Customer Service Representative
Resume:
Proven excellence in the banking and fiscal technology industries with 20 years of demonstrated professionalism in management, personnel leadership, customer service, and information technology,
Seeking a Customer Service / Call Center Manager position within your organization.
A great people manager, create an emotionally safe space for all employees and non-employees to be successful.
TEAM MANAGER: Digital Mortgage Loans Credit Card
Truist Bank, Atlanta, Georgia, 2018 – 2022
Operational & Personnel Oversight
Managed critical day-to-day project elements including objectives, Key Performance Indicators (KPIs), banking policies, financials, scheduling, resourcing, vendor management, risks, and reporting, necessary to deliver specified requirements, objectives and value.
Led 30+ onsite and remote personnel team members in daily banking operations.
Carefully adhered to internal controls, operational procedures and risk management policies.
Worked cross-functionally to solve problems and implement changes.
CSAT scores driven over 80% .
Delivered on key projects and asks, on time and with quality, showing vision direction and effectiveness; influenced team direction and guided junior teammates' deliverables.
Administrated terminations, performance improvement plans, and salary reviews.
Banking and Fiscal Management
Served as primary contact for new account openings, loans, and cross-sold other products and services to clients through proactive and reactive client contact.
Oversaw client problem resolutions and performed maintenance for current clients regarding deposit, credit, convenience and other products and services.
Identified, developed, and tested creative solutions to challenging problems.
Regularly engaged in client phone calls to maintain knowledge and teammate perspective.
Advanced Information Technology (IT) Performance
Oversaw diverse operating systems to include Windows, Linux, or Mac environments.
Installed and configured computer hardware and software components. Provided functional and technical support troubleshooting and diagnosing hardware and software problems for desktops laptops, and Wyse Terminals.
Managed Cloud administration and applications (Webex, AWS Oracle Google Cloud).
Maintained local area networks (LAN), wide area networks (WAN), storage area networks (SAN), and virtual private networks (VPNs).
Assisted employees with technical issues; troubleshot various IT problems.
Supported off-site corporate meetings to include audio/video set up, configuration of wireless profiles and establishing VPN connectivity.
Monitored technical issues on calls and reported to floor operations staff and engineering department by completing troubleshooting tickets.
Boosted overall production by effectively managing call production-related hardware and software issues to expedite and drive to resolution.
PATIENT ACCOUNT REPRESENTATIVE REIMBURSEMENT SPECIALIST
Emergency Medical Associates, Parsippany, New Jersey, 2015 – 2018
Customer Service & Administrative Functions
Researched complex payor issues preventing payment and communicated the details to internal personnel for resolution.
Composed appeal letters to third party payors and compiled all proper documentation including but not limited to claim forms, payor specific forms, and medical documentation as applicable.
Utilized resources and websites as a tool to retrieve information related to accounts receivable tasks and assignments
Handled customer calls regarding insurance authorization, benefits, claims and precertification.
Followed up on all unpaid customer claims to ensure payment in a timely manner.
Reviewed and prepared claims for billing submission, identified billing errors for correction, and resubmitted claims to insurance carriers.
Applied extensive knowledge of ICD-9 and ICD-10 codes to obtain appropriate medical records to expedite the reimbursement process.
Insurance Processing & Software Applications
Utilized proprietary software to process rejections, denials and other correspondence received from third party payors.
Acquired, interpreted and applied payor rules/regulations to ensure claims and appeals were submitted/processed in accordance with proper guidelines.
Accurately documented the system notes screen regarding any actions or updates made to the patient account.
Investigated outstanding accounts, identify issues/denials preventing resolution and communicate findings to appropriate management personnel.
Contacted hospitals, employers, and payors for verification, claim status, and to obtain additional information to satisfy processing of the claims for payment.
Communicated with other departments to identify and resolve issues causing rejections and denials, utilizing applications and databases.
CUSTOMER SERVICE REPRESENTATIVE
Securitas National Communications Center, Parsippany, NJ, 2012 – 2015
Created a positive relationship in all customer interactions, maintaining a professional and friendly manner and ensured customer satisfaction was a priority.
Used a thorough knowledge of information resources operating practices to resolve and record customer complaints and escalate any unresolved issues.
Ensured customer complaints arising from complex agency transactions were accurately resolved, recorded and unresolved issues were escalated through appropriate channels.
Successfully completed activities to support the provision of service delivery and complied with privacy requirements and obligations ensuring confidentiality, privacy and integrity of information was not compromised.
Answered incoming phone calls and handled all procedures in a timely manner.
Assisted security officer’s needs, including call offs, incident reports, late arrivals and much more.
Transferred phone calls to appropriate parties.
Received incoming calls daily from alarm companies to include ADT, Stanley Security, and Vivint.
Prepared and updated MS Excel spreadsheets daily.
Dispatched Securitas patrol officers to alarm sites as needed.
Graduate Certificate, Hillside High School/ New Jersey
Warren L. Persadie
Banking and Technology Services
Contact Information
*********@*****.***
View my LinkedIn Page!
Career Experience & Achievements
Qualifications
Customer service
Leadership -Management
Complaint Resolution
Critical Thinking
Decision-Making
Time Management
Attention To Detail
Teambuilding & Training
Skills Summary
Consumer banking Lending
Personnel Support
Written and verbal communication
Microsoft Office: Microsoft Office Suite (Excel, Word, PowerPoint, OneNote, Visio).
LexisNexis
Workday
Call Center Manager
People manager
B2B
CSAT
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