Customer Service Call Center
Resume:
Jennifer Kelley
Cheyenne, WY *****
*******************@*****.***
Veteran Customer Service Agent bringing 10-year background to growing companies. Expert in debt collections, repayment negotiations and repayment plan development. Successful in managing escalated accounts and producing aging reports to cut down delinquent invoices. Prepared and viewed claims along with call center experience. Customer Service in making doctors’ appointments, medication review, paging nurses and doctors, reaching out for medical supplies and triage services in the call center. Prepared to bring talent and leadership to new opportunity in Customer Service and collections field.
Work Experience
Customer Service Representative
Sutter Care at Home - Midvale, UT
April 2021 to Present
Customer service Work from Home position with call center for patients looking for in home care triage services, patients wanting to schedule or cancel appointments, patients wanting to find out about billing status and taking messages for doctors, and for doctor/nurses or paging out to doctors for patient triage. Use excels programs and use Microsoft Outlook and Teams Chats. Customer Service Representative
AmeriLife - West Valley City, UT
November 2021 to November 2022
I worked in Annuity Department. I helped agent file new claims, reviewed documents and assisted with policy service claims, reviewed the accounts balances, payment history, helped retrieve lost payments, and would email /fax have supported documents for claims. Also assisted with technical support and login help thru portal. This was a call center took over 5,000 calls per month and maintained high stats reaching the goals for every month.
Customer Service Representative
US Department of Veterans Affairs - Midvale, UT
April 2021 to April 2022
Call Center work from home position and would take Inbound calls from veterans searching for doctors’ appointments, billing issues, login issues, searching for local medical centers and provide customer service to veterans in crisis and de-escalate calls for frustrated veterans looking to resolve their issues around pension, disputes charges and eligibility benefits. Also provide help for veteran's family during grievance periods to help with funeral arrangements. Collections Agent
Comcast - Sandy, UT
April 2013 to May 2020
Negotiated with accountholders to devise repayment plans and minimize collections receivables. Collected funds from delinquent customers and minimized loss to save Identified and analyzed rejection patterns, partial denials and denials from third parties to improve existing processes. Directed day-today collections functions, including recruiting, training and developing high-performing teams. Maintained compliance with fair debt practices and regulatory guidelines. Investigated accounts with balance errors using accounting software. Managed delinquency cycle, including past due collection calls, skip tracing, outside collections agency coordination and litigation activities. Persistently reached out to customers with extremely past due accounts to recover lost revenue. Trained new collections representatives on collections processes and incentivized team members to achieve production goals. Dispatcher Clerk
Bakersfield College - Bakersfield, CA
January 2008 to May 2013
Checked and researched legislation and laws relevant to planning and applied knowledge to address concerns or enhance department operations. Scheduled deliveries of materials by specified time to begin production on time. Conducted site visits and records reviews to investigate violations of planning regulations and ordinances and notified proper authorities of findings. Completed daily logs and reports detailing production data such as volume, materials used and quality assurance results, helping management make accurate operational decisions. Developed and maintained automated tracking systems, hard copy files and records to enhance office workflows. Recorded production data listing quantity produced information. Monitored radio for emergency calls and contact with officers on the field.
Education
Associate of Arts in Communications and Psychology Bakersfield College - Bakersfield, CA
May 2012
Skills
•collections experience billing and collections behavioral health billing and collections agent support collection expertise payment collections combination and preparation credit and collections and provide excellent customer service
• Accounts Payable
• Accounting
• Accounts Receivable • Account Management
• Customer Service • General ledger accounting
• Bank reconciliation • Account reconciliation
• Medical terminology • Dispatching
• General ledger reconciliation
References available upon request
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