Remote Support & Customer Guidance Specialist
Resume:
Joyce E. Lipps
**** ******* ***. **********, ** *7406
Phone- (Cell) 336-***-****
Email: **********@*****.***
Education:
Ben L. Smith High School
South Holden Road
Greensboro, NC 27407
My salary and benefit terms are open and negotiable. References will be made available upon request.
Professional Experience:
September 2018-December 2025
Ralph Lauren-
201 N. Pendleton Street
High Point, NC 27260
Supervisor: Rickey Watts
Position: Customer Service Representative
Responsibilities:
Answering all incoming calls, emails and chats to assist customers with an issue and solve problems to the best of my ability
Assist customers with inquiries regarding the status of their order, their return, their price adjustment, and/or their refund
Assist customers with placing orders, suggesting similar items if an item is currently out of stock, providing discounts and/or promotion codes when applicable, issue credits for missing returns, price adjustments, and refunding shipping costs if necessary Assist customers with tracking the progress of their order, including assisting with tracking the delivery of their order
Contact FEDEX, UPS and/or USPS regarding missing orders, including working with those company's representatives to begin disputed delivery investigations (no longer necessary) Updating customer databases with thorough profiles and notations for every contact with a call, email or chat
Accurately completing and submitting documentation to provide customers with a resolution to solve issues or problems with their order
Verify with customers that all their needs, questions and concerns were addressed Accepting and completing all other tasks assigned
October 2017-September 2018
Alorica
4336 Federal Drive
Greensboro, NC 27410
Supervisor: Reggie Salaam
Position: Customer Service Representative-Samsung
Responsibilities:
Answering all incoming calls to my extension and solve the customer's problem/issue to the best of my ability
Troubleshoot technical problems that customers may be currently having with their appliances Save the Sale by offering technical support, damage allowances and/or compensation when requirements are met by customers
When necessary process returns and/or replacements of customers appliances When requested by the customer, make changes to delivery dates, verify delivery dates and provide 4 hour window if scheduled by transportation company Verify with customers that all their needs, questions and concerns were addressed Conduit Global
October 2016-May 2017
5020 Millstream Avenue
McLeansville, NC 27301
Supervisor: Stephanie Morehead
Position: Customer Service Representative/Payment Poster in the Prepaid Department Responsibilities:
Answering all incoming calls to my extension and solve the customer's problem/issue to the best of my ability
Troubleshoot technical problems that customers may be currently having with their phones When requirements were met by customers, issue credits to re-activate their phones for that month while reminding customers that they must make the next month's payment in full on time Verify with customers that all their needs, questions and concerns were addressed Aurora Diagnostics
October 2015-August 2016
706 Green Valley Road
Greensboro, NC 27408
Supervisor: Tina Cline
Position: Payment Poster
Responsibilities:
Accurately enter payments received from insurance companies (such as Blue Cross Blue Shield) for designated pathology practices and/or hospital services. Payments were entered according to the explanation of benefits received along with the corresponding payment. This information was printed out daily by the team leader and distributed to each team member according to the pathology practices assigned to them.
In June, the entire process used for entering payments received from insurance companies was changed from printing out batches of payments, EOBs, and correspondence to essentially an electronic paperless processing system.
All team members were required to balance the payments entered that day to the Excel spreadsheet provided by our supervisor for our designated pathology practices. I consistently and accurately completed and balanced these payments daily, allowing me to complete my portion of the Excel spreadsheet.
We were also tasked with completing and scanning all correspondence received from insurance companies within 5-7 business days of the week it was received, processing refunds(insurance/patient) . Conifer Health Solutions
January 2011-October 2015
3515 West Market Street
Greensboro, NC 27407
(this location has since closed)
Supervisor: Joan Rich
Position: Customer Service Representative
Responsibilities:
Answer incoming calls from patients regarding their billing statements and explain why they may still have a balance to pay after their claim was processed by their insurance company Help patients understand the explanation of benefits they received from their insurance companies Enter credit card payments from patients into the various websites that doctors' offices wanted to be used for payments, then mail, or email confirmation authorizations regarding their payments. Learn and understand the different procedures used for each revenue cycle management client that Conifer contracted with because each client required specific procedures implemented and followed Train new employees on the specific procedures required according to the client assigned to that employee
Assist other team members with correspondence received either by mail or fax Cornerstone Healthcare
09/2007-04/2010
4515 Premier Drive
High Point, NC 27265
Supervisor: Linda Hicks
Position: Front Office Representative
Responsibilities:
Check in/check out patients
Collect co-payments and full payments for uninsured patients Verify and enter new patient demographic information into EMR database and Allscripts database Verify patient's insurance including:
Workers Compensation, verify Medicaid and Carolina Access eligibility Schedule patients on Urgent Care schedule
Schedule patients on other physician's schedules as instructed Schedule follow up appointments by phone or at checkout Answer patient's phone inquiries, then return patient's calls with appropriate answers in a timely manner
Balance payments, including cash, checks and credit receipts daily Close out batches and settle credit card machines daily Work overtime whenever necessary, including nights and weekends
Contact this candidate