Customer Service Representative

Rhonda A. Hetrick

561-***-**** ***********@*****.***

Professional Experience

Customer Service Representative / QA Supervisor

Momentico, Boca Raton, FL

November 2020 – Present

●Provided customer service for Medicare Advantage Sales, Genetic Testing, Online RX Delivery, and Final Expense.

●Trained new hires and led team training for Medicare Advantage and other product lines.

●Handled sales, customer escalations, retention, order processing, insurance verification, and triage.

●Managed remote and in-office tasks, ensuring customers received the best product for their needs.

●Increased sales by identifying alternative product offerings when Medicare Advantage was not appropriate.

Corporate Recruiter

RCI Recruitment Solutions, Boca Raton, FL

July 2019 – May 2020

●Recruited candidates nationwide for full-time, temporary, and contract roles.

●Worked with clients such as FedEx, Colorado Children’s Hospital, Sav-A-Lot, Emerson Automation Solutions, and AT&T.

●Managed full-cycle recruitment: sourced, interviewed, and onboarded new hires.

●Coordinated with hiring managers to determine candidate qualifications and requirements.

Collections Agent / Claims & Billing / Accounts Receivable

National Auto Protection, Boca Raton, FL

May 2017 – July 2019

●Processed claims for auto and home warranty services and managed collections for past-due accounts.

●Negotiated payment plans, achieving a 97% success rate in securing past-due payments.

●Managed Accounts Receivable by tracking and processing outstanding payments.

●Ensured accurate data entry for customer information and claim processing.

Recruiter / Customer Service Representative

ACG, Boynton Beach, FL

May 2015 – 2017

Performed full-cycle recruiting, sales, and customer service tasks in a call center environment.

Managed inbound and outbound calls, tech support, retention efforts, and customer inquiries.

Processed orders, provided insurance verification, and scheduled appointments and dispatch(ing)

Worked remotely and on-site for various clients, including Electric Companies, Plumbing Companies, Heating +Air Conditioning Companies (HVAC), Cable Companies, Pharmacies, Doctor Offices etc

Hair Salon Manager

Scarlett O'Haira’s Salon, West Palm Beach, FL

May 2011 – May 2019

Managed daily operations, client appointments, and customer service.

Supervised staff, managed payroll, and handled bookkeeping and inventory management.

Ensured a high level of customer satisfaction and effective salon operations.

Customer Service Representative

ACG, Boynton Beach, FL

May 2011 – May 2013

Provided customer service, collections, and sales support in a multi-functional call center.

Assisted with inbound and outbound sales calls, customer service inquiries, and tech support.

Managed order processing, data entry, insurance verification, appointment scheduling/ dispatch for various clients, such as Electric Companies, Plumbing Companies, Heating + Air Conditioning Companies (HVAC), Cable Companies, Pharmacies, Doctor Offices etc

Skills

Core Skills:

• Customer Service

• Sales & Retention

• Medicare Advantage Plans

• Accounts Receivable

• Recruitment & Onboarding

• Collections & Billing

• Insurance Verification

• Order Processing

• Data Entry

• Escalation Support

• Quality Assurance (QA)

• Tech Support

• Call Center Management

• Remote Work Experience

• Training & Development

• Microsoft Office

• Google Workspace

• CRM Systems: Fishbowl, Salesforce, Service Titan, Zendesk, Ring Central, Call Shaper,

• Microsoft Teams

• Slack

• Zoom

• Google Meet

• Autodialers

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