Entry Operator Customer Service
Resume:
CAROLYN SAMUEL WILSON
Cincinnati, OH
513-***-**** **********@*****.***
CUSTOMER SERVICE PROFESSIONAL
Highly accomplished, enthusiastic, and diligent Customer Service Professional. In depth knowledge of sales, account management, and training coupled with the unique ability to immediately establish strong customer rapport and trust. Successful track record of getting accounts paid on time, exceeding customer expectations, and retaining quality customers. Core competencies include:
●Strong Conflict Resolution Skills
●New Employee Training & Mentoring
●Extremely Strong Work Ethic
●Team Goal Setting
●Outstanding Telephone Communication Skills
●Multi Task Management
PROFESSIONAL EXPERIENCE
Medical Recovery System INC., Cincinnati, OH 2019-present
Customer Service / Collections Professional
Understands the key drivers and components of the customer experience as a whole. Understands how to enhance customer engagement and loyalty through accuracy, reliability, and ultimately exceptional service. Understands how to build relationships across Humana to create a unified, efficient, simple customer experience while compliant with company guidelines
Proposed more efficient call script to reduce average customer handling time, which was well-received and implemented by management
Track trends in customer feedback and collaborate with management to determine the root cause of issues
Responsible for acting as an advocate for our members by offering guidance with their Explanation of Benefits, correcting insurance information, and also payment arrangements
OMNICARE INC., Cincinnati, OH 2010 – 2019
Customer Service / Collections Professional
●Supported families in getting their accounts paid quickly with outbound and inbound calls. Maintained monthly cash goals.
●Consistently contacted facilities and patients’ families for additional information and to solve specific problems such as setting up payment arrangements if needed.
●Assisted in helping maintaining my team goal by working with my co-workers giving them tips on collecting and how to work their accounts efficiently.
OMNICARE / ACCOUNTANTS TO YOU, Cincinnati, OH 2009 – 2010
Customer Service / Collections Professional
●Resolved collection issues, such as setting up payment arrangements, added insurance information and worked with my team to obtain our monthly goal. Consistently achieved accounts goal: 55 per week.
●Answered incoming calls & called necessary companies to obtain information to get accounts paid quickly.
CINCINNATI BELL, Cincinnati, OH 3/2009 – 6/2009
Customer Service, Collections, Sales
●Resolved product issues and shared benefits of new technology. Managed quality communication, customer support and product representation for each client. Answered incoming calls.
INSIGHT COMMUNICATIONS, Florence, KY 2001 – 2009
Customer Service, Collections, Sales
●Guaranteed positive customer experiences and resolved all customer complaints. Assisted customers with their bills and recommended new products.
UNITED PARCEL SERVICE, Cincinnati, OH 1992 – 1995
Data Entry Operator
●Documented various information from shipping orders and answering phones. Also, problem solving minor computer issues.
CHILDREN’S HOSPITAL 1981 – 1995
Biller / Collector
●Maintained up-to-date knowledge of insurance policies regarding changes and collecting payments. Worked with parents, insurance companies to get accounts paid in a timely manner. Trained new employees.
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