Customer Service Representative

Oklahoma City, OK ***** 405-***-**** ********@*****.***

RITA HENTHORN

Personable Member Service Representative offering 25 years of experience resolving account and service concerns for customers. Smoothly uncover and solve challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. PROFESSIONAL

SUMMARY

SKILLS ● Customer assistance

Written and verbal

communication

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● Cash Handling

● Till counting

● Currency counting

● Payment collection

● Customer Relations

● Identification Checks

Customer Complaint

Resolution

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● Issuing Receipts

● Good Telephone Etiquette

CUSTOMER SERVICE /BILLING SUPERVISOR 10/2019 to 05/2020 City Of Bethany, Bethany, Ok., OK

BILLING SPECIALIST 02/2006 to 10/2019

City Of Bethany, Oklahoma City, OK

WORK HISTORY

● Monitored front areas so that questions could be promptly addressed. Coordinated individual duties after careful evaluation of each Customer Service Representatives skill level and knowledge.

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Improved customer satisfaction through application of superior conflict resolution and problem-solving skills.

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Interceded between Customer Service Representatives during arguments and diffused tense situations.

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● Delegated tasks to administrative support staff to organize and improve office efficiency. Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.

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Identified, researched and resolved billing variances to maintain system accuracy and currency.

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● Processed 2000 invoices each week and mailed documentation to clients.

● Performed targeted collections on past due accounts aged over 30 days. Managed efficient cash flow reporting, posted cash receipts and analyzed chargebacks, independently addressing and resolving issues.

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● Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.

● Monitored outstanding invoices and performed collections duties.

● Inserted mail with manual methods and automated equipment for optimal efficiency. Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.

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CUSTOMER SERVICE REPRESENTATIVE/CASHIER 12/1994 to 02/2006 City Of Bethany, Oklahoma City, OK

● Managed invoicing and payment processing operations. Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.

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Generated and submitted invoices based upon established accounts receivable schedules and terms.

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● Provided primary customer support to internal and external customers. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

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Developed community reputation through commitment to customer satisfaction and strong client relationships.

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● Answered customer telephone calls promptly to avoid on-hold wait times.

● Maintained clean and orderly checkout areas.

Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.

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Educated customers about billing, payment processing and support policies and procedures.

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● Exhibited high energy and professionalism when dealing with clients and staff.

● Cross-trained and provided back up for customer service supervisor.

● Trained new personnel regarding company operations, policies and services. Northwest Classen High School, Oklahoma City, OK

High School Diploma, 05/1971

EDUCATION

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