Customer Service Call Center

Renee Bray

**** ********** ***** *******, ** ****6 706-***-**** adx0ed@r.postjobfree.com

Top performing professional who combines strong academic success with cross-functional customer service experience to illustrate value. Backed by 20+ years combined call center and management experience and accustomed to handling confidential information. Follows policies, procedures, and guidelines to ensure consistent quality.

High Academic Honors Recognition / Dean’s List

Accurate data entry; knowledgeable of office equipment and procedures

Able to work in a deadline-driven environment and meet company guidelines for productivity and quality

Function independently with minimal direction and guidance

Microsoft Office Applications / MS Word Typing Speed: 33 WPM

Medical Billing EOBs Posting Payments Third Party Payers Electronic Health Records (EHR) Electronic Medical Records (EMR) Greenway Prime Suite EHR Workers Compensation Insurance Verification CMS 1500 CMS 1450 (UB-04) Front Office Operations Medical Office Procedures Medical Terminology Anatomy & Physiology HIPAA Compliance Certification Medical Coding (ICD-10-CM, HCPCS, CPT)

Ultimate Medical Academy Associate of Science Degree – Medical Billing and Coding, March 2021

Sitel CSR Oct 2022- March 2023

Serve as representative for different credit unions, performing funds transfers, closing accounts, scheduling appointments, and assisting member in getting into their banking information

Perform troubleshooting for Cox customers and answer inbound phone calls from PSCU customers

Document customer interactions and update account information

Reason: Looking for new psoitions

MMC Group LP – Augusta, GA 02/2021 – 06/2022

Senior Admin Case Management- COVID Support / Remote Call Center

Act as primary point person to call people with a positive diagnostic test for COVID-19 cases.

Answered incoming calls from citizens related to COVID-19 to assist in appointment scheduling for vaccinations.

Provided support and information about the disease and gathered information including points of contact.

Tracked and documented all inquires using the applicable systems.

Sitel – Augusta, GA 09/2018 – 03/2021

Customer Service Representative / Call Center

Serve as representative for different credit unions, performing funds transfers, closing accounts, scheduling appointments, and assisting member in getting into their banking information

Perform troubleshooting for Cox customers and answer inbound phone calls from PSCU customers

Document customer interactions and update account information

RMBF Services, LLC. – Augusta, GA 10/2014 – 09/2019

Customer Service Manager / Remote Call Center

Coached and developed call center representatives to ensure competency in billing and payments department

Provided first call resolutions that promoted customer loyalty and satisfaction

Monitored representative calls with feedback that provided a pleasant experience for both parties

Received escalation calls, trained new hires, and contracted out through Comcast

Met sales quotas and performed troubleshooting

Focused on commitment adherence, average handling time, and scheduling adherence

Bell South / AT&T – Augusta, GA 10/1998 – 09/2014

Customer Service Representative / Call Center

Interfaced with DirectTV and AT&T customers via inbound phone calls

Trained new hires, upsold products and services, and ensured customer bills were accurate

Performed troubleshooting and met sales quotas

Volunteer experience includes 1+ year volunteering for New Zion Hill Missionary Baptist Church in Augusta, GA

PROFESSIONAL PROFILE

KEY QUALIFICATIONS

EDUCATION & ADDITIONAL TRAINING

PROFESSIONAL EXPERIENCE

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