Customer Service Data Entry
Resume:
Heather Anglen
Burton, MI *****
****************@*****.***
I am an experienced higher-tier customer service and data entry representative. I am a hard worker and very efficient at my job. I also have good time management skills. I can learn how to do just about anything and love to improve constantly. I am available immediately. Authorized to work in the US for any employer
Work Experience
Mortgage Servicing Specialist
Sourcepoint, Inc. - Remote
February 2023 to September 2023
Provided customer care mortgage servicing agent at Sourcepoint. Answered inbound calls and assisted homeowners with any issues they may be facing. Handled complex issues like escrow, escalated calls, insurance, taxes, and payment issues. Met stats daily, like AHT, Quality, NPS(surveys), and adherence. Used dual desktops and multiple systems at once. Entered data and updated it. Processed payments and created tasks. Processed document requests like payoffs and verification of mortgages. Used a VOIP system. Trained and learned the laws and practices for the industry and utilized Teams for meetings and chat help.
Direct Express Hybrid
Conduent - San Antonio, TX
June 2019 to November 2019
I answered inbound calls politely and helpfully. Assisted each customer to the best of my ability. Updated account information. Performed additional security measures for certain accounts when needed. Reviewed transaction history. Provided details on pending and closed financial disputes. Transferred to correct departments when required. De-escalated calls when the situation arises. Provided most solutions with only one call.
Pharmacy Clerk 2
CVS Caremark/SilverScript PDP (Aerotek) - San Antonio, TX April 2019 to June 2019
Being responsible for performing the daily functions of handling prescription orders in accordance with standard operating procedures.Being responsible for the daily functions of links order entry, data perfection, completing orders, and supporting any other ROCC area needs. Appointment Scheduler
QTC Management Inc. - A Leidos Co. (Aerotek) - San Antonio, TX November 2018 to February 2019
Answered calls from either Active Duty or Veterans regarding compensation and pension claims from the VA. Rescheduled appointments in both systems, the companies and the provider's schedules, as well as Diagnostic tests, updated demographics, canceled cases or appointments, called providers, used company email and provided excellent customer service promptly. Provided case details and status appointment information. Handled high call volume levels, met AHT, Transfer rate, etc. Tier III Care Coordinator/Care Navigator
Carenet Healthcare Services - San Antonio, TX
February 2018 to October 2018
Follow and uphold multiple insurance companies rules and regulations as well as standards. Multitask and navigate Windows. Answer calls and navigate through profiles. Update information. Follow H.I.P.P.A law and verify information. Change PCP, arrange flights, cabs and hotels for members. Arrange for care advocates. Collect symptoms and based on a urgent-high grid, triage accordingly as well as following the rules of each profile and H.I.P.P.A law and getting a nurse to assist them with their medical concerns. Provide excellent customer service and maintain a professional attitude. Use Windows software and Microsoft email and Microsoft Teams, office, word, etc. Customer Service Representative
Conduit Global - US - San Antonio, TX
August 2017 to January 2018
Contract for Verizon Wireless cellphones and products. Assisted with billing, ordering account management, general inquiries, and level 1 technical support. Updated information and data entry and provided excellent customer service.
Tier II CSR
Conduent (Xerox) - San Antonio, TX
October 2015 to July 2017
I reviewed reports of suspected fraud to determine the need for further investigation. I would check to ensure that appropriate changes were made to resolve customers' problems. Created and maintained logs, records, or databases of information about all activity. Used computers for various applications, such as database management or word processing, as well as G Mail, Microsoft, Windows, Office, and Teams.
