Customer Service Representative

Tiffany Luke

** ******** ***** · Totowa, New Jersey 07512 · ************@*****.*** · 973-***-****

Qualifications Summary

An outstanding Customer Service Professional with over six years of experience that has exceptional and extensive abilities who is seeking a challenging position that offers opportunity for advancement, utilizing broad knowledge and plenty of experience in account management, claims and sales processing, and call-center operations within the transportation, communicative, and banking industries.

Talent for identifying customer needs and presenting appropriate company product and service offerings.

Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.

Expertise in resolving escalated customer service issues.

Secured numerous company achievement awards for delivery of exceptional customer service.

Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft Outlook).

Professional Experience

ICS – Newark, New Jersey 2010 to Present

Customer Service Representative

Provide exceptional service to increase business. Work through adverse situations. Assist clients by listening and delivering needs. Work closely with other departments as a liaison.

Take escalated calls.

Manage customer database.

Order products and keep inventory

QUEST DIAGNOSTICS – Teterboro, New Jersey 10/4/2010 - 10/10/2011 Patient Billing Representative

Investigate and resolve customer concerns in collaboration with respective policy and other departments. Prepare written notation on each account after assisting each client, patient, and/or Third Party insurance. Explain charges of insurance claims; deductible, copay or out of network expenses from Explanation of Benefits.

Handle complex billing issues for the purpose of collecting revenue for the organization. Set payment arrangements.

Manage customer database, product updates; Financial Aid programs to the uninsured and assist team members. Solid team building skills and am COACHABLE.

GATEWAY SECURITY / NEW JERSEY TRANSIT – Newark, New Jersey 7/22/2008 - 7/29/2010 Security Officer/Customer Service Advocator

Serve as Customer Service Assistant for a major transportation company with numerous buses to various towns and cities in 3 states (NJ, NY, CT).

Promoted to lead a team of 3 employees in daily operations. Collaborate with Customer Care’s Head to create strategic plans to enhance customer satisfaction. Provide employees with tools to maintain and increase service levels by giving them advice on how to deal with adverse situations. Assist both internal and external customers/passengers. Work closely with other departments to aid in efficient and timely arrivals and departures of bus operators, clarify information, and distribute bus schedules.

Took customer complaints and de-escalated issues by complete reason.

Implemented and devised alternate routes along the lines of NJT.

Increased employee knowledge by assisting with the development and implementation of product-awareness (NJT offerings).

Exceeded in Customer Service and aid to lower Customer Retention

Received outstanding positive comments from team members, as well as exceptional feedback from the passengers themselves.

BANK of AMERICA - Newark, New Jersey 1/16/2007-8/22/2007

Collector

Provided top-notch service to both internal and external customers. Processed applications and made decisions regarding creditworthiness for the issuing of credit cards. Took payments on 5 – 30 day accounts, answered questions, responded to concerns of reage, and alleviated delicate situations with professionalism and sensitivity. Assisted Officers with leads for home loans and consolidation of debt.

Selected to coach and mentor new customer service representatives after they were hired.

Use systematic tools for more accurate decisions and to determine credit line within approval authority limits.

Achieved perfect score on all phone monitors throughout tenure.

Received Customer Service Merit Award for outstanding recordings of positive customer feedback.

CINGULAR WIRELESS – Paramus, New Jersey 12/19/ 2005 – 3/1/2007

Customer Service Representative

Investigated and resolved customer concerns in collaboration with respective policy and other departments. Prepared written notation on each account after assisting each business end user. Explained charges of monthly invoices and set payment arrangements.

Took escalated calls

Managed Customer database, product updates and upgrades of cellular devices.

Aid in assisting team members to efficiently help customers in a timely manner.

Education and Training

Bachelor of Arts in Political Science · William Paterson University – Wayne, NJ

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