Customer Service Specialist
Resume:
Joy Lykes
Columbus, OH *****
****************@*****.***
Authorized to work in the US for any employer
Work Experience
Customer Experience Specialist
Dawson - Columbus, OH
March 2023 to Present
• Conduct inbound and outbound support calls to targeted groups of customers
• Account expansion and upselling opportunities
• Existing account retention
• Develop and maintain strong customer relationships
• Develop and maintain strong manufacturer relationships
• Run, review, and act upon daily monitoring reports as needed
• Enters, updates, and amends customer orders
• Work internally with other departments regarding inbound and outbound orders
• Work directly with management teams to facilitate superior customer experiences
• Serves as the voice of the customer and resolve all issues and needs timely, 24 hours or less
• Regularly reviews job and improves daily work processes to eliminate waste
• Comply with local, state, and federal laws, regulations, and policies Benefits Verification Specialist
Spectraforce Technologies - Remote
November 2022 to Present
Responsible for contacting insurance companies to verify patient insurance coverage. Resolves issues with coverage and escalates issues to supervisor.
Customer Experience Specialist
Integrated Resources Inc - Remote
March 2022 to June 2022
Fulfilled customer orders by phone and email.
Effectively communicate with clients regarding the status of delivery. Troubleshoot issues to resolve delays for time-sensitive deliveries.
Communicate with team members to resolve disputes and order-related issues. Cross-functionally manage the customer experience, and customer experience-related communication strategy and manage the execution of all customer communications. Receive incoming emails or phone calls from customers for fuel. Look up a customer account and add order information in the order entry system. Dispatch orders for fuel by making arrangements with preferred carriers. Confirm dispatched loads orders with customers via phone, or email. Receive bill of lading (BOL) paperwork from carriers. Enter bill of lading information (gallons sold, date loaded, reference #, etc.) into order entry system. Conduct a peer review to double-check pricing, ship dates, and gallons sold before exporting the data out of the order entry system and importing it into accounting software. Work in tandem with the billing team to identify lifts that are not in our system and bill the correct entity. Manage Inventory for several locations that do not call in their orders. Escrow Specialist
Union Home Mortgage - Remote
March 2021 to January 2022
Ensure accurate and timely payment of hazard insurance premiums, Private Mortgage Insurance (PMI) premiums and real estate taxes for escrow mortgages and commercial loan accounts in compliance with RESPA regulations
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Track insurance coverage on escrowed and non-escrowed mortgage loans by processing and following up on insurance declaration pages, cancellation, reinstatement, and new business notifications
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Follow up with force placed insurance process as applicable
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Review daily, weekly, monthly and quarterly system reports, within the Servicing Level Agreement (SLA), to ensure escrow accounts are functioning properly according to investor and federal guidelines
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Make necessary corrections or notify other team members of action needed
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Analyze and interpret escrow analysis statements for customer's and lenders
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Research and resolve complex escrow account issues regarding disbursement of insurance, PMI, taxes, escrow shortage payments, escrow overage checks, payoffs, releases, etc
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Quote mortgage payoffs to internal and external customers
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Process mortgage payoff transactions and payoff overage checks
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Prepare mortgage releases on paid off loans
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Set up new escrow accounts by creating a manual escrow analysis statement and cancel escrow accounts on existing loans
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Work with third party vendor to monitor non-escrowed mortgage loans with delinquent taxes
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Pay delinquent taxes and set up escrow as applicable for sold loans and as instructed by the regional managers for portfolio loans
Customer Service Representative
Amazon At Home - Seattle, WA
October 2016 to December 2021
Responsible for a variety of customer service inquiries and resolutions, to include modifications, reshipping of orders, and cancellation issues with an emphasis on fraud detection. Abilities permitted to compensate for delays in shipping, and all other refunds as allowed within company policies and procedures while making reasonable procedure exceptions to accommodate unusual customer requests.
