Customer Service Representative
Resume:
Tawanda Stafford
Professional Customer Service/Support Agent
Covington, GA 30016
*****.*******@*****.***
To obtain a position within a professionally diverse organization that imposes responsibilities that will utilize my skills and experience efficiently for organizational growth. Authorized to work in the US for any employer
Work Experience
Mortgage Servicing Professional II - Customer Service Cenlar FSB - Ewing, NJ
December 2021 to November 2022
• Answer & document inbound (incoming) calls-regarding borrowers mortgage loans.
• Provide borrowers with accurate account information regarding their mortgages, verbally and/or written while navigating through multiple screens.
• Request documents on borrowers and authorized 3rd party’s behalf.
• Data Entry.
• Data research.
• Account Management.
Litigation Coordinator
Medlogix - Township of Hamilton, NJ
September 2008 to October 2021
• Trains/mentors new department employees on the specifications of the required job responsibilities which include medical and auto insurance regulatory compliance, creating, updating, and maintaining claimant and patient files.
• Aides in the second review of PPO contracts to ensure legal compliance between the provider and insurance carrier before the legal contract is submitted for release to the client.
• Communicates daily with insurance attorneys and adjusters regarding auto and medical claims retrieved by the arbitrary and litigation department. Consistently complying with the applicable laws and regulations of auto and medical insurance claims.
• Ensures strict confidentiality of patient and claimant legal documents, records, and reports using electronic databases and internal paper filing systems. Responsible for reviewing EOB's and uploading it into the electronic database saving within the corresponding claimant's or patient's file.
• Maintains increasing customer service with attorney's and insurance carriers through the primary use of emails, letters, and conference calls for preparation of closing all litigation related matters.
• Assists in resolving and satisfying client requests and internal operational issues with regards to insurance and medical claims.
• Effectively retrieves electronic documentation and/or medical records from insurance adjusters and attorneys to satisfy the needs of the requestor(s).
• Creates and implements internal administrative protocols (data entry, scanning, faxing, photocopying, filing, archiving, etc.) to maintain the organization of the department. follow up is completed in a timely manner
Account Manager Representative
H&R Block - Lumberton, NJ
December 2007 to May 2008
• Handled escalated calls, cases and inquiries from clients while ensuring client satisfaction pertaining to sensitive issues.
• Scheduled client appointments, notated customer complaints and/or concerns. Contacted customers regarding any missing information or contact information to update accounts.
• Managed client communications within all call handling, quality measurement, and Contact Center metrics.
• Interacted with clients, coworkers, and management in a professional, honest manner. Observed and reported call trends using appropriate channels.
• Displayed a willingness and patience to service each client with respect and professionalism.
• Perform other duties as assigned.
Customer Service Representative
Directech of DTV - Branchburg, NJ
February 2004 to June 2006
• Scheduled and dispatched workers, work crews, equipment, or service vehicles to appropriate locations per customer requests, specifications, or needs, using radios or telephones.
• Relayed work orders, messages, and information to or from work crews, supervisors, and field inspectors using telephones or two-way radios.
• Conferred with customers or supervising personnel to address questions, problems, and requests for service or equipment. Arranged for necessary repairs to restore service and schedules.
• Overseen all communications within specifically assigned territories. Monitored personnel and/or equipment locations and utilization to coordinate service and schedules.
• Recorded and maintained files and records of customer requests, work or services performed, charges, expenses, inventory, and other dispatch information. Administrative Assistant
Robert Plan Insurance Company - Edison, NJ
September 2001 to January 2004
Serviced client accounts by creating bar codes, scanning files into various database systems, and preparing closed files for archiving.
• Gathered information from clients, maintained insurance records, prepared documentation, handled mail, and correspondence, and performed other duties as assigned.
• Performed many administrative and office support duties which included fielding telephone calls, receiving, and directing clients, word processing, and filing.
• Organized and prioritized daily/weekly tasks and communicated with team members to make sure that the requests of internal operation and external clients were completed to satisfaction. Education
Diploma
New Brunswick High School - New Brunswick, NJ
Skills
• ACCESS (Less than 1 year)
• EXCEL (2 years)
• LOTUS NOTES (Less than 1 year)
• MICROSOFT OFFICE (Less than 1 year)
• MS OFFICE (Less than 1 year)
• MULTI-TASKER (10+ years)
• ORGANIZATIONAL SKILLS (Less than 1 year)
• Microsoft Excel
• Microsoft Word
• Microsoft Outlook
• Databases
• Account Management
• Word Processing
• Customer service
• Call center
Certifications and Licenses
Driver's License
Additional Information
AND INFORMATION
• Skilled and proficient with Microsoft Office applications (Word, Excel, Outlook, and Access), Med Logix, the Internet, and knowledgeable in Lotus Notes.
• Excellent computer, analytical, oral communication, and organizational skills. Ability to work in a fast a paced environment and well under pressure.
• Composed and professional demeanor, resourceful and reliable worker, adept multi-tasker, and promotes positive behavior.
• Self-motivated, team oriented, and equipped to work independently.
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