Customer Service Rep

Location:

Dallas, TX

Posted:

May 29, 2025

Contact this candidate

Resume:

Luwuana Duson

Arlington, TX.

************@*****.***

817-***-****

Liberty Mutual

Billing Representative

Remote

February 24, 2025- Current

•Help customers in their time of need by building rapport, responding to and resolving inbound phone calls in a fast paced call center environment.

•Identify and provide services and solutions by processing payments, updating customer information, updating billing information, verifying coverage for third parties, resolving telematics inquiries, utilizing available tools to identify and transfer cross sell opportunities, and assisting with online portal.

•Provides first call resolution for aligned work and routes customers to the appropriate party to resolve issues outside of scope.

•Assisting with collections on past due accounts.

•Adhere to standard operating procedures and consistently utilizes resources provided.

•Uphold our customer care standards by achieving individual goals on average handle time, after call work, quality, adherence, leads generation, and reliability.

•Performs in a fast-paced, high-production, high-volume environment that focuses heavily on customer service.

•De-escalate tense situations and find mutually agreeable solutions.

ADT Security

Irving Tx/Hybrid

August 12,2024-December 29, 2024

Alarm Monitoring agent

•Receive inbound calls related to recent alarm events.

•Provide basic technical support and troubleshoot devices across ADT systems.

•Handle incoming alarm calls and place outgoing calls to verify alarm activity.

•Dispatch the proper authorities and notify responsible parties as needed.

Relay important information about life-safety systems and services to customers.

•Update customer accounts and respond to inquiries about alarm activity.

•Document alarm handling procedures accurately within the alarm screens.

•Help customers understand ADT's mission and provide lifestyle solutions.

Participate in coaching, team meetings, and one-on-one development sessions

Siemens (Acara Solutions)

Irving, Tx.

November 8, 2023- June,9, 2024

Alarm Monitoring agent

•Provide support for monitoring and processing alarms received within the Central Monitoring Station (CMS)

•Receive, process, and dispatch emergency calls to responsible agency or customer contacts

•Provide outstanding customer service by receiving calls from customers that are requiring service or information reference on their accounts

•Acknowledge alarms received and dispatch appropriate personnel for issue at hand

•Log call into system activity report after dispatch

•Generate statistical or investigative reports for management

•Continuously monitor alarm signal queue for prioritized response

•Document all calls with appropriate resolution codes and notes

•Manage length of calls

•Attend monthly meetings and training sessions

•Be familiar with emergency response procedures

•Review and critique recorded conversations for purposes of improving customer interaction

Alacrity Solutions

Irving Tx.

July 25. 2023- January 1, 2024

Claims Intake Specialist

•Responsible for handling the initial process of receiving and recording insurance claims, ensuring accurate data entry and efficient processing

• Ensure the accuracy and completeness of claim details, including patient information, policy details, and claim descriptions

•May initially assess the validity and complexity of a claim, identifying potential issues or areas requiring further investigation. .

•Starting the claim process for the adjusters to complete.

•They ensure all claim-related activities adhere to company policies and procedures, and regulatory requirements

• submitting fax request

•They meticulously record claim details, including medical history, incident reports, and other supporting documentation, ensuring all required forms are completed and filed accurately

Spectrum

Irving, TX

January 15 2020 - April 12, 2023

Billing Service Rep

•Troubleshooting issues, finding solutions, and helping customers resolve complaints.

•Helping customers understand the features, benefits, and usage of products or services

•Verifying completeness and accuracy in client information

•Analyze customer complaints or concerns to determine the root cause of the problem. .

•Searching financial statements for any payment inconsistencies or errors.

•Providing billing breakdowns, and explainations

•Determine charges for services requested, collect deposits or paymnts, and arrange payment plans/extensions

• Prioritize customer satisfaction and strive to resolve escalated issues effectively and promptly.

•Confer with customers by telephone in order to provide information about products and services

•The ability to handle difficult situations with empathy and patience .

Freeman Transportation

Grand Prairie, TX

January 1, 2019-November 8, 2019+

Customer Service Rep

•Coordinate all round trip transportation requirements for predetermined clients

•Data entry, creation and entry of all schedules/orders/updates as assigned, adding method of payments, credit card information onto accounts for the customer

•Utilize the current Exhibit transportation shipment management system for all shipments and ensure that all necessary shipment documentation is properly prepared and distributed

•Addressing issues and discrepancies that arise in the transportation process.

•Obtain most competitive freight quotes in a timely manner and communicate suggested retail pricing to account executives.

•Effectively communicate shipment details with Freeman Exhibit Transportation staffs, account executives, account managers, and project manners.

•Responsible for communicating pertinent information to internal companies and departments to ensure seamless exhibit transportation services.

•Efficiently utilize carrier software programs to monitor and manage all tendered shipments

•Prepare monthly shipment/revenue reports

•Defuses claim situations and professionally demonstrates including but not limited to, empathy, sensitivity and clarity to alleviate customer complaints while providing quality customer service.

UPS

Haslet, TX

October 2018 - January 15, 2019

Feeder/Dispatcher in training

•Assigning trailers to drivers and inputting information into system

•Checking trailers and volumes forecasts and maintaining reports and databases for daily operations

•Walking the yard, reconciling reports

•Climbing inside trucks to check the volume of truck loads

•Walking the yard to locate trucks

•Organizes item orders by editing for weight compliance and location

•Arranges shipments by checking yard stock to determine inventory levels

•Anticipating delivery requirements, placing and expediting order

•Missed package research and resolution

•Data correction status check

•Analyze previous days dispatch using dispatch tools and reports

Dialog Direct

Fort Worth, TX

June 2018 - OCtober 2018

Home Warranty Representative

•Answers calls on warranty claims that are already in process

•Demonstrates a high level of urgency and responsiveness in researching and resolving homeowner and contractor inquiries.

•Defuse claim situation and professionally demonstrates including but not limited to, empathy, sensititivy and clarity to alleviate customer complaints while providing quality customer services.

•Responsible for reviewing, processing, and closing claims

•Track down extra information as needed from technicians

•Assist in closing claims by ensuring all paperwork pricing is ready, prepare parts for return shipments daily

•Ability to accept additional tasks, duties and/or direction from management/basic computer skills for data entry and record-keeping

•Process warranty request and returns of miss-shipments

•Maintain systematic follow through on all held orders-credit, warehouse, ect

•Answer incoming telephone calls from manufacturers and respond in a courteous and professional manner

•Researches, analyzes, and makes coverage determinations regarding warranty obligations and coverage based on written procedures for introductory trades.

EDUCATION

Associate of Applied Science in Business Administration

Fort Worth, Tx

Remington College

October 2009

Diploma in Business

Brown Mackie College - Hurst, TX

2005

ADDITIONAL INFORMATION:

REFERENCE:

Gary Espree

Spectrum Supervisor