Center Associate Representative

CAREER SUMMARY

Motivated and dedicated professional with years of expertise in administrative and organizational duties. Proven track record of success in customer service and independent thinking, while demonstrating expert insight and proficiency in enforcing organizational policies and procedures. Skilled and collaborative team player with experience in coordinating, planning and supporting daily operations.

STRATEGIC AND CREATIVE THINKER with solid background in delivering decisive, action-driven leadership, coordinating, monitoring, evaluating and communicating with clients, both internal and external.

RESULTS-ORIENTED PROFESSIONAL with proven capacity to manage and coordinate operations and administrative support, using initiative, resourcefulness and good judgement.

PERFORMANCE-DRIVEN TEAM PLAYER with excellent interpersonal skills and attention to detail, optimally utilizing all channels of communication to assist operations.

CORE COMPETENCIES

Microsoft Office Suite

Quality Assurance

Customer Service

Communication Skills

Quick Books

Reports/Documentations

Process Improvement

Professional Development

Time Management

Administrative Support

Organizational Skills

Internal/External Client Relations

Strong Work Ethic

Subject Matter Expert

PROFESSIONAL EXPERIENCE

Customer Care Specialist Lithonia September 2022 to Present

Citizens Trust Bank

Processed stop payments on business and personal checking accounts

Assisted with enrollments and technical issues with online banking

Provided customers with up to date account information

Closed and ordered debit cards due to fraudulent activity

Filed disputes for fraudulent activity

Updated account demographic information

Patient Financial Services Atlanta August 2021 to April 2022

Emory Healthcare

File patient insurance claims for physicians payment.

Process payments for services rendered to patients

Set up payments arrangements for patients to pay off outstanding balances

Make necessary billing adjustments on patient accounts

Update patient insurance information

Call Center Associate Atlanta January 2020 to March 2021

FOCUS OF GEORGIA – GA Dept. of Revenue, State Road Tollway Authority, Modivcare

Assisted Georgia residents with completing 500 and 500EZ forms

Reviewed paperwork in order to process tax refunds

Answered incoming calls from PeachPass customers and Express Lane users

Adjusted and processed Express Lane violations

Provided and updated information for and to Express buses

Assisted insured members with scheduling non-emergency medical transportation to/from appointments, i.e. doctor visits, chemo and treatments

Assisted insured members with rescheduling and rerouting non-emergency medical transportation

Call Center Associate Atlanta February 2019 – January 2020

Maximus – Healthy Louisiana Project

Performed account maintenance, made adjusts and responded to member requests in an accurate and timely manner

Developed effective relationships with call center departmental personnel through concise communications

Assisted upper management in the development and implementation of changes to enhance customer satisfaction

Customer Service/Call Center Representative Dunwoody February 2017 to January 2019

Convergent – Duke Energy

Utilized email and telephone responses to effectively resolve authorized center’s inquiries

Recognized by both customers and management for providing exceptional customer service

Sustained customer loyalty through timely and effective one-call resolution, while increasing revenues through the introduction and execution of various sales initiatives

Completed ongoing training on new and existing systems, products and services in order to maintain proficiency on core values and organizational requirements

Customer Service Representative Atlanta January 2016 to January 2017

HIRE DYNAMICS – DeKalb Water

Provided one-call resolution for DeKalb Water customers

Assisted new and existing customers with billing inquiries and service requests

Participated in meetings for ongoing professional development and updates on company processes

Customer Service/Call Center Representative Atlanta March 2012 to June 2014

DONNELLY COMMUNICATIONS

Exceeded productivity requirements in a fast-paced call center, handling confidential information, providing high levels of service while building brand value

Worked in Matrix systems to exceed expectations for productivity, quality, effective and efficient call resolution, and voice-of-the-customer surveys

Trained new hires on quality control and performance goal expectations by providing real-time feedback, inclusive of strategic opportunities for upselling to new and existing customers

Managed customer accounts through clarification of issues, identifying options

Customer Service/Call Center Representative Atlanta June 2011 to March 2012

Direct TV

Performed duties respective to call center criteria inclusive of troubleshooting for customer equipment or satellite failure

Performed account maintenance and assisted with billing inquiries and issues

Provided customer education on website navigation, inclusive of placing installation orders and troubleshooting existing technical issues

Dispatched field technicians when customer unable to achieve resolution through regular channels

Assisted internal customer departments in identifying, isolating, and resolving technical issues for external customer satisfaction

Expertly navigated multiple systems in order to achieve customer satisfaction and retention

EDUCATION

Booker T. Washington High School High School Diploma received

References Available Upon Request

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