Customer Service Specialist

Audrey Phillips

*********@*****.***.*** 216-***-**** Euclid, OH

SUMMARY

Seasoned Customer Service Specialist with 21 years of experience, adept in managing inbound inquiries, processing payments, and resolving complex issues. Skilled in coordinating with healthcare providers, pharmacies, and customers to ensure satisfaction and adherence to policies. Seeking a Customer Service Agent role to leverage extensive background in account management and fraud prevention.

WORK EXPERIENCE

Credit First National Association

Customer Service Specialist Jun 2023 - Present

• Handle inbound customer inquiries and process payments using ACH or debit card transactions.

• Identify and flag potential fraudulent activity, ensuring secure transfer to the fraud department for resolution.

• Assist merchants with purchase approvals and process customer requests for credit limit increases and replacement cards.

Spectraforce Technologies

Customer Service Mar 2021 - May 2023

• Managed inbound communication, providing comprehensive support for patients seeking financial assistance for oncology medications, ensuring strict adherence to eligibility criteria.

• Conducted thorough verification of applicant income and insurance details, while adeptly handling general inquiries and coordinating medication orders on a monthly basis.

• Facilitated the prescription validation process by liaising with healthcare providers to obtain necessary documentation and accurately updated patient records for the processing of monthly medication shipments. UnitedHealth Group

Customer Service Oct 2018 - Feb 2021

• Addressed and resolved inquiries from hospice nurses concerning patient system entry, prescription requests, and benefit eligibility, ensuring accurate information documentation.

• Educated customers on prescription benefits, premiums, order statuses, and claims processes, enhancing caller understanding and satisfaction.

• Coordinated with customers, pharmacies, and physicians to communicate solutions, secure approvals for medication orders, and manage payment issues, including making outbound calls for claim denials. Convergent

Customer Service Rep Nov 2016 - Sep 2018

• Processed payments and structured payment plans for customers, ensuring accounts remained in good standing.

• Enhanced revenue by effectively upselling phones and accessories to customers, aligning product offerings with individual needs.

• Retained value by contacting former customers to negotiate their return, and adjusted accounts to secure cost-effective service options.

Arise Virtual Call Center Montgomery, AL

Customer Service Rep Sep 2011 - 2017

• Addressed customer inquiries and resolved issues for high-profile clients, including Turbotax and Walgreens, ensuring adherence to individual company policies and service standards.

• Authorized appropriate procedural exceptions to fulfill unique customer requests, enhancing client satisfaction and retention.

• Quickly mastered and adhered to diverse customer service scripts, while consistently maintaining accurate and current client records.

ER Solutions Montgomery, AL

Customer Service Rep Jan 2008 - Aug 2011

• Assisted customers with inquiries and account management, including payment arrangements and coordination with community assistance programs.

• Processed financial transactions for current, disconnected, and past-due accounts, and handled orders for new installations, disconnections, and service transfers.

• Collaborated with various departments and management to enhance customer satisfaction and implemented policy, procedure, and quality assurance improvements. Electronic Data Systems Montgomery, AL

Help Desk Technician Oct 2006 - Oct 2007

• Provided end-to-end travel planning and support services for federal employees, ensuring efficient navigation and use of an online travel system for both domestic and international requirements.

• Enhanced call flow efficiency by effectively directing inbound calls and resolving system errors, coupled with maintaining accurate and current travel and expense report records. Customer Service Rep Mar 2005 - Oct 2006

• Processed and validated loan certificates, facilitated loan payoffs, and coordinated consolidation applications for federally funded educational loans, ensuring compliance and accuracy in documentation.

• Enhanced customer satisfaction by providing timely and accurate counseling to borrowers on loan statuses, resolving inquiries, and fostering effective communication with all call center departments. Alabama State University Montgomery, AL

Senior Secretary Dec 2002 - Mar 2005

• Maintained a comprehensive database for 800 students to facilitate academic tutorials, ensuring efficient tracking and support.

• Coordinated logistics for staff travel and workshops, and secured community sponsorship to enrich cultural events and excursions.

EDUCATION

Columbus State University

Associates of Arts, Administrative Assistant

1995

Alabama State University

Bachelor of Science

Montgomery, AL

In Progress

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