Customer Service Representative
Resume:
Alexis Dolphin
Dayton, OH *****
***********@***********.***
PROFESSIONAL SUMMARY:
Purposeful business administration specialist with over 20 years of experience in customer service, call center, and problem solving. Seeking to leverage my expertise in a high-volume facility with team leadership to contribute to the company.
EDUCATION
Bachelor of Science in Business Administration, Purdue University Global Feb 2025
oConcentration: Digital and Social Media Management
oDean’s List
Associate of Applied Science, Ross Medical Education Center Nov 2015
oConcentration: Medical Insurance Billing and Office Administration
oCertified Medical Billing and Coding and Office Administration Specialist
PROFESSIONAL EXPERIENCE
Customer Service Representative, Spectrum - Kettering, OH Jan. 2023-Aug. 2024
Successfully managed all inbound calls, ensuring timely and effective resolution of customer inquiries and concerns.
Managed escalated customer situations with professionalism, successfully resolving issues and enhancing customer loyalty.
Promoted and sold services to customers, resulting in a 15% increase in additional service subscriptions.
Maintained customer billing accounts with a high degree of accuracy, reducing billing errors by 30%.
Assisted customers with billing questions and transactions, achieving a customer satisfaction rating of over 98%.
Processed billing payments efficiently. Developed and implemented payment agreements, facilitating smoother transactions, and improving customer retention.
Troubleshot service issues effectively, reducing average resolution time by 25%.
Customer Service Representative, AES Ohio - Remote Nov. 2021-Nov. 2022
Effectively managed all inbound calls, ensuring prompt and accurate responses to customer inquiries. Assisted customers with billing questions and transactions, providing clear explanations and support that enhanced the overall customer experience.
Processed billing payments accurately and efficiently, contributing to an improvement in payment processing times. Developed payment agreements for customers, facilitating financial flexibility and improving retention rates.
Faxed company documents promptly and securely, ensuring compliance with company standards and enhancing operational efficiency. Maintained customer billing accounts with a high level of accuracy, reducing billing discrepancies and improving customer trust.
Medical Insurance Billing/Coding Specialist, EMOI Serv. – Kettering, OH May 2016-Sep 2020
Accurately billed for doctor visits, ensuring a 98% accuracy rate in coding that minimized claim rejections and increased revenue flow.
Posted medical, podiatry, and vision insurance payments efficiently, contributing to a reduction in outstanding accounts receivable through timely updates in EHR systems. Resolved rejected claims promptly, achieving a 90% success rate in appeals and significantly reducing the backlog of unresolved claims. Conducted reconciliations of Explanation of Benefits (EOBs), identifying discrepancies that led to an increase in collections.
Consulted with various insurance companies and utilized insurance company websites, establishing strong relationships that improved the claims process and reduced turnaround times. Faxed medical records and requests in compliance with HIPAA regulations, ensuring patient confidentiality and timely information sharing. Managed prior authorizations effectively, ensuring timely approvals and enhancing the patient care experience.
Maintained patient billing accounts with meticulous attention to detail, resulting in a decrease in billing errors.
Maintained and balanced Excel spreadsheets. Performed data entry tasks with 99% accuracy, streamlining the billing process and improving operational efficiency.
Floor Supervisor, Victoria Secret Direct - Kettering, OH Mar. 2007-Jan. 2013
Promoted to Floor Supervisor due to exceptional performance in customer service and team leadership, demonstrating a commitment to operational excellence. Aided Customer Service Associates, fostering a collaborative environment that improved team efficiency and performance.
Resolved complex issues on Supervisor phone calls, demonstrated strong critical thinking skills and improved overall customer experience. Ensured Associates followed correct procedures, resulting in a reduction in procedural errors and improved compliance. Assisted irate customers with effective resolutions, maintaining a focus on customer retention and achieving a 95% resolution rate on escalated issues.
Mentored new hires in Internet Customer Service, ensuring a smooth onboarding process and enhancing team capabilities. Conducted fraud account analysis, identifying suspicious activities, and reducing potential losses.
VOLUNTEER WORK
Team Coordinator, Alter Football Association Organization - Kettering, OH May 2020-Nov. Present
Created and distributed informative communication to keep parents and team members informed about events, schedules, and financial updates, enhancing community involvement and communication.
Established partnerships with local businesses for sponsorship opportunities, resulting in increased funding and support for team activities and events.
Managed correspondence with parents and stakeholders, addressing inquiries and concerns promptly to nurture positive relationships and improve overall satisfaction with the organization.
CFO, Dunbar Pee Wee Football Organization Dayton, OH May 2016-Nov. 2019
Developed and implemented the organization’s mission, vision, and operational framework, attracting over 150-175 participants in the first season.
Organized and executed team registration processes, ensuring a smooth onboarding experience for new players and their families while maintaining accurate records. Recruited and trained Team Moms and volunteers, ensuring a high standard of instruction and mentorship for young athletes.
Implemented an online payment system for registrations and donations, improving efficiency and convenience for families and increasing overall participation.
Maintained comprehensive financial records as Treasurer, ensuring transparency and accountability in budgeting, which resulted in a 50% increase in overall financial health of the organization by managing expenses and budget planning, ensuring all financial activities were within budget and aligned with organizational goals.
Coordinated fundraising events, encouraged community engagement and support while achieving fundraising goals consistently. Secured funding and sponsorships, raising funds through community partnerships and fundraising events to support equipment, uniforms, and facility rentals.
TECHNICAL SKILLS
Microsoft Word
Microsoft Excel
Microsoft Outlook
Microsoft Access
Microsoft Power Point
Microsoft Publisher
Microsoft Office
Type 55 wpm
Insurance record
Management
Insurance
Reimbursement
Insurance verification
Health assessments
Patient charting
Practice management
Records management
ICD-10
Customer service
communication skills
HIPAA compliance
Medical Office
Management
Strong analytical skills
CMS-1500
Vitals
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