Customer Service Representative

RAMEKA SHULER

+1-512-***-**** **********.**@*****.*** Spring, TX 77386

PROFILE SUMMARY

Results-driven Customer Service Professional with over 20 years of experience across diverse industries including trucking logistics, insurance, and financial services. Demonstrated expertise in efficiently coordinating and dispatching trucks, managing a high volume of inbound customer inquiries, and maintaining strong client relationships. Skilled in leveraging advanced software tools like Medisoft and QuickBooks for billing and data management. Adept at collaborating with cross-functional teams to facilitate smooth operational workflows. Strong proficiency in Microsoft Excel and Word, with a solid background in healthcare billing, particularly Medicare and Medicaid. Possess excellent communication skills and proven ability in leadership roles, including training and mentoring new hires. Committed to continuous improvement through quality assurance checks and proactive problem-solving, all while maintaining the highest levels of compliance and data integrity. A high school graduate with comprehensive technical skills, experience in payroll management, and a consistent track record for exceeding performance metrics.

RELEVANT PROFESSIONAL WORK EXPERIENCE

Manager/Dispatcher

DR Shuler Trucking LLC Spring, TX June 2013 – Present

• Manage and coordinate the efficient dispatching of trucks for on-time delivery, optimizing routes and load assignments to maximize operational performance.

• Serve as the primary point of contact for clients, addressing inquiries and resolving issues related to shipments, scheduling, and billing, ensuring a high level of customer satisfaction.

• Utilize advanced logistics software to track, update, and maintain accurate records of all shipments, including cargo details and driver assignments.

• Oversee billing operations, including the preparation and issuance of invoices, to ensure timely and accurate billing cycles in compliance with company and industry standards.

• Liaise between drivers, warehouse staff, and management to ensure seamless communication and execution of daily operations, including problem-solving and contingency planning for unforeseen delays or issues.

• Conduct regular performance reviews and quality assurance checks, implementing continuous improvement strategies to streamline operations and enhance customer service delivery.

Customer Service Representative

Progressive Insurance Austin, TX June 2010 – June 2013

• Managed a high volume of inbound calls, efficiently addressing customer inquiries regarding insurance policies, billing, and claims.

• Resolved complex customer issues by conducting in-depth analysis of policy terms, premium rates, and coverage options, escalating matters to supervisors as necessary.

• Maintained accurate customer records, log interactions, and track the status of pending inquiries or claims, ensuring compliance with data management policies.

• Coordinated effectively with underwriting and claims departments to facilitate prompt and accurate processing of new policies, renewals, and claims adjustments.

• Conducted outbound customer satisfaction surveys and follow-up calls, contributing to the company's customer retention efforts and identifying areas for service improvement.

• Participated in regular team meetings and training sessions to stay up-to-date on company policies, industry trends, and best practices in customer service, continuously exceeding performance metrics.

Customer Service Representative

Financial Corporation of America Austin, TX April 2003 – June 2010

• Managed a diverse portfolio of client accounts, providing comprehensive support and guidance on financial products, account maintenance, and transaction inquiries.

• Fielded an average of 50-60 inbound calls per day, efficiently resolving customer issues related to account balances, fund transfers, and investment options, resulting in high customer satisfaction ratings.

• Utilized proprietary financial software to track customer interactions, perform account modifications, and generate reports, ensuring data integrity and compliance with financial regulations.

• Collaborated with cross-functional teams, including sales, compliance, and operations, to ensure timely and accurate processing of customer requests and transactions.

• Conducted periodic customer satisfaction surveys to gauge service quality, using feedback to recommend and implement improve

ments to internal processes and customer communication strategies.

• Trained and mentored new customer service representatives, sharing best practices and troubleshooting techniques, which contributed to increase in team efficiency.

CORE QUALIFICATIONS

• Technical Skills: Proficient in Microsoft Excel, Microsoft Word, Medisoft, QuickBooks, and standard office equipment.

• Healthcare Billing & Compliance: Extensive experience with Medicare and Medicaid billing, adhering to all relevant

compliance guidelines.

• Financial Management: Proficient in QuickBooks for accounting and payroll operations, including compensation calculations and management.

• Typing & Word Processing: Efficient typing skills complemented by extensive experience in word processing, suitable for a variety of business needs.

• Technical Skills: Conversant with Secure Sockets Layer (SSL) protocols and standard office equipment, ensuring secure and smooth operations.

• Payroll Management: Experience in handling payroll functions, ensuring timely and accurate compensation for employees.

• Logistics Management: Proven ability to efficiently coordinate and dispatch trucks, optimizing routes and load assignments for maximum operational performance.

• Client Relationship Management: Exceptional skills in serving as the primary point of contact for clients, resolving a variety of issues related to shipments, scheduling, and billing.

• Billing & Invoicing: Adept in overseeing billing operations, including preparation and issuance of invoices, ensuring accuracy and compliance with industry standards.

• Quality Assurance & Process Improvement: Consistent track record in conducting performance reviews and implementing continuous improvement strategies to enhance customer service and operational efficiency.

• Communication & Team Leadership: Excellent communication skills, adept in liaising between drivers, warehouse staff, and management; experience in training and mentoring new hires.

EDUCATION

High School or Equivalent

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