Customer Service Call Center

Jessica Ritchie

**** ********* **. *********, ** 08012 - Cell 856-***-**** – ***************@*****.*** Professional Summary:

Call Center Representative versed in customer support in high volume environments. Superior computer skills and telephone etiquette.

Motivated customer service specialist with over two retail experience in a fast-paced, team- based environment.

Customer service professional seeking a management role. Skilled training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities. Skills

Creative problem solver

Strong client relations

Quick learner

Credit card processing

Multi-line phone talent

Trusted key holder

Exceptional communication skills

MS Windows proficient

Work History:

Accounts Receivable Management- Thorofare, NJ

Sr.Collector, September 23, 2010 to June 2015

Five years of collections and customer service

Skilled in collecting past due consumer’s accounts Knowledge of fair Debt Collection laws

Proficient with excel

Verify payment information

Customer service

Manages multiple accounts on a monthly basis

Able to work in a team environment strong oral and written communication skills One year experience with medical billing

Reviews and Submits insurance claims

Works well without supervision

Able to meet weekly deadlines

Constantly calling insurance companies

Basic computer skills

Processes, reviews, submits claims

MRS Associates- Cherry Hill, NJ

June 15, 2015 to Current

Resolution Agent

Intermediate skills using MS Office and database software. Demonstrated skill in negotiating and resolving conflicts. Ability to speak persuasively and listen critically. Ability to multi-task and meet tight deadlines.

Prioritize multiple tasks to ensure the successful completion of each debt collection attempt. Training Manager

Assess relevant training needs for staff individuals and organization, in consultation with departmental heads, including assessment methods and measurement systems entailed. Stay informed as to relevant skill and qualifications levels required by staff for effective performance, and circulate requirements and relevant information to the organization as appropriate. Responsible for teaching new skills and knowledge to employees. Update employees on company goals and procedures.

Conduct training through new materials.

Review employee performance and learning.

Ability to supervise multiple projects.

Good interpersonal skills and communication with all levels of management. Excellent leadership, team building, and management skills. Able to multitask, prioritize, and manage time efficiently. Quality Assurance Team Lead

Monitor and evaluate inbound and outbound calls, and score calls according to set guidelines. Support calibration sessions with assigned departments to identify gaps between actual and desired agent behavior.

Provide feedback and reports to management team regarding calls as well as assisting to analyze organizational trends and risk factors.

Create and distribute call monitoring forms and evaluations as required. Document Standard Operating Procedures for policies and practices which are determined by management.

Monitor phone calls to ensure call center employees are in compliance with the rules and regulations of MRS, state and federal guidelines as well as client standards of work. Alert management to key trends which put the organization at risk both contractually as well as with federal guidelines.

Track and monitoring calls to ensure employees are providing excellent customer service and effective account remedy.

Provide training, coaching, feedback and assistance to call center representatives and management team members.

Provide compliance related resources to internal team members to help educate on industry trends and risks.

Education:

High School Diploma: 2007

Gloucester City Jr Sr high school- Gloucester City, NJ

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