Customer Service Call Center

Juanita Ransom

** ***** *****, *********, ** ****4

Home Phone: (667*-***-****

Email: **************@*****.***

Career Profile

Accomplished administrative professional with over 15 years of progressive experience, skilled at, customer service, accounts receivable and payables processing and reconciliation.

Committed to implementing quality improvement techniques that drive business operations to success.

Summary of Qualifications

Self-motivated with strong interpersonal and customer relations skills.Proficient in using technology to enhance data and information management.

Developed systems capabilities, including Windows 10, 8, 95, 97, XP, ME, NT.

Proficient in Microsoft Word, Microsoft Edge, Infomax, ReportMax, MEC.

Familiar with Access, Publisher, types 70+ wpm.

Experienced with most email software, including Outlook; strong Internet research skills.

Strong team player with ability to coordinate with many people to accomplish projects.

Acquire new skills quickly, adapt easily to new and challenging situations.

Detail-oriented, able to hand many tasks simultaneously.

Experience

Paraxel

Call Center/Customer Service Representative 6/22/-12/23

Had detailed knowledge of the study protocols

Followed medical records procedures

Assisted in recruiting study participants by calling the database

Entered study participants in the study participant tracking system Clinbase, and study logs

Maintained appointment calendars

Conducted screening visits and study protocol specific study participant visits

Assisted staff physicians in assessment of concomitant medications, adverse events, lab results and other test results

Maryland Healthcare Connection 8/19-11/20

Call Center Representative

Updated or opened new healthcare benefits packages for customers

Helped customers decide which healthcare packages would be most beneficial to them

and their families

Took up to 85 inbound calls and made up to 50 outbound calls per day

Enrolled customers in chosen benefits package

Escalated call to supervisor when necessary

PayPal

Customer Service Representative 10/18-06/19

Opened and maintained customer accounts by recording account information

Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up

Maintain financial accounts by processing customer adjustments

Recommend potential products or services to management by collecting customer information and analyzing customer needs

Manage large amounts of incoming calls upwards of 120 calls per day

Identify and assess customers’ needs to achieve satisfaction

Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure

Keep records of customer interactions, process customer accounts and file documents

Resolve customer complaints via phone, email, mail or social media

Greet customers warmly and ascertain problem or reason for calling

Take payment information and other pertinent information such as addresses and phone numbers

Attempt to persuade customer to reconsider cancellation

Inform customer of deals and promotions

PDP Group, Inc. 8/14- 01/18

Insurance Tracker/Call Center (100-120 calls per day)

Reviewed auto accounts for various bank institutions and car dealerships to insure that the customer had the required amount of insurance for the leased vehicle.

I also verified coverage and if it was not enough gave information to customer to give to agent to update account.

I spoke with agents if necessary to resolve any issues that may have arose

Maxim Healthcare Services 6/09- 7/14

Open Credit Specialist/Reimbursement Specialist/Call Center (80-100 calls per day)

Answered multi-line switchboard.

Scheduled appointments for patients.

Verified insurance coverage.

Reviewing unpaid accounts to determine status and taking appropriate action to ensure payment in a timely manner.

Billing and collecting to insurance companies, families, or facilities of the patients we provide services for.

Contacting payers, via website, phone and/or correspondence, regarding reimbursement for unpaid accounts over thirty (30) days or more, by researching and following up on denials and requests for additional information.

Contacting patients and Dr’s offices as needed to collect appropriate information or to collect balances.

Printing timecard reports, verifying rates, current omitted shifts, check for current authorizations.

Weekly billing, balance reconciliation and posting branches.

Researching/resolving accounts in the Infomax Client Logging screen.

Maintaining open communication with team leader, keeping team leader apprised if deadlines are unable to be met, escalating accounts to team leader if AR issues become complicated.

Special projects as assigned.

Tek Systems 07/07 – 06/09

Expense Specialist

Processed expenses contractors incurred.

Verified daily allowances were not being exceeded.

Maintained record of prepaid expenses such as rental cars, airfare, and lodging.

Took up to 75 inbound calls and 60 outbound calls per day

Special projects as assigned.

Ross Department Store 03/05 – 04/07

Cashier/Customer Service

Greeted customers entering the store

Handled cash transactions

Received cash, checks, and credit card payments

Answered any questions customers had if possible

Other duties as assigned.

Protocol Communications 04/02 – 02/05

Customer Service Representative

Answered phones and responded to customer requests.

Sold and up sold customers products and services.

Provided customers with product and service information.

Identify and resolve customer issues concerning products.

Complete call log and reports.

Other duties as assigned.

Education

The Harford Institute, Baltimore, MD. Received Diploma.

University of Phoenix Online - Associates Degree

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