Call Center Collections Specialist
Resume:
Deshara Elliott
Opa-locka, FL *****
**************@******.***
Authorized to work in the US for any employer
Work Experience
Credit and Collections Specialist
Eversource Energy-Miami, FL
November 2023 to January 2025
• Call center, interaction with customers Via phone and chat during high and low call volume. Call management 100 to 200 calls daily
• System and account management, resetting passwords updating emails and name changes. Troubleshooting software and equipment assistance.
• Problem solving and critical thinking
• Using Microsoft and excel
• Maintaining a positive attitude
• Operating through Omni, creating and noting accounts through Citrix
• Accepting payments and setting up payment plans
• Making outbound and accepting inbound calls
Inbound Sales Representative ( remote )
College Board-Miami, FL
September 2021 to November 2023
• Answering calls and maintaining communication with customer inbound calls 100- 200 calls daily.
• Notating and services accounts
• Uses of Microsoft office, zendesk
• Case management software Salesforce via cloud
• Tier 1 agent creating cases and escalation .
• Delivered exceptional customer service by assisting customers with product inquiries, resolving issues, and ensuring satisfaction.
• Met or exceeded monthly sales targets by identifying customer needs and offering tailored solutions.
• Maintained a high level of product knowledge to confidently answer questions and recommend suitable options.
• Handled returns, exchanges, and complaints professionally, resulting in a high customer satisfaction rating.
• Processed transactions efficiently using POS systems and maintained accurate records.
• Collaborated with team members to improve store performance and streamline daily operations. Technical Support Representative
Topp Telecom-Florida
August 2018 to March 2020
Respond to customer inquiries and technical issues promptly and professionally
• Diagnose and resolve hardware, software, and network problems
• Guide users through step-by-step solutions and remote troubleshooting
• Document issues and resolutions in support ticketing systems
• Escalate complex problems to higher-level support or technical teams
• Provide feedback to improve product functionality and customer experience Skills:
• Strong communication and problem-solving abilities
• Knowledge of operating systems (Windows, macOS, Linux), networking basics, and common software applications
• Familiarity with support tools and CRM systems
• Patience, empathy, and customer-first attitude.
a Customer Care Representative
Blue Cross Blue Shield (BCBS)-Miami, FL
August 2014 to December 2018
Answer member inquiries by phone, email, or chat regarding benefits, claims, eligibility, coverage, and plan details.
• Research and resolve issues related to claims processing, billing, or account information.
• Educate members on plan features, preventive care, and wellness programs.
• Document calls and interactions accurately in the system, ensuring up-to-date records.
• Maintain confidentiality of sensitive member information in compliance with HIPAA regulations.
• Follow company policies and procedures for handling complaints, escalations, and complex cases.
• Collaborate with other departments (claims, billing, provider relations) to resolve customer concerns efficiently.
• Meet performance metrics for call quality, accuracy, customer satisfaction, and productivity.
• Stay current on plan updates and insurance regulations affecting members. Education
Associate in Medical assistance
Florida Career College-Miami-Pembroke Pines, FL
October 2017 to January 2019
Skills
• Management
• Cash Handling
• Microsoft Office
• Organizational skills
• Customer service
• Account management
• Upselling
• Technical support
• Supervising experience
• Supervising Experience
• Phone etiquette
Certifications and Licenses
OSHA
The Occupational Safety and Health Administration, an agency of the US government under the Department of Labor with the responsibility of ensuring safety at work and a healthful work environment HIPAA
a US law designed to provide privacy standards to protect patients' medical records and other health information.
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