Customer Service Representative
Resume:
Monica Davis
Customer Service Representative
Phoenix, AZ 85016
*************@*****.***
Willing to relocate to: Phoenix, AZ
Authorized to work in the US for any employer
Work Experience
Team Lead Portfolio Management
Lessen-Phoenix, AZ
July 2022 to March 2025
• Develop and maintain positive vendor relations to ensure superior customer satisfaction
• Receive and handle customer calls and email requests for services
• Manage the scheduling and completion of all services assigned by customers
• Manage real-time inquiries while keeping track of and responding to commitments to follow up with customer/vendor inquiries
• Identify, research and resolve customer issues using the company’s web-based systems and databases
• Source new vendors to perform required services, as needed
• Resolve all escalate
• Maintain open communication with Vendors in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship
• Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and policies are in place to attract and retain customers
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in-person
• Enter information into our database and ensure consistency and accuracy
• Be able to educate clients on the benefits of the Lessen service offering
• Resolve most/all client and Affiliate issues without escalation
• Remain on the queue and address all requests
• Provide creative solutions to meet client needs and maximize value
• Contribute to special projects and continuous improvement initiatives, as requested by Operation’s management or the client
• Provide management with recommendations to changes in procedures, as needed
• Foster a positive team environment
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned
• Manager of more than 5 people
• Submitting payroll
• Creating training documents
• Interviewing new candidates for the position
Customer Service Advocate 2
Carvana-Tempe, AZ
October 2021 to July 2022
• Receiving inbound calls from current and potential customers.
• Provided a first time resolution to customers through email, web chats and phone cases
• Troubleshooting customer issues with app or web application
• Gathered information, researches/resolves inquiries and logs customer calls. Aerotek Temp
DoorDash-Phoenix, AZ
February 2021 to August 2021
1. Provided a first time resolution to customers through email, web chats and phone cases 2. Tier 3 customer contact support for tier 1 and tier 2 agents 3. Used multiple screens and internal resources to provide refunds/credits to customer 4. Troubleshooting customer issues with app or web application Billing Specialist
Bucyrus Railcar Repair LLC-Bucyrus, OH
August 2019 to February 2021
• Review Billing of railcar repairs for accuracy and information is complete.
• Data entry of repairs to billing system
• Create invoices to submit for payment
• Create end of month reports
Customer Service Representative
Novitas Solutions Inc.-Jacksonville, FL
July 2015 to April 2019
• Research information for medical provider, and hospitals regarding claims, appeals, financial payments and eligibility for Medicare part A and B
• Giving accurate and timely answers to providers while handling high call volume.
• Using multiple computer screens and applications along with Microsoft Office.
• Data entry of patient information
Inbound Customer Service Representative
Comcast-Jacksonville, FL
July 2014 to July 2015
• Inbound calls regarding customer accounts
• Appointment setting for new installations
• Billing questions
• Customer Credit verification
• Updating customer accounts with addition services Administrative Assistant
FSCJ-Jacksonville, FL
January 2013 to January 2014
Education
High school or equivalent in High school
Florida State College - Jacksonville, FL
2012 to 2013
Skills
• Adobe Acrobat
• Customer Support
• Medical Scheduling
• Computer skills
• Computer literacy
• ICD-10
• Windows
• Medical Billing
• CSR
• Accounts Receivable
• Communication skills
• Sales Support
• Call Center
• Help Desk
• Telemarketing
• Customer Service
• Quality Assurance
• Microsoft Access
• Microsoft Office
• CPT Coding
• Google Docs
• Microsoft Outlook
• IVR
• DME
• Insurance Verification
• QuickBooks
• Typing
• Customer Care
• Organizational skills
Certifications and Licenses
Driver's License
Additional Information
Computer Skills
Microsoft Office, Word, Excel, PowerPoint, Access, Outlook, A400 Screen, Salesforce, Carma Customer Service Professional
Key Skills
• World-Class Customer Service
• Troubleshooting/ Problem Solving
• Up-Selling/Sales Support
• Maximizing Profits
• Call Center Operations
• Managing Budget
• Complaint Handling
• Reports & Documentation Printing and Editing
Contact this candidate