Customer Service Representative
Resume:
Juanica Alexander
**** ***** *** ******** ** ****7
ad5xlv@r.postjobfree.com
To whom this may concern:
I am writing to apply for the customer service Specialist position within your company. I possess 6 and more years of call center experience and banking experience with increasing responsibility and enjoy fast- paced ever-changing environment tremendously. I have worked with Microsoft Word, Excel, PowerPoint, and spreadsheet.
I have five years of work experience as a Customer Service Representative and I have a successful track record of problem solving, communications, and decision-making skills. I am confident that I am the best candidate for your company. My present position as a Customer Service Representative with Total Systems Corporations has taught me a clear communication and friendly service over the phone. I have received excellent performance evaluation from my managers and my contribution have been formally recognized.
Sincerely,
Juanica Alexander
JUANICA ALEXANDER
OBJECTIVE:
Dedicated Customer Service Representative motivated to maintain all customer satisfaction and contribute to company success. I am a Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. I am well versed in customer support in high call volumes environments.
EDUCATION:
SMITHS STATION HIGH SCHOOL-(2009--ADVANCE DIPLOMA)
Columbus Technical College (2015- Current) Practical Nursing
Accomplishments:
Managed call flow with up to 60 calls in queue per minute. Exceeded corporate target for customer service satisfaction for 6 months in a row. You can comply with all company policies, including HIPAA/PHI policy.
You strive to meet/exceed individual performance goals in the areas of: Call Quality, Adherence, Attendance and other Contact Center objectives.
WORK EXPERIENCES:
Synovus Financial (Columbus Ga)
(08/2019- Current)
Customer service Rep II
Addresses customer inquiries regarding pending request, transactions, discrepancies, statements, check holds, overdrafts, service charges.
resolve routine complaints or concerns; may forward complex and/or unusual request to a supervisor or manager for resolution.
Assists customers and clients with routine request regarding their account (s
Utilizes a software program to document, track, and monitor each call received; process routine request and associated paperwork; and follows-up on any and all pending request previously submitted or unresolved.
Demonstrates the Customer Covenant each day through always providing the highest level of customer service.
Research, resolve, and document approximately 30-35 inbound calls per day from providers.
Respond to provider inquiries on claim status (payment, denials, rejections, appeals, recoupments).
Analyze claims to ensure processing guidelines have been followed correctly.
Track claim detail errors and escalate as needed.
Exela(Columbus Ga)
(04/2019 – 08/2019)
Recon Specialist
Balance departmental reports.
Work reject items to determine why item rejected and prepare for processing.
Prioritize workflow to ensure all production deadlines are met.
Processed payment in a timely matter
AppleOne (Incomm Columbus Ga)
(12/2018- 04/2019)
Dispute Coordinator I
Managed the full adjustment process and made sure the process was successful within the allotted time frames
Worked to ensure all association chargeback regulations are adhered to while attempting the highest recovery rate possible and minimal losses to the company.
Worked with bank sponsors, processors and different associations to ensure best practices are always being followed.
Organize, investigate and track customer dispute inquiries to completion.
Aflac (Columbus Ga)
(09/2017-06/2018)
Customer Service Rep
Verifying and explaining medical and prescriptions benefits to both members and providers.
Reviewing Explanation of Benefits with members and Remit with providers.
Reviewed claim processing resolved claim issues if possible, if not would send for further review.
Started preauthorization for medical procedures or prescriptions.
Assist members with premium or billing questions
Troubleshoot websites for members and providers. Research, resolve, and document approximately 30-35 inbound calls per day from providers.
Respond to provider inquiries on claim status (payment, denials, rejections, appeals, recoupments).
Analyze claims to ensure processing guidelines have been followed correctly.
Track claim detail errors and escalate as needed.
Provided customer service support on medical issues within the Hippa guidelines by responding to incoming calls from members nationally.
Researched hundreds of contracts and served as a customer service advocate to resolve complex problems.
Total Systems (Columbus Ga)
(05/2015- 09/2017)
Customer Service Representative:
Answer customer telephone calls regarding existing accounts.
Made requested changed to accounts
Respond to questions and concerns about products and escalated all calls properly.
Consistently improved customer satisfaction through expert resolution of conflicts, issues, and concerns.
Maintained up to date- knowledge of bank policies regarding payments, account changes, and upgrades.
Cross-trained and provided back-up for other customer service representatives when needed.
Processed cash withdrawals and payments.
Received logs, and reviews incoming consumer loan applications for accuracy and completion, contacting appropriate resources as needed.
Appleone (Columbus Ga)
(01/2013-02/2015)
Customer Service Representative:
Verifying and explaining medical and prescriptions benefits to both members and providers.
Reviewing Explanation of Benefits with members and Remit with providers.
Reviewed claim processing, resolved claim issues if possible, if not would send for further review.
Started preauthorization for medical procedures or prescriptions.
Assist members with premium or billing questions
Troubleshoot websites for members and providers.
Provided customer service support on medical issues within the Hippa guidelines by responding to incoming calls from members nationally.
Researched hundreds of contracts and served as a customer service advocate to resolve complex problems.
Afni (Opelika AL)
(11/2010-7/2012)
Customer Service Representative
Trouble shooting customer phone problems and helping by resolving issues in the best interest of customer and the company.
Perform software updates on all phones.
Provided accurate information to respond to customer inquiries.
Properly directed inbound calls to correct queues.
REFERENCES UPON REQUEST
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