Customer Service Support

FAITH Jones **** Hopkins Road, Apt N,Richmond, VA 23227 C: 804-***-**** ********@*****.*** I am an administrative office professional with over 20 years of experience seeking to transition from a medical and customer service field, into the educational and non-profit sector. I hope to assist and strengthen inner school and community relationships by providing excellent organizational and structure services to students, families, staffs and partners. Strong organizational skills

• Active listening skills

• Seasoned in conflict resolution

• Courteous demeanor

• Telephone inquiries specialist

• Customer service expert

• Adaptive team player

• Collection experience

• Work to diligently complete all assigned tasks, working overtime as

• needed.

• Researched, calmed and rapidly resolved client conflicts to prevent loss of

• accounts.

• Consistently collect co-pays, coinsurance and deductibles to increase

• hospital monthly revenue.

• Assisted customers over the phone regarding their insurance policy responsibilities and reduced their out of pocket expenses when deemed. March 2008 Customer Service Specialist

Universal Health Services/Atlantic Region CBO 5 Richmond, VA

• Worked as a team member performing collection and assisting patients in a call

• center. Bringing resolution to patients accounts with their balances and assisting

• with payment arrangements as required and offered.

• Accurately logged all daily payments on patients’ accounts.

• Promptly responded to general inquiries from members, staff, and clients via mail,

• e-mail and fax.

September 2007 to March 2008 Customer Service Collector Fast Auto Loans 5 Richmond, VA

• Performed store opening duties, including counting cash drawers and checking

• all equipment for proper functioning.

• Executed outbound calls to existing customer base resulting in 90 % increase in

• auto payments

• Responsible for ringing up customers in a timely manner and guaranteeing high

• level of customer service.

• Successfully interacted with customers and expedited their change accordingly.

• Assisted customers with their balances and loan complaints.

• Managed quality communication, customer support and product representation for each client via incoming and outgoing calls.

October 2005 to September 2007 Customer Service

Estes Trucking 5 Richmond, VA

• Prevented/located store losses using awareness, attention to detail and integrity.

• Maintained up-to-date knowledge of trucking policies regarding payments,

• returns and freight estimated delivery day or times. November 2000 to October 2005 Customer Service

Overnight Transportation/UPS 5 Richmond, VA

• Maintained up-to-date knowledge of trucking policies regarding payments,

• returns, exchanges and estimated delivery of products.

• Prevented store losses using awareness, attention to detail and integrity.

• Trained 10+ new employees quarterly.

• Developed highly empathetic client relationships and earned reputation for

• exceeding in locating freight delivery or losses.

• Cross-trained and provided back-up for other customer service representatives

• when needed.

• Assisted customers with store and damaged product complaints. Guaranteed

• positive customer experiences and resolved all customer complaints.

• Recommended, selected and helped locate merchandise based on customer

• needs and desires.

• Communicated all merchandise needs or issues to appropriate supervisors. EDUCATION AND TRAINING

1982 Associate of Arts: Clerical

Rutledge Business College 5 Richmond, VA

Graduated with Honors; Deans List and Cum Larde.

Top 10% of Class, maintained a 3.85+ average.

1979 High School Diploma: Academic

John F. Kennedy High School 5 Richmond, VA, Henrico Graduated with honors, top 10% of Class, Honor Roll, National Honor Society and Who's Who Among American High School Students

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