Customer Service Representative
Resume:
Tamara Williams
Chicago, IL *****
*****************@*****.***
Authorized to work in the US for any employer
Work Experience
Shirley Ryan Ability Lab
Customer Service Representative
September 2019- Present
Responsibilities:
Performs all aspects of outpatient scheduling including, but not limited to, pre-registration data management and insurance verification.
Forwards non-scheduling calls to the appropriate parties.
Obtains and inputs the patient demographic, insurance, diagnosis and referring physician information into the patient records system.
Provides callers with internal and external offerings, instructions on navigating the SRAlab downtown campus and satellite locations, insurance acceptance, and billing procedures.
Prepares and provides progress/completion reports to Call Center leadership.
Mentor new Customer Service Representatives to ensure full knowledge and understanding of their job duties and responsibilities.
Performs all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.
Operations Management Specialist
SMS Assist - Chicago, IL
April 2018 to September 2019
Responsibilities:
Managed Invitation Homes Properties, in North and South Carolina, Tennessee and Tampa Florida, maintenance department.
Assisted with Dispatching technicians to provide services at the resident’s home.
Answer in bound calls to assist with clients and residents that may have concerns regarding the property where they reside.
Created Work Orders, and was in constant communication with both clients and the affiliates, using communication all communication channels.
Problem solved and de-escalated calls, from angry residents in a calm and professional Manor.
I Obtained rave reviews on work ethic, being a team player, and having a positive spirit, while obtaining 100 percent on Q.A.
Senior Client Consultant
UpRight Law - Chicago, IL
December 2015 to June 2017
Responsibilities:
To speak with individuals who are looking to get out of debt, assist them with the entire bankruptcy process.
Provide free consultations to 17 or more potential clients a day.
Instilled a since of trust, understanding and patience to people who are in serious debt situation.
Enter confidential information that is to only be shared with their attorney
Process payments on Debt pay pro if the perspective client decides to hire our firm.
Recruitment Coordinator
People Scout - Chicago, IL
September 2014 to December 2015
Responsibilities:
Sources through job sites to seek perspective candidates, conducted phone interviews, completed applications regarding candidates response, forwarded information over to hiring manager to advise candidate of a time and meeting place for face to face interview.
I also monitored the core of the hiring process of applicants in regards to the drug and background results and submitted a daily log regarding results, and also reported how many candidates were current on requirements for the hiring process via excel.
Accomplishments:
I am often recognized for my prompt and speedy attention to candidates amongst other tasks and projects. I was also given praise for my ability to be flexible. I not only covered my assigned region, but I assisted others as well. I also have a very positive spirit in the work place.
Skills Used
The skills that are used are Microsoft, Quick view, spring board, Lexus notes, and some CRM and Epic depending on the project area I worked in.
Fraud Analyst
Orbitz World Wide
April 2015 to August 2015
Responsibilities:
Canceled out hotel reservations that were booked with stolen Debit or Credit Cards.
Contacted the hotels around the world to advise of cancellation due to fraud, and logged results of notification.
Customer Care Specialist II (Part Time/Temp)
Go Health
January 2014 to November 2014
Responsibilities:
Assisted perspective clients in the states of Illinois, Vermont, and Washington with enrollment in health care.
Answered questions that they may have had regarding different health care programs in their state.
Educated them on how the process of health care enrollment worked
Assisted with the application process and also assisted with pass word resets and trouble shooting if applicable. Processed 60 plus applications per day.
Customer Care Specialist I (Part time)
Go Health - Chicago, IL
January 2014 to November 2014
Responsibilities:
Assisted perspective clients in the state of Connecticut with applying for health coverage on behalf of the health care reform act.
Answered questions and educated clients on the different health care programs that their state had to offer.
Entered on a daily basis personal and confidential information from the perspective client, and directed them to the appropriate department for further assistance if needed.
Handled 60+ inbound calls on daily basis.
Customer Service Representative
Enova Financial
August 2010 to October 2014
Responsibilities:
Handled customer inquiries, complaints, billing questions, along with payment extensions and service request.
Calmed angry customer, repaired trust and designed best option solutions.
Key Accomplishments:
Managed a high incoming and out bound call volume, 100+ daily.
Resolved an average of 50-75 email inquiries per day while meeting performance benchmarks in all areas.
Assisted with training of new hires and designed techniques for them to better attain product knowledge.
Often applauded for tenacity, and the displaying of enthusiasm while providing intense customer focus and dependability in performance evaluations.
Completed volunteer training to better enhance customer satisfaction and to improve productivity.
Achieved 95% or better with Q.A. for 4 months in a row.
Collections Representative
CashNetUSA - Chicago, IL
November 2008 to August 2010
Responsibilites:
Set payment plans for customer's that were 30-60 days past due
Handled 100+ out bound calls with high call volume on automatic dialer system
Set payment plans via email, addressed inquiries regarding customer accounts via live chat.
Key Accomplishments:
Achieved 95% on Q.A., excelled in retention, and level 2 on bonus structure tier.
Education:
Bachelor's in Speech Communications/ Public Relations
Southern Illinois University at Carbondale
August 1996 to December 2001
Skills:
Microsoft office suite, Quick view, spring board, Lexus notes, CRM, EPIC, and One Note amongst other computer programs.
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