Customer Service Boca Raton

I have over ** years working with customers over different industries providing them with exceptional customer service while maintaining company goals. I have been recognized for my management skills and have been promoted to supervising associates and training them.

●Persuasive

●Goal Orientated

●Management

●Research

●Empathy

●Trainer

Professional Experience

Customer Service, Sales PAP Specialist January 2022 – Present

AdaptHealth Boca Raton, FL

Prepare and submit audit paperwork for Medicare and other insurance claims with healthcare guidelines. Develop and maintain working knowledge of current HME products and services offered by the company. Schedules customer appointments for equipment and instructions on its use. Collaborates with physician offices, company sales & support staff to ensure timely documentation while maintaining patient confidentiality within the guidelines of HIPAA.

●Exceeded company monthly goals for sales, April, May, June 2022.

●Received most improved commendation for April 2022.

●Exceeded the monthly goals for calls and quality scores.

●Resolved customer issues by communication with other departments to ensure customer satisfaction.

BDC Representative January 2020 – January 2022

Napleton Auto Park Lake Park, FL

Handle incoming and outgoing calls and emails. Prospect follow up calls, set up appointments for service and sales and gauge customer satisfaction. Follow up with existing and potential customers to generate leads and close sales. Explaining product performance, application and benefits to prospects and describing all optional equipment available for customer purchase.

●Consistently met Tier 2 compensation goals after training.

●Exceeded goals for appointment shows by 10% minimum each month.

●Over and above the daily goal of 140 calls per day.

●Maintained the appointment goals of 7-10 per day on the high side.

Customer Support Specialist May 2017 – December 2019

American Residential Warranty Boca Raton, FL

Review insurance policy terms to determine whether a particular loss is covered by insurance. Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods. Review claims adjustments with dealers, examining parts claimed to be defective, and approving or

disapproving dealers' claims. Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

●Highest Customer Retention Rate per location (70%).

●Promoted to team lead after 6 months.

●Developed strong persuasion skills while informing customers the benefits of keeping warranties.

Professional Experience Continued

Customer Service/Retention Agent/Dispatch September 2012 – April 2017

Time Warner Cable Louisville. KY

Processing payments, troubleshooting service issues, offering additional services. Determine charges for services requested, collect deposits or payments, or arrange for billing. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

●Shortest Handling time and highest first call resolution in 2 quarters as customer service agent.

●Earned highest bonus monthly as retention agent.

●85% Retention rate consistently after training.

Customer Service Manager/Collector III September 2004 – June 2011

Citi Cards Louisville, KY

Collecting on high risk and pre-litigation accounts and researching the programs available to resolve the

past due accounts. Assisting customers with their individual service needs utilizing company offered packages to retain their business. Analyzing specific accounts for the delinquency level and investigating possible tangible assets. Supporting customer service representatives with software workflows, customer concerns, and compliance issues.

.

●Promoted to Customer Service Manager after 6 months as Customer Service Representative.

●Promoted to Collector III, the hardest collection tier after 6 months at Collection I & II.

●Located delinquent account holders using skiptrace software and credit reporting research.

Education & Credentials

Marketing

University of Kentucky - Lexington, KY

Technical Skills

●Outlook email

●Winxrm

●Collection software

●Microsoft Teams

●Beacon

●GroupMe

●Microsoft Word

Contact this candidate