Customer Service Representative
Resume:
Amber Thirkill
Chattanooga, TN *****
*****************@*****.***
Professional Summary
• Skilled Customer Service Representative with 20+ years of experience
• 10+ years of Remote experience
• Proficient in using Slack, Zoom, and Microsoft Teams for communication and collaboration.
• Proficient in Microsoft applications, Word, Excel, Outlook, One-note, and PowerPoint
• Utilize strong communication and problem-solving skills to deliver exceptional customer service.
• Possesses a strong background in leadership and account management, with a proven track record of adapting to change and driving results.
Authorized to work in the US for any employer
Work Experience
Collections Specialist WFH
North American Credit Services-Chattanooga, TN
November 2023 to November 2024
• Explain the specific benefits, deductibles, co-pays, and co-insurance associated with their plan.
• Obtain a copy of the hospital bill and any related documentation, such as explanation of benefits (EOB) from the insurance company
• Explain the overall cost of the services received, including procedures, tests, and medication
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals
Customer Service Representative (WFH)
T-Mobile-Chattanooga, TN
August 2019 to November 2023
• Maintain a high level of accuracy in all duties performed
• Ability to work as part of a remote team to achieve individual and team results
• Verify billing, accept payments, verify eligibility for products, troubleshoot cellular devices, and provide detailed information for overall business accounts
• High level of computer navigational skills with experience in shortcut keys
• Managed a portfolio of 50+ client accounts remotely, using Salesforce to track interactions and ensure timely follow-up, resulting in a 15% increase in client retention Customer Service Representative (WFH)
InfoCision-Chattanooga-TN
July 2018 to August 2019
• Utilized effective communication skills to establish rapport with customers and resolve payment disputes
• Negotiated payment arrangements with delinquent customers, resulting in a 90% increase in debt recovery
• Authorized loan disbursements, ensuring accuracy and compliance with lending policies Customer Service Support Supervisor
Convergys-Chattanooga, TN
May 2012 to June 2018
Responsibilities
• Providing helpful information, answering questions, and responding to complaints
• Take escalations, utilize company tools and policies to ensure accurate resolutions with customers in a timely manner
• Ability to master and utilize numerous new computer programs
• Leadership skills
• Time management
• Multi-tasking: utilize several different computer programs and screens per call to reach a resolution
• Leading a team of 8-12 agents
Team Leader/Customer Service Representative
Support Seven-Chattanooga, TN
April 2011 to March 2012
• Oversee a group of employees and motivate them to do their jobs efficiently
• Qualifying customers for loan/product opportunity's with the company
• Take escalations
• Reward outstanding performance
• Typing listening and willingness to assist
• File loan documents and appeals
• Strong attention to detail and problem solving skills
• Excellent organizational skills
Bartender/Waitress
Southern Belle Riverboat-Chattanooga, TN
February 2000 to January 2011
• Head Bartender
• Arranged seating for customer
• Assigned stations for workers handled multiple food orders, served quality food in a timely manner. Education
Associate's degree in Computer Technology
Chattanooga State Community College - Chattanooga, TN August 2006 to May 2008
High school diploma or GED
Soddy Daisy High School - Soddy-Daisy, TN
January 2000 to December 2004
Skills
• Office experience
• Debits & credits
• Customer Support (10+ years)
• Customer retention
• Customer Service (10+ years)
• 20 years of telephone-based customer service and sales experience. Demonstrated excellent written verbal and interpersonal communications skills. Demonstrates a pleasant telephone voice and helpful manner. Ability to work effectively with no supervision; while understanding role as a part of a team. Excellent problem solving and follow up skills. (15+ years) (10+ years)
• Call Center (20+years)
• Microsoft Word
• Account management
• Microsoft Office
• Computer skills
• Leadership
• Cold calling
• Negotiation
• Data entry
• Cash handling
• CRM software
• 10 key typing
• Customer Care (10+ years)
• Bartending
• Financial concepts
• Accounts receivable
• Technical Support
• CSR (10+ years)
• Microsoft Excel
• English
• Sales
• Communication skills
• Medical billing
• Customer service
• Phone etiquette
Certifications and Licenses
Certified Coding Specialist
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