CINDY

STERLING

ad2ci4@r.postjobfree.com

941-***-****

Tampa, Florida 33610

Service-focused professional bringing unparalleled skills in customer relations, task prioritization & time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency . Offering keen attention to detail and strong decision making skills to manage multiple, concurrent tasks. Motivated to maintain

customer satisfaction and contribute to company success PROFESSIONAL SUMMARY

Ashley - Customer Service Representative Team Lead Remote • 10/2020 - Current

Progressive - Chat Support Insurance Claims Specialist 05/2019 - 10/2020

KEPRO - Data Entry Operator

Tampa, FL • 02/2018 - 05/2019

WORK HISTORY

• Handled day-to-day customer contact via phones, faxes, and emails. Resolved escalated customer service inquiries and complaints to maintain satisfaction.

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Supervised large teams with guidance, support and direction for high-quality customer care.

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Developed customer service policies and procedures to meet and exceed industry service standards.

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Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

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Provided advice to customers regarding claims, rights and insurance processes to prevent disputes.

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• Followed up with customers on unresolved issues. Responded to customer inquiries and provided accurate information about products and services via live chat.

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Handled inbound customer chat conversations from various websites.

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Worked closely with each customer to carefully resolve issues within timely fashion.

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• Completed data entry tasks with accuracy and efficiency. Scanned documents and saved in database to keep records of essential organizational information.

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Corrected data entry errors to prevent duplication or data degradation.

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Entered numerical data into databases with speed and accuracy using 10-key pad.

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Compiled and verified accuracy and sorting information to prepare source data for computer entry.

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SKILLS

• Account Follow-Up

• Customer Service Excellence

• Information Updates

• Credit Card Payment Processing

• Microsoft Excel

• Data Evaluation

• Coverage Determination

• Document Workflow

• Claims Review

• Dispute Tracking

• Investigative Research

Claims History Analysis

Analytical

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• Examine Reports

• Inbound/ Outbound Calling

• Benefits Review

Sourcing and Compiling

Information

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• Problem Solving

• Work Organizing and Prioritizing

• Decision Making

• Live Chat and Email

High School Diploma

EDUCATION

Epic - Contact Center Representative

03/2016 - 04/2017

General Dynamics Information Technology - Medical & Billing Coordinator

Riverview, FL • 09/2014 - 03/2016

Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

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Responded to customer calls and emails to answer questions about products and services.

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Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

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Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

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• Investigated and resolved customer inquiries and complaints quickly. Provided excellent customer service, developing and maintaining client relationships.

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Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.

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Reviewed and reconciled customer accounts to manage accuracy of payments.

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Identified, researched, and resolved billing variances to maintain system accuracy and currency.

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• Collected payments and applied to patient accounts. Available Upon Request

REFERENCES

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