Customer Service Billing Specialist
Resume:
Mike Metzger
Experienced customer service professional with strong leadership skills and a
track record of executing initiatives to drive exceptional customer satisfaction. 1138 S. Portland Ave.
Gilbert, AZ 85296
****.*************@*****.***
EXPERIENCE
WebPT, Phoenix, AZ — Patient Billing Specialist
October 2022 - Presently Employed
● Manage high volume inbound and outbound calls in a timely manner while providing exceptional customer service.
●Identify patient needs, clarify information, research every issue and provide solutions.
● Work closely with the management team in reporting any patient complaints and provide thoughtful feedback on areas needing improvement.
● Meet personal and team production and performance targets.
● Follow call center scripts and member requirements when handling patient calls.
Lincoln Heritage Life Insurance Co., Phoenix, AZ — Account Representative
Aug 2020 - October 2022
● Answered inbound client calls regarding life insurance applications/processing.
●Oversaw the application process from the initial contact to contract completion.
● Multiple software applications utilized/multi-tasked daily.
● Worked on projects as-needed for account reconciliation
● Application and account password resets
Ring (Amazon),Gilbert, Arizona— Account Associate
Aug 2018 - Sep 2020
● Made outbound calls to new customers and existing customers
(welcome calls and assisted clients with needs)
● Highest performance rate within team (QA, handle time and customer surveys)
● Worked closely with management on upcoming products and new projects
SKILLS
Account Management
Leadership Training
Account Reconciliation
Customer Service
Call Center Management
Customer Relationship
Management
● Software resets and new device installations
● Application and account password resets
● Application troubleshooting
Layla Sleep, Gilbert, AZ —Operations Lead
Aug 2016 - Aug 2018
● Responsible for coordinating shipping of all Layla products
● Worked with a team of 22 customer service and sales agents
● Worked closely with upper management on upcoming products
● Developed Standard Operating Procedures
● Managing Ship-station software
● Daily inventory and shipping reports
● Zendesk support for agents and customers
● Main contact for vendor relations nationally
● FedEx.com/claims/RTS/management
● Trained operations and support staff
In-Touch (Airbnb), Denver, CO— Supervisor
July 2014 - August 2016
●Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
● Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
● Created team rotations to man center effectively during peak hours.
● Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
● Trained team members on performance metrics and consumer behavior identification.
EDUCATION
Arizona State University, Phoenix, AZ— Business Administration W.P. Carey School of Business
Eastern Arizona College, Thatcher, AZ— A.A.S. Technical Studies
Graduated May 2016. (remote studies)
PROJECTS
Eastern Arizona College
Project Management Certification - Thatcher, AZ - 2015.
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