Account Resolution Customer Service
Resume:
LAVONDA S JOHNSON
Soperton Ga 30457
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PROFESSIONAL PROFILE
Highly professional in customer service/management, collections, quality assurance and
provider relations. Qualifications include excellent services-management abilities, strong
communication skills, administrative experience, and diverse ability to team with diverse
work groups in achieving organizational goals.
AREAS OF EXPERTISE
● Customer Service ● Quality Assurance Standards
● Relationship building ● Planning & Prioritization
● Problem Resolution
● Technologically Savvy
TECHNICAL SKILLS
Advanced Proficiency in
● Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
PROFESSIONAL EXPERIENCE
Valmiera Glass Co
Warehouse Associate Dublin, Ga
06/2018 to 06/2019
● Received and processed incoming shipments of stocks and materials, picking and filling
orders from stock, Packing and shipping orders or managing, organizing and retrieving
stock and others.
● Received and processed damaged Fibers for re-shipment . Packaged, label and weighed
fiber products before dispatched.
● Overall organized, processed and completed shipments of fiber product.
Quick Quotes Insurance Services Deerfield Beach, FL
Client Services 07/2012 to 06/2018
* Conferred with clients by telephone in order to provide information about products and
services, to take orders or cancel accounts after obtaining details of complaints.
* Contacted clients in order to respond to inquiries or to notify of claim investigation
results or any planned adjustments.
* Determined charges for services requested, collected deposits or payments, and/or
arranged payment schedule.
*
* Reviewed insurance policy terms in order to determine if a particular loss is covered by
insurance plan.
* Qualified and assisted clients with prescription assistance programs.
* Solicit sale of new or additional services or products.
.
Asset Acceptance Deerfield Beach, FL
Account Representative II 03/2010 to 07/2012
* Responsible for locating customers and securing payment of charged-off accounts and
qualifying accounts for legal review.
* Communicated with customers via outbound/inbound phone calls and other means of
communication to secure balance of debt by negotiating payment terms and methods.
* Utilized various means of skip tracing to locate customers.
* Recorded and updated account information to aid in account resolution.
* Performed various Account Representative administrative duties.
* Adhered to FDCPA, state and federal laws and regulations.
Ican Benefit Group Boca Raton, FL
Supervisor of Quality Assurance 10/2006 to 08/2009
* Monitored member service calls; evaluated skills and behaviors in accordance with
quality assurance guidelines.
* Provided individual feedback/mentoring clarifying behaviors and consistency to
member service representatives
* Partnered with training team in order to assist or facilitate the training of new
representatives and supervisors to ensure quality of calls.
* Provided overall member service assistance with inquiries: medical claims, financial
services, advocacy & prescription assistance
* HIPPA certified
IBILL Deerfield Beach, FL
Reception / Office Management- Internet Billing 04/2004 to 10/2005
* Prepared invoices, reports, memos, letters, financial statements and other documents,
using word processing, spreadsheet, database, or presentation software.
* Communicated with customers, employees, and other individuals to answer questions,
disseminate or explain information.
* Performed general office duties, such as ordering supplies, maintaining records
management database systems, and performing basic bookkeeping work
* Made travel arrangements for executives.
Boston Proper Boca Raton, FL
Internet Customer Service 12/1999-04/2004
* Conferred with customers by telephone or in person to provide information about
products or to obtain details of complaints.
* Contacted customers to respond to inquiries or to notify them of claim investigation
results and any planned adjustments
* Referred unresolved customer grievances to designated departments for further
investigation
EDUCATION
Swainsboro Technical Swainsboro, GA
Office Management Certification
Swainsboro Technical Swainsboro, GA
Certified Nursing CPR Assistant
Treutlen High School Soperton, GA
High School Diploma
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