Nancy Walden

Billing Specialist - AT&T-Work

Richmond, VA 23237

adobdk@r.postjobfree.com

804-***-****

Authorized to work in the US for any employer

Work Experience

Billing Specialist

ATT Work - Richmond, VA

May 2014 to Present

from Home-May 2014 to Present

Responsibilities

Handle incoming call from business accounts, provide billing support, provide technical support, provide adjustments and credits, first call resolution

Billing Specialist

Customer Support Representative

ATT Work at Home - Richmond, VA

January 2014 to Present

Responsibilities

Access the customers account, explain their bill to them, change rate plans and features, troubleshoot, upgrade equipment, make account changes, assist with payments and payment arrangements, make commitments to call a customer back, anticipate needs, empower the customer, etc Accomplishments

I am still working there

Customer Service Representative

AT&T-Florida

October 2013 to Present

Skills Used

Active listening, building rapport, anticipating needs, resolving issues, empathy, approaching customers with an I can attitude, etc

Customer Service Representative

AT&T-Florida-October 2013 to Present

I am a customer service/technical support representative. I deal with frequent callers to come up with a final solution to prevent more calls. I help customers understand their bill, issue credits when needed, research our database to certain questions or requests, take payments, take detailed notes, properly disposition calls, etc.

Customer Service Representative

AT&T-Florida

April 2014 to June 2014

Responsibilities

I take outbound calls from prospects to gain leads for the client. Accomplishments

I have been very successful with gaining leads and meeting daily goals. Skills Used

Active listening

Building rapport

Using clear and proper English

Solving customer's issues

Technical Support

Sutherland Global Services - Rochester, NY

November 2012 to May 2013

I provide technical support to people with cable and internet issues. I build rapport and I actively listen to the customer to gain an understanding of what the issue is. I ask probing questions to determine the best course of action I need to take to resolve the issue. I make changes to the customers account when needed, take payments, issue credits, sales, and troubleshooting. I resolve issues the first time to prevent callbacks. I take detailed notes, properly disposition calls, and properly close each call. Customer Service Representative

Sutherland Global Services - Rochester, NY

February 2011 to May 2011

Responsibilities

I performed seasonal work for Valentine's and Mother's Day. I took inbound calls from customers and florists as well as made outbound calls to florists. I provided first call resolutions by building rapport and using active listening skills. I issued credits and credits when needed. I took detailed notes and properly dispositioned each call.

Accomplishments

I was able to help my team by taking on some of the immense amounts of calls during those busy holiday seasons.

Skills Used

I used active listening, built rapport on all calls, showed empathy, spoke clear and proper English, used proper and correct spelling, calmed angry customers and florists, entered detailed notes on every account, correctly dispositioned all calls, etc.

Sales Associate

Big Lots - Richmond, VA

March 2007 to February 2009

Furniture sales

• Putting furniture together

• Taking furniture apart

• Cashier

Housekeeping (full-time)

Homestead Studio Suites - Glen Allen, VA

August 2002 to November 2006

Cleaned rooms

• Laundry attendant

Housekeeper

Super 8 Motel - Richmond, VA

June 2001 to June 2002

full-time)

• Cleaned rooms

• Laundry attendant

Education

Associate in Business Administration in Healthcare Management University of Phoenix - Richmond, VA

January 2014 to June 2016

Associate of Applied Science in Healthcare Administration in Medical Records University of Phoenix - Richmond, VA

2013 to 2014

Diploma in Medical Billing and Coding in Healthcare in Medical U.S. Career Institute - Home, PA

2010 to 2012

General Studies

Huguenot High School - Richmond, VA

2004 to 2005

Skills

• Customer Service Skills (10+ years)

• Technical Support (3 years)

• Sales Support (3 years)

• Microsoft Office (10+ years)

• Team Building (10+ years)

• Team Management (3 years)

• Powerpoint (10+ years)

• Medical terminology

• Computer skills

• Medical office experience

• Management

• Microsoft Excel

• Medical billing

• EMR systems

Links

https://www.linkedin.com/in/nancy-walden-38ab6767/ Certifications and Licenses

Billing and Coding

June 2005 to August 2006

I was enrolled in a distant education program, studying medical billing and coding. I received my Diploma in Medical Billing and Coding.

Additional Information

I am looking to become a member of a great team. I want to build with a company, and I am looking for a permanent position. I enjoy and prefer working from home, but under certain circumstances would I be able to work outside the home. I'm very advanced in computer skills and usually fix technical issues on my own. I'm a very organized person who can work independently despite any distractions. I have 5 years of experience working from my own personal office. I have worked in customer service, sales, and technical support. I've had extensive training in these areas.

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