Call Center Customer Service
Resume:
Celina Lawhorn
Slocomb, AL *****
******.**********@*****.***
To obtain and secure a position where all of my skills and experiences may be best utilized. Work Experience
Resolution Agent
MRS BPO - Taylor, AL
May 2022 to Present
Outbound and inbound calls in a call center setting for debt collections and customer service. Provided legal disclosures. Processed payments and scheduled future dated payments. Documented/transcribed all interactions and phone calls with clients.
Special Projects Coordinator
Southeast AlabamaWorks - Dothan, AL
July 2021 to March 2022
Worked with and assisted the Executive Director in coordinating, implementing, and executing all workforce development efforts in the region.
Assisted with providing a point of contact for private and public entities seeking information and assistance with workforce training in the southeast Alabama region. Responsible for assisting the Executive Director in organizing and coordinating the organization’s day to day efforts to serve the workforce needs of regional business and industry, training providers, employment agencies, Chambers of Commerce, EDA’s education officials, and elected leaders in all the counties within the region. Collected and entered data, created spreadsheets, documents, coordinated meeting schedules, editing, using Micro Soft Applications, digital technology, and maintained confidential information. Floor Ops Assistant/Resolution Agent
MRS BPO - Taylor, AL
February 2020 to July 2021
Administrative Floor Operations Assistant. Monitored HR Call Out Line. Tracked attendance for call outs, late arrival, leave early, and No Call/No Show. Processes COS (Change Of Status) for agents changing positions/projects to allow different security access. Inventoried equipment such as headsets and checking in and out equipment for remote projects. Provides support for Training, HR, Managers/ Supervisors, and Call Center Directors. Ordered supplies and compared prices for the most cost effective options. Proficient with Google Workspace, Google Docs and Spreadsheet. Outbound and inbound calls in a call center setting for debt collections, customer service, and tech support. Provided legal disclosures. Processed payments and scheduled future dated payments. Documented/transcribed all interactions and phone calls with clients. Paralegal
Brock & Stout - Dothan, AL
July 2018 to November 2019
Social Security Disability Case Manager, managing up to 300 file caseload. Provided backup support to the Supervising Case Managers, Case Managers, and Intake Managers. Completed intakes for new clients and returning clients using Firm Runner Software. Telephone correspondence with clients and Social Security Administration, Disability Determination Services, and Disability Adjudication Services. Filed paperwork to the client’s file from SSA, DDS, DAS, and medical records that were received from the client or the client’s medical providers. Transcribed online notes into the digital file using Prevail. Logged in mail, faxed/mailed SSA’s required paperwork (Forms 827, 1695, 1696, 3288, and Fee
Agreement). Filed online appeals and mailed Paper Appeals with Disability Reports.Celina lawhorn
Paralegal/Legal Assistant Intern
Gibson & Associates Law Firm - Princeton, WV
September 2016 to May 2017
Opening and closing of the office. Support in office functions by sorting and distributing mail, email, answering incoming phone calls, taking messages, scheduling appointments, and returning calls. Correspondence with clients, opposing counsels’ office, public government agencies, and insurance companies.
Reviewed files for medical malpractice claims and wrote up the medical summaries
(related to my 15 years experience working in the medical field as an LPN and Certified Medical Assistant). Filed petitions for adoption, divorce, and expungement. Assisted with settlement brochures/demands and disability cases. Requested medical records and billing statements in compliance with HIPPA Regulations. Transcribed letters, pleadings, filing for Pro Hac Vice documents, and data entry. Customer Service/Billing Specialist/Tech Support
Dish Network - Bluefield, WV
April 2009 to June 2012
Managed customer accounts from inbound phone calls in the call center setting. Provided customer service through sales and setting up new accounts, upgrades of services/ programming, and equipment. Provided tech support and offered loyalty incentives for customers wanting to disconnect their accounts. Transcribed and documented every phone call as per requirement. Acted as team mentor to assist team coach with overflow and provided instructions to other team members on how to best utilize the intra-office portal. Provided computer overrides and advised on how to best meet Quality Assurance.
Education
Associates Degree in Paralegal Studies
New River Community & Technical College - Princeton, WV 2017
Associates in General Studies
New River Community & Technical College - Princeton, WV 2016
Practical Nursing in Nursing
George C. Wallace State Community College - Dothan, AL 1998
Medical Assistant in Medical
George C. Wallace State Community College - Dothan, AL 1992
Skills
• Proficient with multiple versions of Windows and Office
• Experience with Google Docs and Spreadsheets
• Experience with Open Office
• Experience with PACER and CM/ECF
• Experience with WestLaw
• Billing
• Collections
• Filing
• Receptionist
• Typing
• Medical Transcription
• Legal Transcription
• Scheduling
• Prevail Software
• FirmRunner Software
• Organizational Skills
• Legal Research
• Acrobat
• Medical Records
• Lexis
• Legal Drafting
• Case Management
• Proofreading
• Debt Collections
• Medical Office Experience
• Legal Office Experience
• Multi-line Phone System
• Clerical Experience
• Knowledge of HIPPA Compliance
• Insurance Verification
• Customer Service (greater than 30 years)
• Nursing Experience
• Phlebotomy Experience
• Lab Procedure
• Workforce Development
• Microsoft Outlook
• Administrative Experience
• Office Management
• English
• Management
• Employee Orientation
• Medical Billing
• Hospital Experience
• Triage
• Recruiting
• Accounting
• Personal Assistant Experience
• Negotiation
• Medical coding
• Customer service
• Microsoft Excel
• Microsoft Word
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