Service Representative Customer
Resume:
ISHMA SEWELL
Baytown, TX *****
***********@*****.***
Talented Accounts Receivable Specialist with 15 years' experience in financial services, collections and customer care management across diverse industries. Knowledgeable, analytical and personable with excellent problem solving skills and strengths in areas of credit and collections. Proven to improve workflow efficiencies while maintaining high standards in customer service. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Personable and dedicated Customer Service Representative with extensive experience in [Type] industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Talented Accounts Receivable Specialist with 20 years' experience in financial services, collections and customer care management across diverse industries. Knowledgeable, analytical and personable with excellent problem solving skills and strengths in areas of credit and collections. Proven to improve workflow efficiencies while maintaining high standards in customer service.
Bill processing
Statement issuing
Adjustment posting
Investigative research
Payment management
Reliable & trustworthy
Credit and collections
Flexible schedule
Customer service
Analytical
Microsoft Office
Organization
Maintenance & repair
Critical thinking
Multitasking
02/2016 to 02/2023
OPTUM
Houston, TX
Claims Recovery Analyst
Presented quarterly analyses to cross-functional team members to enhance decision making Tracked data problems and analyzed information to find root causes Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements
Answered customer questions regarding account discrepancies or problems Accepted and processed customer payments and applied toward account balances Received payments and posted amounts to customer accounts Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems
SUMMARY
SKILLS
EXPERIENCE
Recorded information about status of collection efforts Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions
Arranged debt repayment or established schedules for repayment based on customer's financial situation Spoke with customers to learn reasons for overdue payments and to review terms of credit contract Contacted customers with delinquent accounts to solicit payment Performed administrative functions for assigned accounts, recorded address changes and purged records Worked closely with delinquent account holders to collect and reconcile accounts through approved channels Contacted insurance companies to check status of claim payments Monitored overdue accounts using automated information systems Collected, updated and modeled financial data
Reviewed, evaluated and adjusted claims to promote fair and prompt settlement Negotiated and settled claims according to information presented through reports, research and data verification Gathered information from various third parties to determine claim acceptability Investigated questionable claims to determine payment authorization Identified and obtained evidence to ascertain claim value Obtained necessary information to complete proper evaluation of injury claims Reviewed data to verify validity of claims and determine case management actions Completed required investigations on referred files within established timeframes Coordinated benefits while applying applicable deductibles, co-insurance and out-of-pocket costs Communicated with personnel and legal counsel on claims involving litigation Investigated potentially fraudulent claims with focus on thoroughness, quality and cost control Investigated claims, conducted field audits, determined losses and reported findings Analyzed and audited open claims to calculate additional payments owed Identified and collected evidence and determined value to specific claim to properly assess conditions Decreased loss ratios through fair and timely claim processing Interviewed claimants, medical specialists and employers to determine pertinent claim information Drafted statement of loss to summarize damages, payments and underlying policy coverage Conducted witness interviews to assist claim information gathering process Reduced loss ratios through fair and prompt processing of claims Explained premiums owed to policyholders, agents and underwriters Reviewed collection files to determine next steps in collection process Discovered occurrences of insurance fraud or criminal neglect to avoid workplace liability Recommended punitive action on fraudulent claims
Coordinated with law enforcement and testified at criminal proceedings Communicated with external organizations, social workers and others regarding patient's benefits and resources Entered claim transactions, payments, reserves and other documentation Paid and processed claims within designated authority level Evaluated evidence with ultimate goal of creating positive outcomes for client's claims Reviewed claims to ensure accuracy, resulting in multiple claim reductions Handled and processed variety of claims, including [Type] and [Type] Double-checked and reviewed documentation for denied and accepted insurance claims Verified and analyzed claims settlement data to ensure validity Researched and followed up on denied insurance claims Examined claims investigated by independent adjusters Reduced $[Amount] claim down to $[Amount] based on meticulous records of actual entitlement Supervised independent adjusters to promote adherence to guidelines. Spoke with customers to learn reasons for overdue payments and to review terms of credit contract. Conducted audits on internal controls and developed reports on findings. Managed completion of planned audits, reviewed records and procedures for accuracy to accomplish objectives and appraised policies and plans under audit review. Maintained confidentiality of company information obtained in audit assignments. Applied professional judgment in gathering and evaluating evidence for thorough analysis. Composed clear and concise audit findings to deliver comprehensive audit reports. 04/2002 to 10/2015
CENTERPOINT ENERGY
Houston, TX
Customer Service Representative/Trainer
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
Remained calm and professional in stressful circumstances and effectively diffused tense situations Answered inbound calls, chats and emails to facilitate customer service Developed strong customer relationships to encourage repeat business Demonstrated excellent communication skills in resolving product and consumer complaints Consulted with customers to resolve service and billing issues De-escalated problematic customer concerns, maintaining calm, friendly demeanor Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
Escalated customer concerns, issues and requirements to supervisors for immediate rectification Set up and activated customer accounts
Asked probing questions to determine service needs and accurately input information into electronic systems Informed customers about billing procedures, processed payments and provided payment option setup assistance Assisted customers with making payments or establishing payment plans to bring accounts current Educated customers on special pricing opportunities and company offerings Upheld quality control policies and procedures to increase customer satisfaction Fielded customer complaints and queries, fast-tracking for problem resolution Used proven techniques to de-escalate angry customers during telephone interactions Made outbound calls to obtain account information
Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices Improved customer service wait times to mitigate complaints Mentored new employees on procedures and policies to maximize team performance. ASSOCIATE OF SCIENCE
University of Houston, Houston, TX
EDUCATION AND TRAINING
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