Customer Service Representative
Resume:
Magnolia, AR *****
*************@*****.***
SUMMARY
Personable and dedicated
Customer Service Representative
with extensive experience in
working remotely. Solid team player
with upbeat, positive attitude and
proven skill in establishing rapport
with clients. Motivated to maintain
customer satisfaction and
contribute to company success.
Articulate, enthusiastic and results-
oriented with demonstrated passion
for building relationships, cultivating
partnerships and growing
businesses.
EDUCATION AND
TRAINING
May 2008
High School Diploma
Magnolia High School, Magnolia,
AR
SKILLS
• Excellent Customer Service
• Active Listening
• Adaptability
• Appointment Scheduler
Excellent Written and Verbal
Communication
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Sherell Smith
EXPERIENCE
May 2023 - Current
Tier 1 Technical Support Representative( Remote)- Support Ninja October 2020 - May 2023
Customer Service Representative( Remote)- Torchmark Corporation Provided customer service support to customers over the phone, responding to inquiries and addressing concerns.
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Answered incoming calls in a timely manner and provided accurate information on products and services.
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• Utilized computer systems to access accounts for research purposes. Resolved customer complaints by identifying problems, researching solutions, and providing corrective action plans.
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• Troubleshot technical issues related to products or services. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
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Promoted available products and services to customers during service, account management and order calls.
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Provided assistance in the installation, configuration, maintenance, and repair of products.
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Assisted customers with various types of technical issues via email, live chat and telephone.
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Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
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Walked customers through common phone hardware and software configurations to maximize service functionality.
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Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
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Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
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Maintained client confidentiality according to HIPAA regulations at all times.
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Updated patient files in accordance with company policy and procedure guidelines.
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Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
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Reviewed eligibility responses to assess patient benefit level and prepare estimates.
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• Collected deposits or payments and arranged for billing. Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
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Verified patient demographic information in order to ensure accuracy of data entry.
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Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
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• Engaged in conversation with customers to understand needs, resolve
• Insurance Verification
• Medical terminology knowledge
• Multitasking and Organization
• HIPAA Compliance
• Problem-Solving
• Phone and Email Etiquette
• Flexible Schedule
• Medical Billing
• EMR
• Technical Support
• MS Office proficiency
• Call Center Operations
• Data Entry
• Dispute Resolution
• Critical Thinking
• Rapid 10-key data entry
• Problem-solving abilities
Customer Relationship
Management (CRM)
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• Tactful and diplomatic
• Adaptive team player
• Sales closing
• Clerical Support
• Self- Motivated
• Team Building and Leadership
• Spreadsheet tracking
• Sales expertise
• Decision-Making
• Teamwork and Collaboration
• Multi-Line Phone Systems
• Organizational Skills
• Time management abilities
• Account Servicing
• Financial Planning
• Cash Handling
• Time Management
• Reliable and Responsible
• Analytical Skills
• Customer Loan Processing
• Goal Setting
• Task Prioritization
• Attention to Detail
Balance Verification and
Reconciliation
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• Bank Deposits
• Account Services
July 2018 - September 2020
Billing Specialist- Willis Towers Watson
June 2013 - July 2018
Banking Assistant- Security Finance, Financial Services issues and answer product questions.
Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations.
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Communicated financial obligations to patients and collected fees at time of service.
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Applied HIPAA privacy and security regulations while handling patient information.
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Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
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Scheduled appointments for patients using the electronic health records system.
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Reviewed medical records to ensure accuracy of billing information and patient data.
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Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
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Calculated billing charges, prepared and submitted claims to insurance companies.
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Verified insurance coverage and identified third-party payers for billing purposes.
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Monitored accounts receivable activity to ensure timely payment of invoices.
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Resolved discrepancies between customers' remittances and invoices received.
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Answered customer inquiries regarding billings, payments, account status.
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• Investigated incorrect billings and processed refunds as necessary. Maintained accurate records of collections, adjustments and denials in the system.
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Assisted customers with opening new accounts, answering inquiries, and processing transactions.
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Provided customer service by responding to emails and phone calls in a timely manner.
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• Balanced daily cash drawers and reconciled discrepancies. Processed loan payments, deposits, transfers, wire funds, and other banking transactions accurately.
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• Researched customer inquiries and resolved issues efficiently.
• Reconciled account statements on a monthly basis for accuracy.
• Reviewed customer applications for completeness and accuracy. Prepared reports detailing banking activities such as transaction history, interest income earned.
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Performed data entry tasks to update customer records in the system accurately.
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Handled cash withdrawals and deposits according to established protocols.
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Provided guidance to customers regarding online banking features and functions.
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Verified identity documents presented by customers before approving any transactions.
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Contact this candidate