Call Center Customer Service
Resume:
Lisa Williams
Gonzales, LA *****
**************@*****.***
Summary
Accomplished and energetic Property Manager with a solid history of achievement in Management. Motivated leader with strong organizational and prioritization abilities. Highly personable customer service professional with experience in property management, mental health services, education, and retail sales.
Work Experience
Property Manager/Collections Specialist
EAST BATON ROUGE PUBLIC HOUSING Authority - Baton Rouge, LA
August 2015 to Present
Performed any combination of routine calculating, posting and verifying duties to make payments to vendors, process resident rental payments and obtain primary financial data for use in maintaining Property Accounting Records. Created financial transactions which includes posting information to accounting journals or accounting software from such source documents as invoices to customers, cash receipts, and supplier invoices. Utilizing GL coding for Purchase Orders and reconciled accounts to ensure their accuracy. General office duties, providing excellent customer service. Updating Housing Contracts. Updating and maintaining accurate information in resident files regarding Bond/Tax Credit information. Securely updating Bond Reports quarterly ensuring Resident confidential records are accurate according to Louisiana's State Law. Collection of Rent, filing Evictions and maintaining resident's files, that they are in complete compliance with company Policies.
Machine Operator/Recording Secretary
GREIF PACKAGING, LLC - Harahan, LA
September 2009 to April 2015
Made and process changes to exceed customer satisfaction goals. Made reasonable procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate information in response to
customer inquiries. Demonstrated mastery of quality service for customers within specified timeframes. Always maintained up-to-date records. Developed effective relationships with all levels of management through clear communication to ensure safety as well quality. Ran parts lining and parts painting machine and supplied data to fulfill customer requirements. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Built customer loyalty by implementing excellent accuracy, providing quality assurance for customers who reported product issues. Assisted with the development of the company's operations, quality, and training processes. Developed process improvements to enhance efficiency and effectiveness of company's operations.
Reimbursement Specialist
EXPRESS SCRIPTS INC - St. Louis, MO
October 2005 to November 2008
Provided accurate and appropriate information in response to customer inquiries. Demonstrated mastery of customer service call script within specified time frames. Completed phone interaction with customers regarding the procedures of prescription order processing, shipping inquiries and updated patient information into their files. Made reasonable procedure exceptions to accommodate unusual customer requests by corresponding with healthcare providers for medication inquiries. Also addressed customer service inquiries in a timely and accurate fashion. Always maintained up-to-date records. Developed effective relationships with all call center departments through clear communication. Ran reports and supplied data to fulfill customer report requirements. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Built customer loyalty by placing follow-up calls for customers who reported prescriptions issues. Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations. Assisted with billing and coding, responsible for verifying diagnosis, verified healthcare benefits. Assisted with claims filing and claim forms, viewed incoming fax folder, handled inbound calls, provided information to both patients and healthcare providers of the medications that was being offered to patients that qualified for the patient assistance programs. Facilitated information flow between patient, healthcare providers of alternative funding, co-pay assistance. Assured patients of quality assurance, guarantee call center objectives were met to assist in enrollment for PAP (patient assistance programs) that are available for those who qualify. Verification of all benefits obtained prior authorizations and verified patient claims with insurance companies. Properly directed inbound calls in phone queues to improve call flow.
Office Manager/ A/R, A/P Clerk
NICHE MARKETING USA - Kenner, LA
August 2001 to August 2005
Facilitated information flow between sales team and CEO as well as President of the company to ensure.
quality assurance, training, and payroll departments to guarantee that the company's objectives were met. Led a team of Sales representatives to increase profitability. Assisted with the development of the company's sales, operations, quality, and training processes. Trained sales staff on how to improve customer interactions. Built customer loyalty by placing follow-up calls and visits to customers who reported product issues. Worked directly with CEO & President of the company ensure appropriate changes were made to improve customer satisfaction. Created and coded invoices and scheduling appointments for sales staff. Scheduling of appointments and meetings for CEO & President. Ran confirmation of orders and reports and supplied data to fulfill customer report requirements. Organized and kept track of files and kept record of all incoming/outgoing monies. Updated general ledger and journal daily. General office duties.
Education
ASSOCIATE OF SCIENCE in ACCOUNTING
Old Westbury Community College - Hempstead, NY
1988
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