Data Entry Service Representative
Resume:
Melanie Torres
Senior Customer Relations Manager - J. Knipper and Company
Philadelphia, PA 19124
***********@*****.***
Authorized to work in the US for any employer
Work Experience
Senior Customer Relations Manager
J. Knipper and Company, Inc. - Lawrenceville, NJ
2004 to Present
Managing, supervising and coordinating the activities of call center, data entry and mail center professionals in providing telephone customer related services and data entry. Liaising with team leaders, supervisors, third parties, and operatives to collect the information and resolving issues.
Planning and supervising changes and managing the daily operations of the three departments. Monitoring random inbound calls to improve the quality, minimizing errors and tracking operative performance.
Setting up and meeting performance goals and targets for speed, sales, efficiency, and quality. Maintaining current knowledge of industry new developments, productions, and involvement in network communications.
Recording statistics, performance level and user rates of the call center and data entry employees. Preparing report and analyzing content.
Planning and developing employee recruitment, including posting vacancy ads and liaising with other departments for proceedings.
Motivating, coaching, and retaining staff as well as coordinating reward, bonus, and incentives schemes. Handling the most complicated customer inquiries, escalations or complaints. Forecasting and analyzing information against budget statistics on a weekly or monthly basis. Reviewing the staff's performance, determining training needs and scheduling training sessions. Experience working with various pharmaceutical companies, patients, and health care providers. Experience with various customer programs such as savings cards, voucher and redemptions, patient assistance programs, rebates, drug sample fulfillment, clinical trials and literature fulfillment. Meets data entry financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Determines data entry service requirements by conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications. Accomplishes day-to-day work operations by initiating, coordinating, and enforcing data entry policies and procedures.
Improves data entry quality results by completing audits; identifying trends; determining system improvements; studying, evaluating, and re-designing work processes; implementing changes. Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. Accomplishes information systems and organization mission by completing related results as needed. Bilingual Customer Service Representative
ICT Group
2003 to 2004
Received and supported inbound calls in both English and Spanish. Transferred calls to appropriate departments. Provided technical assistance and transferred callers to various web sites. Responsible for translating call guides and other documents into Spanish. Assisted quality Assurance with return mail and data entry.
Certified Nursing Assistant
Penny Pack Nursing Home
2002 to 2003
Recording all vital sings and assisted on activities of a daily living. Team Leader
Cardone Industries
1996 to 2000
Trained new employees. Scheduled and evaluated production team. Implemented systems geared towards team building and total quality management. Insured all ISO 9002 and QS 9001 standards were met. Audited orders to make sure customer receive a 100% quality and that orders were shipped out using company quality standards. Responsible for supervising 20 to 30 employees. Education
Bachelor of Business Administration in Business Management American Intercontinental University
2011
Associate in Business Administration
American Intercontinental University
2009
Diploma
DPT Business School
2002
Certificate in Nursing Assistant Certification
Clinical Pathways School
2001
Banking and Finance
Institute of Finance and Commerce
2000
Political Science
Pontificie Catholic University
1991
Skills
• Bilingual- English & Spanish
• Clinical Trials
• Statistical Analysis
• Forecasting
• Quality Management
• Quality Assurance
• Content Management Systems
• Translation
• Process Improvement
• SharePoint
• Account reconciliation
• Analytics
• Computer Networking
• Data Warehouse
• Business Analysis
• Databases
• Manufacturing
• Customer support
• Leadership
• Customer service
• Medical billing
• Cash handling
• Benefits administration
• Spanish
• English
• Microsoft Office
Languages
• Spanish - Expert
Assessments
Medical billing — Proficient
February 2022
Understanding the procedures and forms used for medical billing Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Substantial experience and outstanding skills in customer service with over 17 years of experience. Accustomed to working in fast paced environments with the ability to think quickly and successfully handle difficult clients.
• Talent for identifying customer needs and presenting appropriate company product and service offerings.
• Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.
• Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings.
• Expertise in resolving escalated customer service issues.
• Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel.)
• Excellent interpersonal skills, ability to work well with others, in both supervisory or support staff roles.
• Proficient with Avaya CMS, NICE (call recording) Siebel, Oracle, Customer First, SIMS, Pharma Comply, AnyDoc, Fax Manager, many others.
Contact this candidate