Provided accurate and appropriate information in response to customer inquiries. Demonstrated mastery of customer service expectations within specified time frames, while maintaining composure and patience in the face of difficult situations utilizing de-escalation techniques. Unemployment Claims Specialist (Adjudicator)
Alorica - Remote
March 2021 to April 2021
1. Maintaining confidentiality of all proceedings, documents, and records, including preparing orders that protect sensitive information
2. Interviewing parties to gather facts and information about a claim in order to make a decision regarding unemployment benefits or compensation payments
3. Communicating with employers to ensure they have been notified of claims and appeals processes 4. Reviewing written documentation to determine if an employer has followed proper procedures in terminating an employee’s employment
5. Determining eligibility for unemployment compensation based on state laws and regulations 6. Reviewing and resolving appeals from individuals who have been denied benefits or whose benefits have been terminated
7. Conducting investigations to determine whether an individual is eligible for unemployment compensation based on the claimant’s reason for termination from employment 8. Reviewing employer records regarding employee terminations and other pertinent information to determine if an employee is eligible for unemployment compensation 9. Issuing determinations regarding eligibility for unemployment compensation based on state laws and regulations
Senior Advisor Service Professional
Concentrix - Fremont, CA
January 2018 to February 2021
Serving as an escalation manager, responsibilities include processing refunds and assisting clients with the management of their accounts while engaging in conflict resolution and troubleshooting several different aspects of client account management.
Troubleshooting to include technological support for a multi-billion dollar technology company. Additional duties to include the scheduling of client appointments for service providers, sales and cancellation of additional insurance products offered by the company, and transfer ownership of active agreements, and escalate additional unresolved issues too various to mention. Employee management to include training new advisors during live calls, ensuring and assisting with each call and monitoring their development. Conflict resolution with clients and advisors alike, gaining extensive experience as a supervisor in a variety of settings.
Administrative Assistant and Clerical Receptionist Office Team - North Olmsted, OH
January 2004 to December 2008
1. Performed various clerical and administrative duties as assigned to include filing and records management, records auditing, processing of confidential information, payroll, and the operation of various office machines while answering multi-line phones and redirecting calls as required. 2. Assisted with all aspects of front office management, as well as the greeting of clients in a professional manner while adhering to company policies and procedures Scanning through information to identify pertinent information Correcting errors and organizing the information in a manner that will optimize swift and accurate capturing
Creating accurate spreadsheet
Entering and updating information into relevant databases Ensuring data is backed up
Informing relevant parties regarding errors encountered Storing hard copies of data in an organized manner to optimize retrieval Education
Some College in Human Resource Management
Bryant & Stratton College-Online - Remote
August 2022 to Present
High school diploma or GED
Skills
• Clerical Experience
• Payroll
• Conflict Management
• Search engines
• Workday
• Microsoft Word
• Customer service
• Microsoft Office
• Multi-line Phone Systems
• Multi-line Phone Systems
• Multi-line Phone Systems
• Multi-line Phone Systems
• Training & development
• Typing
• Multi-line Phone Systems
• Software troubleshooting
• Customer support
• Technical support
• Help desk
• Mobile devices
• Data entry
• English
• Live chat
• Windows
• Leadership
• Microsoft Excel
• Leadership
• Network Support
• Active Directory
• Remote Access Software
• Operating Systems
• Records Management
• Problem-solving
• Flexibility
• Team Work
• Reliability
• LAN
• Desktop Support
• DHCP
• WAN
• Information Security
• TCP/IP
• Microsoft Windows Server
• Microsoft Exchange
• VPN
• Case management
• Management
• Mac OS
• Editing
• Documentation review
• Microsoft Outlook
• Office experience
• Front desk
• Administrative experience
• Communication skills
• Marketing
• Sales
• Salesforce (2 years)
• iOS
• Computer networking
• TeamViewer
• Microsoft Powerpoint
• Contracts
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