Customer Service Technical Support

Irving, Texas ***** +1-214-***-**** ******.*****@***.***

PAMELA PIPER

Senior customer service professional with expertise in dispatch processes, claims, technical support, and service delivery. Demonstrating success in managing financial tasks while seeking out opportunities to enhance systems. Passionate about promoting lasting customer satisfaction by providing exceptional service and unparalleled support. PROFESSIONAL

SUMMARY

SKILLS ● Accounts Receivable

● Account Reconciliation

CRM Systems Customer

Relations

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● Data Accuracy

● Escalations Management

● Logistics Management

Microsoft Applications

Proficiency

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● SAP Understanding

● Strong Analytical Skills

Written and Oral

Communications

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● 10-Key Data Entry

DISPATCHER COORDINATOR 04/2022 to Current

Progressive Healthcare Solutions, Irving, TX

CLERK III 04/2018 to 04/2022

Health and Human Services, Texas, Irving, Texas

CUSTOMER SERVICE SPECIALIST/DISPATCHER 09/2017 to 03/2018 CSC ServiceWorks, Irving, Texas

WORK HISTORY

Act as the single point of contact for the exception and escalation of service orders for customers, consumers, and service engineers

(internal/external) in a professional matter.

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Identify planning issues, apply effective solutions, and determine follow-up actions with minimum direction.

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Identify patterns in issues/inquiries and promote improved customer service through regular updates to knowledge-management content.

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Provided exceptional customer service by addressing inquiries promptly and resolving issues efficiently while maintaining a professional demeanor.

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Provided clerical support to Eligibility Operations Staff, including processing, mailing, and reviewing applications for signatures, dates, and supporting documentation.

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● Logged and assigned complete applications for processing.

● Copied and returned original documents upon customer requests.

● Responded to customer inquiries and sought assistance.

● On-call 24/7 dispatch

Responsible for answering telephone call inquiries, creating work orders and dispatching drivers/laborers in a timely manner

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● Followed client specific policies and procedures and escalated high priority work orders in a SENIOR CUSTOMER SERVICE SPECIALIST 01/2016 to 07/2017 Diebold Nixdorf, Irving, Texas

CUSTOMER EXECUTIVE/ADMINISTRATIVE ASSISTANT 02/2015 to 08/2015 Humana Healthcare, Irving, Texas

CLAIM SERVICE ASSISTANT 05/2013 to 08/2014

State Farm Insurance Company, Irving, Texas

timely manner, following standardized policies and procedures

● Updated dispatch boards throughout the day.

Input all job orders and placements into COATS daily along with conversations with drivers and clients.

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Respond to and assist customers who communicate via email or Diebold service with problems and requests

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Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot

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Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently

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Respond and assist internal customers (associates and service sub-contractors) to retrieve new service information, input information into database for historical purposes, relay system messages, and perform customer service related administrative functions

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● Performed quality audits as required

● Perform maintenance to facts dispatch database.

Act as primary liaison with customers in solving problems related to the application process and service

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Communicates clearly and professionally with the customer by telephone and/or written correspondence regarding all aspects of the claims process

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Educate and inform customers by telephone, written correspondence and/or the claims system about the documentation required to process a claim, required time frames, payment information and claim status

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Entered verbal and written application information that met both the internal and external customer's requirements accurately into the claims management system

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● Assign new claims to the appropriate claims handler

● Assist with Medicaid and Medicare enrollment

● Provide administrative assistance to legal and communications staff Front-line representative to ensure all incoming calls were handled quickly and in a professional matter

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● Plan, support, and implement logistics for internal and external company events Ensure that all client information was updated and organized for in-house attorneys on various client/case files.

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Helped provide assistance to claim handlers by performing a variety of support services

(e.g., setting up claim files, filing correspondence, pulling files)

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Entered electronic claim information (e.g., subrogation, salvage information, and medical bill codes)

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● Updated and made corrections to claim files as directed by claim representatives

● Received and distributed incoming mail and processes outgoing mail

● Perform receptionist and/or office switchboard duties as assigned Operated a variety of office equipment, including computers, printers, copy machines, facsimile receiver/transmitter and mailing equipment

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CUSTOMER EXECUTIVE/ADMINISTRATIVE ASSISTANT 02/2012 to 09/2012 Life Science Logistics, Irving, Texas

CUSTOMER EXECUTIVE/ADMINISTRATIVE ASSISTANT 08/2010 to 10/2011 AppleOne, Irving, Texas

TECHNICAL SUPPORT/ADMINISTRATIVE ASSISTANT 06/2008 to 04/2010 Connex, Dallas, Texas

ADMINISTRATIVE ASSISTANT 04/2002 to 10/2007

Centre for Neuro Skills, Irving, Texas

● Took over 100 calls per day.

Welcomed guests and customers by greeting them, in person or on the telephone; answering or directing inquiries

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● Input, edit, retrieve, copy, and transmit demographic information for new hires Updated employee handbook, assisted HR manager with updates on policies and procedures

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● Assist with new hire pre-drug screen and random drug screen paperwork for all employees Scheduled interviews, post open positions on job poster boards, Career Builder, Monster, and all college boards

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● Created monthly surge schedules for employees on excel, Calendar management in outlook

● Provided administrative support to program team members Prepared memorandums outlining and explaining administrative policies and procedures to staff

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Prepared expense reports, check request, department time reporting, transcribed memos, maintained various projects as assigned

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● Disseminated information in an accurate and timely manner in verbal or written form

● Proficient use of MS Office (Word, Excel, some MS PowerPoint, Access and Outlook)

● Helped assist with onboarding and exit interviews. Administrative duties included answering telephones, third party billing for Medicaid, Medicare insurance claims, correspond with insurance companies and daily reports

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● Maintained and updated information on all accounts in the database

● Received 100–150 calls daily

● Daily effective use of MS Word, MS Publisher, MS Excel, and some MS PowerPoint Composed and generated correspondent letters to insurance companies as well as outside case management.

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● Bridged and monitored video conferences

Test T-1 lines and BRI for audio, video and telecommunications as well as administrative duties to include answering telephones, making reservations and successfully executed daily reports and statistics

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Draft and edit correspondence, assist with proofreading, formatting and data input into Excel spreadsheets, PowerPoint, and Word documents

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● Maintain and generate information on all international room sites updated in database

● Compose and generate correspondent letters.

● Managed and scheduled (75)+ employees at residential site

● Scheduled therapy for inpatients and outpatients

● Managed all necessary filing insurance forms, patient files, photocopying and data entry Worked extensively in MS Outlook, Word, PowerPoint and Excel to prepare correspondence, maintain databases, and compile reports

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● Assist with timesheets and payroll (QuickBooks)

● Administrative support to (6) Case Managers

● Created and maintained patient profile information in client database

● Answered multiple phone lines and all incoming calls Executed travel arrangements for families and clients and managed to include airline reservations, transportation and lodging

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● Conducted tours of facility for families and insurance companies

● Helped assist HR with recruitment for new hires.

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