Data Entry Service Representative

EBONY BAILEY

470-***-**** ***************@*****.***

SUMMARY

Personable and dedicated Customer Service Specialist with extensive experience in the finance industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Experienced in utilizing CRM software and Salesforce Analysis. EXPERIENCE

01/2021 to 12/2022 Customer Experience Specialist

T MOBILE, REMOTE

• Cross trained in multiple departments to know all company needs and train new employees.

• Analyzed and updated all necessary changes to Salesforce software

• Processed customer service requests via phone support and email support

• Customized CRM using the most up-to-date tools (i.e., workflows, triggers)

• Noted customer correspondence in CRM to track requests, problems and solutions.

• Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services

• Guided customers through troubleshooting, navigating the company website/mobile app or using digital tools

• Audited internal data and processes to identify and manage initiatives, improving business performance.

• Recommended metrics and models based on observed trends.

• Worked with internal teams to understand business needs and changing strategies.

• Established budget plans and payment arrangements with established guidelines and policies.

• Handled escalated calls/accounts as necessary and appropriately deescalated calls to ensure patient/client satisfaction.

• Scheduling recruitment appointments and honor invitations.

• Assisted in touring of the facility.

09/2018 to 09/2020 Customer Service Representative SEPHORA, REMOTE

• Documented customer correspondence in CRM to track requests, problems, and solutions.

• Assisted customers with making payments or establishing payment plans to bring accounts current.

• Upheld quality control policies and procedures to increase customer satisfaction.

• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

• Relayed customer feedback to cross-functional teams to improve products and services

• Trained new hires on products and services, best practices, and protocols to reduce process gaps.

• Met productivity and accuracy standards as established by management.

12/2016 to 07/2018 Customer Accounts Rep

SITEL, REMOTE

• Reviewed daily customer transactions, open and closed account reports to verify accuracies and keep all customer information current.

• Maintained customer database by entering any new and updated customer and account information

• Satisfied customer queries over phone and email to maintain positive patient-provider relationships.

• Answered inbound calls in a fast-paced environment: handled difficult situations while maintaining quality customer service. SKILLS

• Efficient and Detail-Oriented

• Email Support

• Understanding Customer Needs

• Creative Problem Solving

• Call Documentation

• Order and Refund Processing

• Salesforce

• Teamwork

• Recruiting

• Interpersonal

• Data Entry

• CRM Software

• LiveChat

• Microsoft Office

• Billing Adjustments and Refunds

Review

• Data Entry

• Analytics

• Leadership

• Time Management

• Oral Communication

• Healthcare Billing

• Problem Solving

• HIPPA Trained

• Microsoft Excel

• Sales Force

• Bullhorn

• AESOP

• Ellucian

• Data Visualization

• Phone Etiquette

• Medicaid Knowledge

• Microsoft Word

• Peoplesoft

• Peoplenet

• Front Office Application

EDUCATION AND TRAINING

ASSOCIATE IN CHILD DEVELOPMENT

NORTHWEST MS COMMUNITY COLLEGE

BACHELOR OF FAMILY EDUCATION

JACKSON STATE UNIVERSITY

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