Customer Service Representative
Resume:
John W. Doup
Upper Marlboro, MD *****
*****@*******.***
301-***-**** (home), 240-***-**** (mobile)
Professional Summary
Detail-oriented, efficient and organized professional with over ten years of customer service and call center related experience. Self-motivated, flexible, reliable and a great team player.
Skills
Problem-solving
Complaint resolution
Task management
Microsoft Word and Excel
Adaptability
Multi-line phone management
Written and verbal communication
Administrative support
Work Experience
N2 Solutions December 2023 to Present
Video/Audio Installer
Installation of video and audio equipment in government and state facilities
Ordering and verifying equipment to be installed at each location
Picked up and delivered equipment and workers to designated location in a timely manner.
Department of Transportation - Washington, DC April to Sept 2022
Customer Service Representative (Contractor)
•Scheduled school bus transportation for kids with special needs
•Communicated with parents, schools and bus lot to ensure accuracy of pick/up drop/off times and locations
•Notified parents or guardians of any delays, cancellations or changes
Anne Arundel Medical Center-OP Rehab Services - Annapolis, MD July 2018 to August 2021
Customer Service Representative
•Obtained and entered insurance information for new patients and confirmed existing insurance data for established patients
•Verified given insurance data and benefits with insurance carrier
•Documented all data including HIPAA request into the Epic system
•Communicated with patients, providers and office staff
•Assisted in formulating policies and procedures to ensure completion of the pre-registration process in an accurate and timely manner.
•Maintained current knowledge of major insurance carries rules and policies
Abided by HIPAA laws and regulations
•Assisted and supported other team members whenever possible
Righttime Medical Care – Crofton, MD January 2018 to July 2018
Call Center Representative
•Acted as a first contact representative of the practice to new and existing patients
•Performed data entry of patient demographic information
•Maintained strong knowledge of physician schedules and communicated with staff, physicians, and patients regarding physician schedules
•Answered incoming calls and performed patient service-related tasks, including scheduling and cancelling appointments, documenting prescription requests, addressing patient care concerns
•Abided by HIPAA laws and regulations
MTM-Medical Transportation Management, Washington, DC October 2016 to December 2017
Customer Service Representative
•Liaison for healthcare providers, transportation vendors, medical facilities, and members
•Performed verification of member insurance and maintained HIPPA guidelines
•Coordinated member transportation to and from medical appointments
•Managed inbound calls from members to verify eligibility and coordinate non-emergent transportation to medical appointments
•Answered phones and obtained information from callers in a professional, systematic, and organized manner
•Handled incoming calls via automated call distribution (ACD) system, in a timely manner regarding scheduling transportation, confirming, or cancelling customer's trips
Smith Enterprises LLC, Temple Hills, MD October 2012 to October 2016
Tax Assistant/Customer Service Representative
•Scheduled and organized tax works and assignments for tax professional's and practitioners
•Organized and managed all tax statements and documents relating to clients
•Maintained inventory; track receipts, send and receive materials
•Maintained client confidentially relating to their tax matters
•Effectively maintained and updated database and files
•Answered and made calls to clients, as well as greet customers on arrival
•Maintained clients yearly tax information in excel and sent out correspondence in Microsoft Word
Macy's - Bowie, MD January 2014 to January 2015
Human Resources Recruiter, (Seasonal)
•Interviewed potential employees to provide necessary feedback to the hiring team
•Communicated with both employees and customers in person and telephone daily to provide necessary assistance with purchases and/or merchandise returns
•Prepared customer online orders through the warehouse fulfilment center and account for proper orders and timely deliveries
•Handled daily fund transfer to over 80 registers to ensure proper accounting of cashier accounts
The Capital Newspaper - Annapolis, MD February 2014 to August 2014
Customer Service Representative
•Efficiently managed multiple call center telephone lines to engage with customers on a daily basis
•Maintained customer database to ensure proper delivery of newspaper and coordinated any changes in service
•Assisted customers to understand and resolve any problems with service or payments
•Ensured customer billing was accurate and any concerns were resolved in a timely manner and to the customer's satisfaction
•Accepted correspondence and processed requests in accordance with necessary guidelines to ensure proper routing with other internal departments
•Prioritized work to manage time and route customer calls to a representative expeditiously to prevent extended wait times
The Washington Post March 1999 to September 2012
Independent Contractor, Newspaper Distributor
•Successfully managed distribution for time sensitive newspapers to more than 6000 homes for several Maryland counties and the District of Columbia 365 days a year
•Solely responsible for hiring and the retention of carriers
•Trained and supervised over 20 carriers on proper distribution methods
•Managed over 20 delivery routes to ensure timely distribution of newspapers
•Processed daily mail to include billing, receiving and posting to customer accounts in excel.
•Maintained bank deposits and customer refund request
•Implemented automated processing of central billing transactions to ensure accurate account charges
•Efficiently communicated with customers to resolve billing questions and route changes
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