Customer Service Representative

Lisa Harkins

Woodbridge, NJ *****

732-***-**** **************@*****.***

PROFESSIONAL SUMMARY

Dedicated Billing Collections Specialist and Customer Service Representative, who provides exceptional client support through active listening, conflict resolution and de-escalation skills. Generates a positive work environment and operates in both individual and team settings. I also posses the ability to train and lead others towards company related goals.

SKILLS

Exceptional telephone etiquette

Proficient in Microsoft Outlook, Word, Excel, and Google Sheets

Familiarity with Epicor Prophet 21 software

Excellent time management skills

Filing and data archiving

HIPAA compliance

Conducting investigations

Analytical reasoning

Call escalation

Collections tracking

Strong communication

Teamwork

Customer service

Problem-solving

Organizational skills

Billing

WORK HISTORY

COLLECTIONS MANAGER 04/2022 to 01/2025

Bio-Shine/Envoy Solutions - Spotswood, NJ

Investigated and resolved customer inquiries and complaints in a timely and professional manner

Collaborated with sales representatives to resolve billing issues

Maintained strict adherence to confidentiality requirements

Met and exceeded customer call guidelines, including service levels, handling time, and productivity

Successfully resolved unresolved customer issues.

Researched accounts and completed due diligence to resolve collection problems.

Reviewed, researched, and corrected discrepancies and customer concerns.

Contacted customers to collect outstanding payments via one-time or negotiated installment methods.

OWNER/OPERATOR 12/2015 to 12/2024

Self Employed Web - New Jersey

Established and grew an online retail business with thousands of positive reviews and repeat customers

Responsibilities include customer service, product photography, crafting detailed product descriptions, purchasing, marketing, bookkeeping, and order fulfillment.

COLLECTIONS AGENT 07/2012 to 12/2015

Thrift Investment Corporation - Fords, NJ

Resolved customer inquiries and complaints with empathy and professionalism

Cross-trained and provided backup support to other customer service managers

Ensured strict compliance with confidentiality requirements

Achieved and exceeded customer call guidelines, service levels, and productivity targets

Effectively addressed unresolved customer issues

Led and motivated customer support staff, providing training on procedures and company services

Managed team productivity and worked towards exceeding quality service goals

Handled critical inter-departmental escalations to enhance customer retention

Maintained accurate records of past-due customer accounts and developed strong client relationships.

Implemented automated reminder systems that contributed to a decrease in past due invoices.

Negotiated to collect balance in full.

Maintained high volume of calls and met demands of busy and productive group.

Processed payments and applied to customer balances.

Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.

MEDICAL BILLING/COLLECTIONS MANAGER 03/2007 to 02/2012

Raritan Valley/Rubin and Rain LLC - Edison NJ

Managed client interactions coordinated contract-related tasks including billing procedures, payroll, and employee schedules

Tracked orders and ensured proper job assignments using tracking software

Upheld strict confidentiality and standards and consistently met customer call guidelines

Resolved challenging customer issues and led a proficient customer support team

Provided staff training on operating procedures and company services.

EDUCATION

Woodbridge High School Graduate

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