Customer Service Call Center

Objective: A customer service professional seeking a Remote Customer Service role, using my excellent interpersonal and problem-solving skills to deliver excellent service and proactive customer resolution. Driven to implement efficient customer service processes, streamline customer support, and devise innovative solutions for customer inquiries. Committed to driving customer satisfaction and bottom-line growth for the company.

Key Skills

Accounts Payable/Receivable

Microsoft & Excel Documents

Professional Telephone Etiquette

Criminal Law Procedures

Outbound Calling

Flexibility/Adaptability

Communication Skill (Written and Verbal)

Attention to Detail and Accuracy

Report & Documentation Preparation

Bookkeeping & Payroll

Internet Knowledge

High-Volume Incoming Calls

Active Listening

Chat and Messaging Support Multitasking and Time Management

Problem Solving and Troubleshooting

Technical and Computer Skills

Data Entry and Management

Records Management

Remote Call Center Agent

Basic Office Equipment

Multi-Phone Line Experience

Typing Skills

Customer Service

Conflict Resolution

Empathy and Customer Service Orientation

Work Experience

Humana Government Incorporated, Billing Enrolling Representative (Remote) 10/2021-Present

Assist members with enrollment, payment processing and address modifications in a high-volume call center setting.

Ensure adherence to performances metrics such as quality, adherence to schedule, production standards and maintaining consistent attendance.

Provided education to members on Tricare program benefits, presenting suitable solutions and alternatives to meet their enrolling needs.

Handle conflict resolutions, process refunds, and manage account reinstatements, maintaining an average of 50 plus inbound and outbound communications daily across calls, emails and chat.

Handled customer transactions with 99% accuracy, maintaining high satisfaction scores

Reduced average response time for customer inquiries by 10%, through implementation of a response template

Alorica-Adjudicator (Remote)Customer Service Representative 02/2021-09/2021

• Investigated and resolved benefit eligibility disputes, ensuring compliance with State and Federal Unemployment Insurance laws for straightforward claims, while meticulously documenting the process for clarity and accuracy.

•Analyzed labor market data and conducted thorough fact-finding to inform eligibility determinations, applying relevant legal and policy frameworks to each case.

•Issued initial determination reports, articulating eligibility decisions and underlying rationale to enable informed appeals by principal parties, thereby upholding the integrity of the Unemployment Insurance program.

National Finance Company, Finance Office Manager 11/2004-12/2020

•Managed the entire credit application process, including the verification of credit histories and the approval or rejection of loan applications based on established criteria.

•Conducted collections efforts for accounts 30 to 60 days overdue, implementing skip tracing techniques to locate delinquent account holders.

•Oversaw daily financial operations, including the handling of deposits and the allocation of funds collected from customers.

•Coordinated administrative functions such as bookkeeping, payroll processing, inventory control, and the maintenance of office equipment.

•Facilitated customer service excellence, ensuring a welcoming and professional atmosphere, and collaborated effectively with team members to ensure operational efficiency.

Education

Hoke County High School, Raeford North Carolina April 1986-June 1989

High School Diploma

Sandhills Community College, Pinehurst North Carolina August 2005-May 2007

Associate Degree in Criminal Justice Technology

Certificates

Procedure Coding: Using the ICD-10-PCS, Center for Medicare & Medicaid Service

Medicare Part C & Part D Reporting Requirements & Data Validation, Center for Medicare & Medicaid Service

Diagnosis Coding: Using the ICD-10-CM, Center for Medicare & Medicaid Service, Nice Quality Central System

Communication Tools

Slack, Skype, Microsoft Teams, Zoom, Google Meet, Web-X, Operating Systems & Office Software: Windows Mac OS (Intermediate) Microsoft Office Suite, Google, Workspace, Tobe System, Mainframe, Citrix Gateway, WPS Connect Health System, Eloquence System, Nice Quality Central System, ECIS Client System

Professional Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Dedicated professional with experience working in a challenging environment demonstrating adaptability and a goal-oriented approach. Solid team player with a positive demeanor and proven skills in establishing rapport with clients. Committed to maintaining professional relationships to increase profitability and drive business skills. Seasoned customer service with representative with over 17 years of experience providing support to customers via phone and email.

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