Customer Service Representative

GEORGES DORBENS LERBY

Miami FL ***** **************@*****.*** 786-***-****

summary

Dedicated Customer Service Representative with more than 10 years’ experience in customer relations. Motivated to maintain customer satisfaction and to contribute to the success of the organization. Efficient billing specialist, Strong familiarity with claims procedures, collections techniques and customer query resolution. Knowledgeable about preparing invoices, processing payments and pursuing past-due balances Proven ability to establish rapport with clients and exceed targets on the production floor.

skills

• Payment Collection

• Salesforce

• Up-selling capabilities

• Order Processing

• Product and Industry Knowledge

• Software proficiency

• Insurance claims

• Insurance Payments

• Billing Process

• Billing issues

• Medical Claims

• HMO

• HIPAA

• Active listening

• Clear Verbal Communication

• clear Written Communication

• Analytical thinking

• Strong interpersonal skills

• Attentiveness

• Teamwork and Collaboration

• Microsoft Office Skills

• PowerPoint, Word, MS Excel

• Time Management

• Shipping Procedures Understanding

• Multitasking abilities

Work experience

Customer Service Healthcare

HIREGY

06/2022 to 03/2024

Responsibilities are to answer inbound call from members resolve patient insurance claims and questions related to medical care and benefits information (vision benefits and dental benefits) help customer to schedule transportation send new ID card helping members to locate providers on the network with the insurance company

Customer care representative (remote)

EVERISE 05/2017 to 12/2019

• Identified clients' needs and matched the appropriate products and services.

• customer service inquiries, complaints, and service requests

• Paid very close attention to the details of the customer account

• Collected past due accounts that were not sent to third-party notices centers Excelled collection agencies.

• Entered payments and assisted with basic billing questions, including entering auto-payment information, and sending notices of expired or declined credit cards.

• Acted as project manager for larger-scale repair issues, and direct point of contact for clients, carriers, and vendors.

• Handled customer service transactions and used empathy and courtesy to achieve customer loyalty.

• Operated a PC/image station to obtain and extract information; documents information, activities and changes in the database

• Connected customers with service centers to fix their broken products.

• Provided my best customer service, making sure they were happy before the call ended.

• Provided customer satisfaction excellence by answering the telephone in a positive professional manner.

• Provided exceptional one-on-one customer service and effectively handled any customer complaints

• Maintained positive quality scores and exceeded sales quotas.

• Excelled in creating a promoter experience for the customers shown through high survey scores and recognition through verbatim s from customers.

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

• Provided accurate and appropriate information in response to customer inquiries

• Built customer loyalty by placing follow-up calls for customers who reported product issues

• Utilized online tools and resources appropriately to efficiently manage customer relationships.

• Easily learned products and how to find a product based on several systems

• Processed orders, answered customer inquiries, tracked inbound/outbound shipments, expedited deliveries

• Communicated with customers via email, online chat, and phone calls

• Addressed customer service inquiries in a timely and accurate fashion

• Assisted customers with technical issues, billing issues, and any other issues they customer has.

• In this call center daily environment, quickly and effectively resolve customer issues and complaints using natural friendliness and superior interpersonal and customer service skills

• Asked open-ended questions to assess customer needs.

• Managed high volumes of calls while completing all tasks needed for customers.

• Needed to understand computer software and typing skills were important.

• Experience in import & export customer service. Exceeded performance goals.

• Worked with new customers in the development of new accounts and the implementation of new systems.

• Politely assisted customers via telephone.

• Interact with customers daily responding to complaints and account inquiries

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

• Served as technical support for supported e Readers and applications for various devices.

• Created new accounts and maintained existing account information within the database.

• Built customer loyalty by placing follow-up calls for customers who reported product issues.

• Assisted upper management in drafting and editing new Policy and Procedure documentation (beyond the scope of my position, but the fact my expertise was often utilized as needed is pertinent).

• Gained and applied knowledge of new computer systems and their applications

• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as actions were taken.

Customer service Medicare and Medicaid biller

BLUE RIDGE

07/2014 to 07/2016

• Responsible daily for billing over 60 Medicare, Medicare Managed Care and Medicaid claims and the appropriate follow up

• Responding to all inquiries from Medicare, Medicare Managed Care and Medicaid pertaining to eligibility, coordination/explanation of benefits and payments.

• Answered inbound calls, chats and emails to facilitate customer service.

• Consulted with customers to resolve service and billing issues.

• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

• Informed customers about billing procedures, processed payments and provided payment option setup assistance.

• Upheld quality control policies and procedures to increase customer satisfaction.

• Made outbound calls to obtain account information.

• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

• Set up and activated customer accounts.

• Collaborated with management to discuss effective plans for resolving major quality problems.

• Receive and process payments from customers while updating their account

• Received payments from insurance providers, handled Medicare packages and completed immediate processing.

• Contacted clients with past due account to formulate payment plan and discuss restructuring options.

Process late fees on unpaid accounts

• Process monthly bills and send to customers for payment

Answered customer inquiries regarding billing.

Customer Service Sales Representative

ALORICA

11/ 2012 to 11/ 2013

I used to create booking for the guests, make reservations for dining package, restaurant and shore excursions. I used to work with the travel agencies and the guest directly. I used to cancel booking, make payment and sell the packages.

• Manage large amounts of inbound calls and make consistent outbound calls.

• Identify and assess customers’ needs to achieve satisfaction

Education

High school diploma

Melbourne central catholic

Languages

English French creole

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