cell Phone# 317-***-****

ad2bg5@r.postjobfree.com

Linkedin.com/in/stephaniejmorris

QUALIFICATIONS:

An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.

Ability to multitask, meet task deadlines, and maintain organization.

Demonstrated a pleasant, calm, and reassuring phone manner while assisting clients.

Proficient in using Microsoft products such as Word, Excel and Outlook.

PROFESSIONAL EXPERTISE:

Assisted call center manager with staff of 12 employees.

Positive attitude towards change and new learning opportunities

Responsible for the training of new call center staff.

Helped company attain the highest customer service ratings.

Illustrated the ability to calmly handle and resolve all client disputes or concerns.

Ability to perform tasks independently

Managed a high-volume of inbound calls per day.

Assisted with new account set-up procedures.

Maintained ongoing procedure/service manual updates.

Resolved inquiries in any given week and consistently met performance benchmarks in all areas

(speed, accuracy, volume).

Became the “go-to” person for new reps and particularly challenging calls as one of the company’s primary mentor/trainer of both new and established employees.

Earned high marks in all categories including communication skills, listening skills, problem resolution and politeness.

Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

Recognized for contributing to a successful one-call resolution program initiative.

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Stephanie Morris

Indianapolis, Indiana 46236

Cell Phone# 317-***-****

ad2bg5@r.postjobfree.com

Linkedin.com/in/stephaniejmorris

EXPERIENCE:

Patient Account Representative 03/2015-Present

Community Health Network

Receives inbound calls daily from patients and/or insurance providers regarding services provided

at a Community Health Network location.

Verification of insurance coverage.

Work with other departments to reconcile issues regarding claim coding, and billing.

Perform EPIC updates, including guarantor demographics and insurance coverage.

Single Point of Contact Representative 04/2013-03/2015

Carrington Mortgage Services

Handling daily Inbound/Outbound calls to assist with any questions or concerns regarding

mortgage assistance.

Responsible for first contact with delinquent Bank of America accounts.

Monitoring the completion of required documents/packets received by Bank of America

clients for underwriting review process.

Processing mortgage payments.

Skip tracing to attempt contact with individuals regarding delinquent mortgage.

Member Service Specialist 10/1987-05/2011

Members United Corporate FCU

Indianapolis, Indiana 46250

Handled client inquiries regarding account postings, billing questions, complaints, loan requests, new product and services.

Calmed angry callers, repaired trust, located resources for problem resolution and designed best-option solutions.

Interfaced daily with internal departments: accounting, loan processing, business development, billing, research and operations.

Managed a high-volume workload within a deadline-driven environment.

Answered incoming calls of 2 rings or less by company policy.

Resolved an average of 500 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).

Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

Helped company attain the highest customer service ratings.

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RECOMMENDATIONS:

1st Michael Thomas, Vice President, Mid-States Corporate Federal Credit Union

Managed Stephanie indirectly at Members United Corporate Federal Credit Union.

“I had the pleasure of working with Stephanie for nearly 15 years at Members United and its predecessors INDICORP and Mid-States Corporate FCU. Throughout that time, Stephanie was consistently a favorite among our members due to her dedication to providing a high level of service and her true desire to satisfy their needs. Through my own experience and conversations with members/customers I have learned that Stephanie is a strong asset and a desired team member.” May 17, 2012

2nd Diana Wininger, COO, Link Federal Credit Union

Was with another company when working with Stephanie at Members United Corporate Federal Credit Union

“Stephanie represents what any company would want in an employee, dedication and integrity.

I have worked with her at various levels for over 20 years.” May 25, 2012

3rd Karen Houser, Events Administrator - West, Members United Corporate FCU

I worked with Stephanie J. at Members United Corporate Federal Credit Union.

We worked together at Members United/Mid-States/INDICORP. She was always helpful to me when I needed assistance. She had a broad depth of knowledge and was a key player in our call center...very organized and a committed team member.” July 26, 2012

EDUCATION

Warren Central High School Graduate

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