Customer Service Representative
Resume:
Morgan Beach
EXPERIENCE
CUSTOMER SERVICE/BILLING DISPUTES, CITIBANK, FLORENCE KY, FEB 2022-FEB
2023
• Assisted clients and customers by answering inquiries in reference to account information, payment processing, adjustment of interest increases/cash advances, account closures, etc.
• Demonstrated product knowledge regarding cardholder membership, including benefits, rewards, etc. Assessed needs to determine which card would work in the benefit of the customers as well.
• Provided assistance in investigating complex issues including fraudulent activity and followed specific prompts in completing dispute related claims, as well as issuance of new cards when applicable.
• Aided in helping customers/clients with navigation of platform services, including company website and mobile applications.
• Answered inquiries in relation to the status of processed disputed claims and educated customer on the process as well.
PATIENT ACCESS SPECIALIST, ST ELIZABETH PHYSICIANS, FT MITCHELL KY, AUG 2022-NOV 2022
• Responsible for accurately verifying/updating/creating patient demographics, as well as understanding patient rights and HIPPA policies.
• Received inbound calls regarding appointment scheduling, prescription refills/ medication management requests, other specific order requests (i.e lab work, referrals for therapeutic services, etc)
• Assisted in sending messages to appropriate personnel regarding questions, or other relevant information specifically regarding clinical assistance.
• Helped to resolve any non-clinical inquiries or relayed non-clinical information when necessary to do so.
• Ensured to be detail-orientated, coherent, and to provide great service at all times, effectively and in a timely manner.
• Transferred calls to clinical office personnel when needed. NEWPORT, KY, 41071 859-***-**** *********@*****.*** CUSTOMER EXPERIENCE SPECIALIST, DELTA AIRLINES, CINCINNATI OH, DEC 2021- FEB 2022
• Answered inbound calls in a courteous, efficient manner to deliver quality services, while assessing customers needs in relation to reservations and flight services.
• Offered product solutions and additional services when necessary.
• Resolved customer concerns by taking initiative and determining a solution in addressing matters accurately and orderly.
• Assisted with navigation of self service portals via online and mobile.
• Used effective listening skills at all times, and referenced tools as per Delta standards and policies to ensure company compliances were met daily.
• Created memorable connections by delivering passionate, outstanding service at all times.
ADMINISTRATIVE COORDINATOR, THE TJX COMPANIES INC, NEWPORT KY, AUG 2021-DEC 2021
• Balanced all registers from previous day and prepared for all shifts following. Balanced store safe, verified credit transactions, made daily deposits.
• Documented/recorded/filed all store transactions, purchases and requisitions in accordance with store policy, reported to Loss and Prevention.
• Reviewed all store receipts to ensure policies were properly followed by associates, monitored sales activities to make sure customers were receiving quality service/ products.
• Instructed associates on more efficient ways to manage difficult sales or services provided.
• Greeted/assisted customers on sales floor, answered inquiries when needed.
• Assisted in other areas of store once duties were completed.
• Answered calls and transferred to appropriate personnel when necessary. ENVIRONMENTAL SERVICES TECH, ST ELIZABETH HEALTHCARE, FT THOMAS KY, SEPT 2020-AUG 2021
• Performed housekeeping duties by thoroughly using sanitary procedures, followed by general cleaning, including distribution of clean linens and proper disposal of waste, to maintain safety and prevent the spread of germs and bacteria in the hospital.
• Expressed patient focused care by showing emotional support, respecting values, building a personal connection, and exceeding beyond the expectations of what was expected.
• Followed mandated standards to properly clean equipment and supplies by using germicides/steam operated sterilizers, and by operating portable UV lights in unoccupied areas/discharged patient rooms when necessary.
• Performed housekeeping duties by thoroughly using sanitary procedures, followed by general cleaning, including distribution of clean linens and proper disposal of waste, to maintain safety and prevent the spread of germs and bacteria in the hospital.
• Expressed patient focused care by showing emotional support, respecting values, building a personal connection, and exceeding beyond the expectations of what was expected.
• Followed mandated standards to properly clean equipment and supplies by using germicides/steam operated sterilizers, and by operating portable UV lights in unoccupied areas/discharged patient rooms when necessary. CLERICAL VOLUNTEER, BRIGHTON CENTER, COVINGTON KY, JAN 2020-AUG 2020
• Assisted in completing assigned duties by answering/directing calls to appropriate personnel, answered questions/assessed services requested to successfully meet the needs of individuals or families. Organized documentation by sorting, filing, and submitting when necessary.
• Informed families of other non-profit organizations that may have been beneficial to them.
• Participated in community events and meetings, which also included workshops, job fairs, and youth programs.
• Became an advocate of support by gaining knowledge of unfamiliar resources to help others.
HOUSEKEEPING ATTENDANT, HILTON CVG AIRPORT, FLORENCE KY, JUNE 2019-SEPT 2019
• Cleaned guest rooms as assigned, including making beds, cleaning bathrooms, dusting and vacuuming.
• Changed/replenished linens, guest amenities, and toiletries when needed.
• Performed deep cleaning tasks daily.
• Stocked, maintained, and transported supply cart daily.
• Responded to guests’ needs in a timely, efficient manner at all times.
• Disposed of trash and recyclables as well.
CUSTOMER SERVICE ASSOCIATE, CHICK-FIL-A, FT THOMAS KY, FEB 2019-MAY 2019
• Welcoming guests in a friendly manner at all times.
• Took and prepped customer orders at front counter/drive-thru.
• Maintained clean workplace at all times.
• Followed all health and sanitation guidelines as per company policies.
• Provided fast-paced and efficient customer service daily.
• Ensured all areas of dining area and front counters were replenished and stocked as necessary.
PROCESSING AUDITOR, AMAZON FULFILLMENT CENTER, HEBRON KY, MAR 2017- MAR 2019
• Executed efficient processing methods through systematic channels to inspect and determine the quality of returned items, in order for reimbursement to customers, or discarded completely, as well as escalations.
• Verified customer complaints and issues with orders by analyzing comments and thoroughly investigating matters. Documented any findings to support claims when necessary.
• Audited the performances of coworkers to ensure standards of processes were being met by providing feedback and coaching team members in demonstrating more efficient work practices.
• Successfully met daily quotas of processing over 190 boxes per hour, exceeding to over 1900 per day.
EDUCATION
Mainland High School, Daytona Beach FL — HS Diploma, Received June 2013 Brighton Center’s CET Program, Newport KY — Medical Assisting Training, Dec 2019- Aug 2020
SKILLS
• Microsoft Office Word, Excel, PowerPoint, Teams, Outlook, 360
• Systems: Zoom, Epic, Skype, EHR, Avaya Phone, SaaS, Pega, Sawgrass
• Excellent Navigation
• Typing Speed of 40+ Wpm
• Data Entry/Detail Oriented
• Scheduling (Medical, Clerical)
• Administration/Management
• Risk/Patient Assessment
• Investigative/Informative
• Critical Thinking/Troubleshooting
• Innovative/Self Starter
• Medical Terminology/HIPPA Compliance
• Prescription Refills/Referral Requests
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