Customer Support Specialist with 16 Years Experience

Antoinette Ivey

**.******@*******.*** 919-***-**** Durham, NC

SUMMARY

Dedicated professional seeking Customer Support Associate role with 16 years of experience in collections, accounts receivable, and claim follow-up. Expertise in managing aged claims and insurance claims, providing exceptional customer service, and resolving customer inquiries efficiently. Proven track record in enhancing customer satisfaction and streamlining processes in fast-paced environments. WORK EXPERIENCE

MLS Electric Durham, NC

Inside Sales & Customer Service Representative Apr 2025 - May 2025

• Contacted and engaged potential leads from various platforms, including Find It Duke, Angi's, and Angi Pro.

• Coordinated and scheduled appointments for clients, ensuring efficient use of resources.

• Dispatched technicians to client sites, optimizing routing and minimizing travel time.

• Maintained an organized schedule for technicians, improving service delivery and client satisfaction.

• Facilitated seamless communication between clients and technicians to ensure timely service.

• Enhanced lead conversion by effectively managing and following up on potential client inquiries. Shelia's Transportation Durham, NC

Van Driver October 2024 - Apr 2025

• Transported students safely and punctually between home and school, ensuring adherence to scheduled routes.

• Maintained clear communication with school personnel regarding any schedule changes or student needs.

• Ensured vehicle safety and cleanliness, conducting routine inspections and reporting any maintenance issues promptly.

Fidelity Investments Durham, NC

Financial Customer Associate Aug 2022 - Aug 2024

• Managed a high volume of customer inquiries via calls, emails, and chat, providing timely and professional resolutions to account-related issues.

• Assisted clients with technical support for online banking, including account setup, login issues, and password resets, ensuring smooth access to digital services.

• Educated customers on financial products and services to align solutions with their specific needs while maintaining adherence to security protocols.

• Collaborated with cross-functional teams to enhance the customer experience and maintained detailed interaction records using CRM software for analysis and reference. Duke University Health System

Communication CTR Operator Nov 2018 - Feb 2022

• Managed and processed over 200 calls daily, handling both inbound and outbound communications to ensure efficient connectivity and information relay.

• Facilitated scheduling of doctor appointments while processing patient health information, maintaining strict adherence to confidentiality standards.

• Provided essential support and information to university students, staff, and the public by leveraging on-call schedules and physician rotations.

• Utilized the Epic system to enhance communication and operational efficiency.

• Coordinated paging for on-call doctors and emergency response teams to ensure timely medical interventions.

• Responded to emergency calls and ensured accurate paging to appropriate medical personnel.

• Relayed urgent messages from the hospital to doctors through efficient paging systems.

• Utilized medical terminology in daily communications to ensure clarity and accuracy.

• Collaborated with the main switchboard to efficiently transfer calls to patient rooms and specific departments.

• Employed two-way radio communication to maintain hospital safety and coordinate with maintenance teams. C&D Squeaky Clean Cleaning Services

Customer Service Sep 2017 - Nov 2018

• Ensured quality control by inspecting and verifying the completion and correctness of tasks performed by team members.

• Maintained cleanliness standards by efficiently managing waste removal and performing routine cleaning of restrooms and mirrors.

Duke University Health Systems

Customer Service Representative Jul 2017 - Sep 2017

• Managed the issuance of parking decals and passes while efficiently processing payments and maintaining organized records.

• Facilitated communication by handling phone inquiries and coordinating with students and staff regarding parking-related matters.

Blue Cross and Blue Shield of NC Durham, NC

Customer Service Representative Claims /Call Center Nov 2016 - May 2017

• Handled inbound and outbound calls to effectively communicate and clarify insurance benefit information to members.

• Assisted members by reviewing and explaining claims and benefits to ensure a clear understanding of their insurance coverage.

• Perform detailed analysis and resolution of outstanding A/R balances

• Manage insurance claim follow-up, appeals, and denials resolution

• Review and reconcile patient accounts and insurance payments

• Submit accurate and timely claims to payers (Medicare, Medicaid, Commercial)

• Assist in process improvement efforts for A/R workflows and collections

• Work cross-functionally with billing, coding, and clinical teams as needed

• Maintain documentation of all actions taken and ensure compliance with healthcare regulations

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Almac Pharmaceuticals

Production Operative May 2016 - Aug 2016

• Inspected pharmaceutical products and packaging to ensure integrity and accuracy, verifying the proper labeling and condition of vials, bottles, and packages prior to shipment.

• Managed documentation processes, including the verification of paperwork and ensuring the correct labeling and packaging of pharmaceutical products for distribution. Recall Corporation

Document Preparation Clerk May 2015 - Apr 2016

• Processed and prepared sensitive documents for scanning, ensuring adherence to production procedures and quality standards.

• Collaborated with the COVID-Vaccine Scheduling team, contributing to expedited document processing and achieving record efficiency.

• Received multiple recognitions, including World-Class Call Recognition and Best Customer Service Award, and increased sales by 20% within one month.

Sears

Customer Service Associate Nov 2013 - Jul 2015

• Provided excellent customer service by greeting customers, assisting with their needs, and performing suggestive selling techniques to enhance sales.

• Executed accurate transaction processing and cash handling, ensuring correct pricing and maintaining precise sales, cash, and inventory records.

• Managed administrative tasks including recording employee work hours and efficiently handling incoming calls and internal transfers.

Duke University Durham, NC

Student Supervisor Feb 2012 - Apr 2015

• Managed daily financial operations, including cash handling, deposit preparation, and store opening and closing procedures.

• Supervised and supported student employees to maintain streamlined store operations and deliver effective customer service.

Professional Recovery

Collector, Inbound Call Center/Team Lead Mar 2010 - Sep 2011

• Notified customers of delinquent accounts via mail and phone, soliciting payment and maintaining detailed records of financial statuses and collection efforts.

• Monitored overdue accounts utilizing automated systems, managed correspondence, and performed clerical duties including report writing.

Center Of Employment Training

Office Assistant Apr 2007 - Jun 2009

• Facilitated communication by responding to inquiries, providing information, and addressing complaints for customers and employees.

• Managed administrative tasks including answering phones, directing calls, taking messages, and organizing records of office activities and transactions.

EDUCATION

Phoenix College

Medical records, Medical records

Phoenix, AZ

Dec 2017

CET

Business Office Technology, Business Office Technology Durham, NC

Jan 2008

C.I.S Academy

Diploma of Education

Durham, NC

Dec 2002

CERTIFICATIONS

EPA Universal Certification

SKILLS

Cisco Finesse • Problem Solving • Proficient in the Use of Microsoft Word, Excel, PowerPoint • Steady Pace • Team Work • Team Oriented • Communication • Skills: Organization • Time Management • Microsoft Office Proficiency • Data Entry • Attention to Detail • Customer Service • Multitasking • Confidentiality • Detail-oriented • Organizational

• Independent Work • Cross-functional Collaboration • Analytical Skills • Epic

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