Demethia James

**** * ****** *** ****** Ca *****

951-***-**** Email: ad3pn5@r.postjobfree.com

Objective:

Seeking a challenging position that utilize accurate and motivate development and growth. Summary of Professional Experience:

Proficient as a public speaker and mediator/negotiator investigating problem areas and reaching satisfaction for all concerned. Seasoned Customer Service Representative who has proved to be highly adaptive to change, with a strong desire to better the company’s success as well as customer experience. Background includes over 20 years of call center experience with emphasis on satisfying customer with special attention to resolve their problems. Highly experienced in working in a team environment where the skills of each team member is recognized and utilized to take advantage of each team member’s strengths. The six basic positions that I have held that gave experience relevant to this position includes:

. Conifer Health

. Time Warner Cable

. Verizon Wireless

. Bank of America

. General Telephone

. ATN Corporation

Duties Included:

. Assist a high volume of customers with billing and payments and perform data input

. Set up electronic debit from checking accounts.

. Implemented training course for new employees resolving customer problems

. Investigating fraudulent telephone charges service connect/disconnect Skills Summary:

Customer Service Training, Soft Skills, Servicing Sale, Data Entry, Word Perfect, MS Word, ACD Phone Lines, Escalation/Expedite, AAD, CSG Strong Computer Literacy. Work Experience:

01/2016 to current Conifer Health Customer Collections Anaheim Responsible for all aspects of follow up and collections. Idenfify issues or trending and provide suggestions for resolution. Accurately and thoroughly documents the pertinent collection activity. Review the account information and necessary system applications to determine the next appropriate work activity.

Initiate telephone or letter contact to patients to obtain additional information as needed.

Participate in the monthly, quarterly and annual performance evaluation process with their Supervisor.

Respond timely to emails and telephone messages as appropriate. Communicate issues to management, including payer, system or escalated account issues.

03/15 to 9/15 Time Warner Cable Customer Service Representative Ontario

. Assist customer with requests ranging from scheduling orders to billing.

. Troubleshoot issues with customer’s Cable, Internet, & Phone Service.

. Upsetting Core products & premium channels to maximize company profitability. 07/00 to 5/2014 Verizon Wireless Customer service representative Irvine

. Assist customer’s with billing and payment information. handling inbound/outbound calls for consumer accounts, which include equipment orders, price plan analysis, data usage, coverage and global travel rates.

. Educate and service the client to help understand services.

. Manage escalations to ensure the best outcome for client and company.

. Provide options for representatives who need to perform account research. determine whether account adjustments are warranted and approve adjustments up to a pre-approved company threshold.

. Work closely with managers and all team members to encouraged participation in decision making processes.

03/00 to 07/00. General Telephone Assignment Clerk Upland

. Complete phone orders, call other departments for status

. Escalated orders for completion of information.

11/99 to 01/00. G. E. Capital Collections representative San Bernardino

. Collect delinquent payments of 30,60 days on home mortgage loans.

. Assist customers with payment arrangements.

. Setup electronic debits from checking account, receive a high volume incoming calls. 08/99 to 11/99. Bank of America Customer Services San Bernardino

. Assisted a high volume of Bank of America customers with accounts. Resolved customers problems.

. Assist customers with stop payments, debit card blocks and branch locations and hours.

08/96 to 03/99. A.T.N. Corporation. Customer Services Supervisor Roswell

. Assist customer service representatives with customer billing.

. Implemented training course for new employees.

. Resolved customers problems

. Investigated fraudulent telephone charges, service connect/ disconnect and many other work duties with customers and clients.

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