Customer Service Representative
Resume:
Shavon Horn
Clarksville, TN *****
**********.**@*****.***
Empathetic customer service representative with extensive experience assisting customers through phone, email and chat support. Committed to balancing company goals while helping all customers find satisfactory solutions. Resourceful problem solver who is adept at remaining calm in stressful situations and effectively assisting a variety of customers. Work Experience
Mirai Brand Engagement Agent
Toyota/ Agero - Clarksville, TN
October 2022 to January 2024
Taking inbound calls. Maintaining a professional working relationship with guest and vendors.Excellent oral and written communication skills. Processing reimbursements for fuel and rental vehicles. Executive Customer Service Representative
Conduit Global - Remote
January 2022 to September 2022
Processing inbound and outbound calls related to member concerns. I also answer provider questions regarding benefits, trip scheduling, member information, and resolving complaints/issues. Executive Services Supervisor
Sitel - Knoxville, TN
April 2020 to April 2021
Took over calls from tier one agents to deescalate customer issues. Provided email correspondance with customers to make sure their issues were resolved in a timely manner. Set up service calls with third party vendors to repair customers equipment. Met metric and QA quotas monthly. Filed and approved claims so customers could get reimbursements or refunds for their appliances. Customer Service Tax Help (Remote)
Turbo Tax - Seymour, TN
January 2020 to January 2021
Navigating customers through the process of filing their taxes and taking payment for processing tax returns. While applying tax codes on vast ranges of issues and helping taxpayers to understand their tax liabilities. I also assist with any technical issues that arise from using the program. Patient Service Representative
ANSWERING SERVICE - Seymour, TN
July 2017 to December 2020
Took inbound calls in a call center setting for hospitals, doctors offices, medical supply companies and donor network. Complied with HIPAA rules and regulations while dealing with patients highly sensitive information. Dispatch doctor to doctor calls. Take supply orders from hospitals for medical equipment. Process mental health evaluation for eligibility.
Assistant General Manager
Jackson Hewitt - Nashville, TN
December 2013 to February 2018
Assisted the General Manager to ensure that day to day business operations ran smoothly. I also drew up weekly goals, ordered necessary merchandise and was the main contact for training, recruiting, and planning for new agents. Elicited sensitive, personal and financial documents to access taxpayers accounts and assist with a wide range of inquires. Customer Service Representative
Ibex Global - Spring Hill, TN
October 2012 to December 2013
Assist with functional support to end users for Apple/Mac technology. Assit Tier 1 with troubleshooting for Apple/Mac technology. Work as liaison with Apple/Mac vendors for harware and software solutions. Patient Registration Representative
Vanderbilt University Medical Center - Nashville, TN December 2010 to May 2012
Recieving patients in a hospital, verifying their information, and leading them to the appropriate facility for their health care needs. Updated patients' information, confirming insurance details, taking calls, responding to patients' inquiries and concerns, scheduling appointments, and performing related administrative and clerical tasks as needed.
Education
Bachelor's degree in Accounting
National College of Business &Technology - Nashville, TN April 2004 to June 2011
GED in Customer Service
Adult Learning Center - Nashville, TN
Skills
• Accounting
• Customer Service Specialist
• Billing
• Computer skills
• Coordinating training programs
• Customer Service (10+ years)
• Typing
• Medical billing
• CSR
• Taleo
• Documentation review
• Software Troubleshooting
• Microsoft Windows
• Accounts receivable
• Payroll
• Customer Support (7 years)
• Leadership
• Microsoft office, excell,PowerPoint,Yardi,tax software. Peachtree.all apple support (10+ years)
• ICD-10
• Customer Care (4 years)
• Office manager experience
• Operating Systems
• Tax Experience
• Supervised over 15 people
• Public relations (4 years)
• CPT coding
• Screening and recruitment of potential employees
• Medical records
• Medical coding
• Interviewing
• Computer networking
• Social media management
• Human resources
• Zendesk
• Research
• ICD-9
• Dispatch (1 year)
• Salesforce (2 years)
• Educate customers on device and operating systems
• Management
• GAAP
• Fundraising (2 years)
• Financial services
• Direct access to doctors for urgent patient, hospital and lab calls
• Tax accounting
• Inspect and estimate project cost and feasibility
• Microsoft Office (4 years)
• Inventory clerk
• Device Troubleshooting
• QuickBooks
• Sales
• Live chat
• Payroll
• Medical office experience
• Data entry
• Liason between general manager and the emplementation of proper operating procedures
• Call Center (10+ years)
• Bookkeeping
• Accounts Payable
• Property Management
• Medical Terminology (2 years)
• Marketing
• Microsoft Access
• Customer service
• Salesforce
• Windows
• Operating systems
• Research
• Typing
• Leadership
• Zendesk
• Live chat
• Sales
• Content creation
• Software troubleshooting
• Google Suite
• Help Desk
• Account Reconciliation
• General Ledger Accounting
• Accounting
• Accounts receivable
• Relationship management
• CRM software
• Banking
• General ledger accounting
• Google Docs
• Tax experience
• Payroll
• Human resources
• Recruiting
• Computer hardware
• Interviewing
• Guest services
• Clerical experience
• Transportation management systems
• Customer acquisition
• Training & development
• QuickBooks
• Balance sheet reconciliation
• General ledger reconciliation
• Mentoring
• iOS
• Mac OS
• Help desk
• Quality assurance
• Direct sales
• Presentation skills
• Hospitality
• HIPAA
• Medical terminology
• Medical records
• Documentation review
• Office management
• Property management
• Laboratory experience
• Yardi
• Bookkeeping
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