Customer Service Representative

Heather C. Randolph

**** ******** *** *** *-*** Charlotte NC 28213

(H) 980-***-**** *******.**********@*****.***

Professional Summary:

Strong multitasking skills and fast learning ability ensure quick contribution to your customer service team. Exceptional communication skills with the ability to remain calm and convincing in negative situations. Able to swiftly and accurately collect relevant data to determine solutions to customer issues. Willing and able to adapt effectively to a constantly changing environment. Resolute Customer Service Representative motivated to maintain customer satisfaction and contribute to the company success. Professional Experience:

08/2020- Present Amerigas, Charlotte, NC

Customer Experience Advocate I- Email Team

• Determine the probable nature of each call by listening carefully, researching customer records, and asking questions for clarification.

• Communicate clearly and respectfully with callers, restating information when necessary to ensure the customer’s understanding.

• Acknowledge and resolve customer concerns; promptly escalate complaints when needed.

• Process orders, forms, applications, requests, and payments accurately.

• Keep records of customer interactions, transactions, comments, and complaints by recording clear, complete, and concise documentation in case management logs.

• Respond to and process all customer calls in a prompt and professional manner.

• SME help coaching our Contingent Team

03/2020- 6/2020 LendingTree, Charlotte, NC

Outbound Customer Service Representative

• Answer or make calls to clients to learn about and address their needs.

• Responsibilities include contacting customers who have inquiries with Lender’s.

• Manage many different tasks. Vital among these responsibilities is the ability to manage time well; use software, scripts, and tools; and maintain lasting relationships with other call center members, as well as external clients.

10/2019 – 02/2020 AmerisourceBergen Lash Group, Fort Mill SC Benefits Verification Specialists

• Responsibilities include but not limited to effective time management, organizational skills, medical billing, and coding.

• Data entry and extensive payer research, payer tracking (Medicare, Medicaid, Tricare, and various Payers

• Benefit verifications and ensuring maximum reimbursement and follow-up for the provider.

• Obtaining benefits to qualify patients for co-pay or patient assistance program offered by the manufacture, prior authorization, and pre-determination initiation processes for their enrollments. 11/2016 – 07/2019 American Red Cross Call Center, Charlotte NC SAII Agent Trauma Team

• Perform outbound calling to specialized donors using a dialer system & specialized scripting to recruit for new or repeat blood donations or to cross-sell to new donation procedure. Use information from multiple computer systems simultaneously to target appropriate blood drives for donor, update donor records as needed and to record outcomes of calls.

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

• May develop new leads and implement new donor recruitment programs to ensure an increased donor base and an adequate blood supply.

• Provide back up support to inbound team. Investigates and responds to inquiries on an ongoing basis.

• Develop a working knowledge of donor criteria to inform donors of eligibility and reduce deferral rates.

7/2016 –12/2016 Male Leadership Academy of Charlotte, Charlotte, NC Administrative Assistant

• Answer and direct phone calls

• Produce and distribute correspondence memos, letters, faxes, and forms.

• Provide widespread support to visitor’s and parents.

• Develop and maintain children school records.

• Schedule and coordinate meetings, appointments, and travel arrangements for Head of School

• Recorded, transcribed, and distributed minutes of meetings. 3/2012 – 8/2015 DyStar Charlotte, NC

Logistics

• Four years of progressive experience in logistic support

• Maintained controls on all materials in coordination with internal personnel.

• Managed outside Contractor with inventory and invoices.

• Goal-oriented and critical thinking skills and strong teamwork abilities

• Knowledge of basic computer applications and programs

• Assisted with social event planning.

• Maintained and updated running purchase orders and verified contents on a regular basic. 5/2010 – 2/2012 Center for Community Transition Charlotte, NC Administrative Assistants/Computer Assistant/Mentor

• Maintained a clean reception area, including lounge and associated areas.

• Opened and properly distributed incoming mail.

• Helped distribute employee notices and mail around the office.

• Assisted recruiting staff with career fairs and recruiting events. 11/2006 – 8/2008 Berkshire Property Charlotte, NC

Leasing Consultant

• Knowledgeable of required telephone and sales techniques.

• Fully informed of current rental rates, sizes, locations all amenities of property

• Responsible to play an active role in the renewal process.

• Responsible for proper maintenance of all resident and property files

• Knowledgeable of current market conditions

Education: Associate of Applied Science

• Business Administrative

Southwest Virginia Community College Richlands, VA

• Student Government Representative

• Dean's List, Fall Semester, 1997

• GPA 3.8

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Additional Skills:

• Experienced with

Microsoft Office,

Excel, PowerPoint,

and Lotus 1-2-3

• Experience POS

System and Data

Entry

• 50WPM Typist

• Excellent writing,

communication, and

Planning/Organizing

skills.

• Experience Call

Center

• Yardi, DRMS and

SCRIPTER

• Patient Plus

• Customer Service

expert

• Adaptive team payer

• CRM

• SAP

Volunteer at Several Non-Profit Organizational

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