Customer Service Specialist

*********@*****.*** 214-***-****

Stacy Sot

**** ********* *** *******, ** 75043

Professional Summary

Dedicated and results-driven Customer Service Specialist with over 20 years of experience in providing exceptional service and support. Committed to ensuring all required conditions are met and documentation is meticulously reviewed prior to finalization, while adhering to stringent policies and procedures to maintain the highest quality standards. Strong communicator with a focus on delivering solutions that meet and exceed customer expectations.

Experience

01/2019 to Current Harley Davidson Financial Collections/Underwriting Remote

Provide accurate payoff quotes to dealers and issued paid in full letters to facilitate lien release, ensure timely and efficient processing

Pulled and analyzed daily employment verification reports from credit bureaus, such as Equifax, support credit and loan processing.

Ensured all required conditions and documentation were received and thoroughly reviewed before finalizing transactions.

Work account 30-59 days, 60-89 days, and 90-119 days.

Handled Canadian accounts

Establish legitimate payment arrangements and commitments to address delinquent accounts, ensuring compliance with guidelines and securing necessary exceptions.

Conduct skip tracing, assign repossessions, and collaborate with third part vendors.

Ensure compliance with state regulations and guidelines set forth by the FDCPA and FDCA.

12/2009 to 12/2018 Humana, Inc. Outbound Contact Rep Irving, TX

Answer inbound and make outbound calls, actively engaging in back and forth dialogue with members regarding general health; both in dialer environments and manual campaigns

Administered 30 or more health-risk assessments on average for Medicare/Medicaid members.

Educated members about Humana’s wellness programs during welcome calls to members.

Receive inbound calls, documented and assist both members and providers with mental health; benefits, claims, provider network information, and resolve any other inquiries of behavioral health.

Received awards for 4 consecutive years for best in quality and schedule adherence.

Recognized for both written and verbal communications skills.

Surpass department goals and receive top performer out of 25 associates.

Perform administrative duties including processing and entering mail correspondences and data entry.

03/2008-12/2008 Convergys-CitiMortgage Customer Service Rep Wichita, KS

Handle inbound calls from customers in a fast paced, high call volume environment. While utilizing problem solving skills to satisfy each members request and complaints with empathy and assurance of assistance

Handled 80-100 incoming calls daily from members, complete surveys to see if the customer can get additional help regarding foreclosure homes.

Complete member's 1003 applications regarding approval for assistance and process credit card payment.

Providing excellent customer service while maintaining an average talk time of less than five minutes

Software Skills

Microsoft Office programs including: Word, Excel, PowerPoint, One Note Outlook.

As well Cisco, TWN and Rec-Works

Education/ Certifications

Information Technology Support Professionalism– Certification-2000

Alvin High School -Dipolma-1996

Contact this candidate