Terri Harney

**** * ******* **

adyhcw@r.postjobfree.com

480-***-****

Over 13 years in the Customer Service Industry with both analytical and decisive skills in customer support, with proven ability in multi-tasking, telephone management, heavy call volumes in the healthcare, travel and insurance industry. Among my skills, I also possess knowledge in, administrative tasks, data entry, operating systems and Microsoft office. Work Related Experience

● Supervised 20 customer service representatives to ensure quotas and quality standards were met

● Provided orientation and training to newly hired employees.

● Monitored and coached customer service representatives throughout scheduling vacation reservation reservations.

● Aided management with marketing suggestions.

● Resolved any interpersonal conflicts among the staff.

● Awarded for excellent management skills.

Skills/Qualifications

● Ability to organize and coordinate work efficiently to set priorities and motivate others.

● Ability to develop a positive rapport with customers.

● Flexibility to adapt to changes in organizational structure and move amongst departments.

● Cooperative and able to work as part of a team.

● Knowledge of computer applications and office machinery such as Microsoft Office, fax machines, copiers, scanners, printers, data entry, and multi-line telephone systems. Work History

Family Dollar

Customer Service Representative/Cashier 11/2018-1/2018

● Assisted Customers with a positive attitude to create a great atmosphere to shop in.

● Worked as a cashier and handled monies.

● Always had a positive attitude when customers arrived and departed. Blue Cross Blue Shield

Enrollment Specialist (Contract) 9/2018-11/2018

● Assisted clients in enrolling in health insurance.

● Reassured medical insurance cards and information was updated. Health Services Advisory Group

Web UAT Coordinator (Contract) 07/2018 – 07/2018

● Edited and analyzed data for Medicare

● Utilized Microsoft Excel software

● Used multiple web-based systems

Ciox Health

Customer Service Representative (Contract) 06/2018 – 06/2018

● Contacted Insurance Payers and providers

● Verified provider information

● Scheduled technicians to come out and scan provider documents Sedona Pines/Highland Resorts

Appointment Scheduler 11/2015-05/2017

● Responsible for inbound and outbound calls to schedule previews of our vacation club

● Contacted owners of our timeshare company and scheduled updates to preview our ever-changing vacation club

● Verified calls and made sure quality assurance was met Century Link

Credit Consultant 02/2014-10/2014

● Responsible for inbound calls

● Processed customer payments and explained their bills

● Set up payment plans with customers whose accounts were delinquent Southwest Title Loans

Customer Care Representative 12/2012 - 07/2013

● Responsible for customer service calls, early stage collections and maintenance in accounts ranging from 3 days prior to billing up to 15 days past due date. Representatives are required to pass FDCPA certification testing Humana

Customer Care Consultant 07/2012 – 10/2012

● Responsible for inbound calls from members

● Renewed members’ prescriptions and abided by HIPAA guidelines World Resorts International

General Manager 06/2011 - 06/2012

● Monitored a floor of inbound customer service representatives schedule previews for an online travel club. Assisted the Vice President of marketing administer information on development, provided training on new campaigns and quality insurance suggestions

● Purchased leads and trained employees on five-nine and VOIP dialer systems ILX Resorts

Floor Manager 08/2005 - 04/2009

● Monitored a floor of 20 customer service representatives schedule vacation reservations, provided innovative marketing suggestions, administered information on development and training, verified and qualified reservations, edited marketing scripts and data entry of our marketing leads

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