Handled escalated calls while maintaining a calm, professional, and helpful attitude. Created, maintained, and entered information into databases. Billing Specialist & Sales Representative
West Corporation - San Antonio, TX
November 2011 to July 2012
Answered incoming calls. Collected payment via ACH, Auto-pay, and card. Answered customers' questions about products, prices, availability, or credit terms. Quoted prices, credit terms, or other bid specifications. Handled escalated calls while maintaining a calm, professional, and helpful attitude. Arranged for installation of system. Informed customers of estimated delivery schedules, service contracts, warranties, or other information about purchased products. Conferred with customers to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. Determined charges for services requested, collected deposits or payments or arranged for billing. Provided sales options as well as upgrades when appropriate. Education
GED
Southside Independent School District - San Antonio, TX September 2008 to September 2008
Skills
• Communications (5 years)
• Telecommunications (7 years)
• Billing (4 years)
• Account Management (5 years)
• Claims Processing (2 years)
• Call Center (7 years)
• Customer Service (5 years)
• Sales (3 years)
• Typing (10+ years)
• Data Entry (5 years)
• Technical Support (3 years)
• Gmail (10+ years)
• Microsoft Teams (1 year)
• Powerpoint (3 years)
• Collections (3 years)
• Customer Care (7 years)
• Customer Support (7 years)
• CSR (7 years)
• 10 Key Calculator (5 years)
• Customer Relations (5 years)
• Computer Skills (10+ years)
• Administrative Experience (Less than 1 year)
• Microsoft office (7 years)
• Order Entry (5 years)
• Word Processing (7 years)
• Triage (1 year)
• Help Desk (5 years)
• Databases
• Cash handling (7 years)
• Banking (5 years)
• Microsoft Windows (7 years)
• iOS
• Mac OS
• Network Support (7 years)
• Active Directory (7 years)
• Computer Networking
• Microsoft Windows Server (7 years)
• Operating Systems
• QuickBooks
• Data collection (7 years)
• Fraud (4 years)
• VoIP (7 years)
• Escrow (1 year)
• Mortgage Servicing
• Troubleshooting
• Customer service
• Upselling
• Windows
• Typing
• Order entry
• Google Docs
• Sales
• Technical support
• Live chat
• Mobile devices
• Operating systems
• Account management
• Software troubleshooting
• Help desk
• POS
• Analysis skills
• Salesforce
• Negotiation
• Microsoft Access
• Computer networking
• Telecommunication
• Cash register
• Databases
• Hospitality
• Clerical experience
• Continuous improvement
• Financial services
• QuickBooks
• Mortgage servicing
• Manufacturing
• Adobe Acrobat
• Driving
Assessments
Customer focus & orientation — Proficient
June 2021
Responding to customer situations with sensitivity Full results: Proficient
Analyzing data — Proficient
February 2023
Interpreting and producing graphs, identifying trends, and drawing justifiable conclusions from data Full results: Proficient
Protecting patient privacy — Proficient
March 2022
Understanding privacy rules and regulations associated with patient records Full results: Proficient
Attention to detail — Proficient
October 2023
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Call center customer service — Proficient
September 2023
Demonstrating customer service skills in a call center setting Full results: Proficient
Spreadsheets with Microsoft Excel — Proficient
December 2023
Knowledge of various Microsoft Excel features, functions, and formulas Full results: Proficient
Data entry: Attention to detail — Proficient
June 2023
Maintaining data integrity by detecting errors
Full results: Proficient
Work style: Reliability — Proficient
August 2023
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Sales skills — Proficient
August 2023
Influencing and negotiating with customers
Full results: Proficient
Legal skills — Proficient
December 2023
Supporting legal procedures, preparing documents, doing research, and collecting client information in a legal setting
Full results: Proficient
Customer service — Proficient
April 2022
Identifying and resolving common customer issues
Full results: Proficient
Cleaner fit — Proficient
August 2023
Measures the traits that are important for successful cleaners Full results: Proficient
Administrative assistant/receptionist — Proficient October 2023
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Scheduling — Proficient
December 2023
Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Proficient
Retail customer service — Proficient
August 2023
Responding to customer situations in a retail setting Full results: Proficient
Medical receptionist skills — Proficient
December 2023
Managing physician schedules and maintaining accurate patient records Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Dear Hiring Manager,
I'm applying for a position at your company. Based on the posted description, I'm confident that I am fully qualified for the position and will be a strong addition to your team. I would appreciate a job interview at your earliest convenience. Please find my resume attached. Sincerely,
Heather Anglen
**************@*****.***
Cell: 405-***-****
Contact this candidate