Remote-Work Customer Service Professional with 20+ Years Experience
Resume:
Emerald Murphy
Reliable,Dynamic, professional customer service and Support Specialist
San Diego, CA 92114
**********@*****.***
Professional Summary
Dedicated customer service representative with motivation to maintain customer satisfaction and contribute to company success. Highly enthusiastic with 4+ years client interface experience. Results- driven with proven ability to establish rapport with clients. Personable and responsible with 5+ years of experience working in fast-paced environments. Solid team player with great positive attitude. Authorized to work in the US for any employer
Work Experience
Cleaner
Shiftsmart-San Diego, CA
July 2023 to Present
• General cleaner and Merchandiser at local Circle k and United Pacific gas stations.
• Assisting with cleaning and stocking shelves
• Stocking cold cooler
• Taking out all trash
• Complete all tasks on task list on app.
General Cleaner
San Diego Convention Center-San Diego, CA
September 2024 to September 2024
• General cleaner for twitchcon event.
• Cleaning production booths of trash
• Assisting set up of booths for production
• Assisting of take down displays at end of event. Cleaner
San Diego Convention Center-San Diego, CA
July 2024 to July 2024
• General cleaner for Comicon.
• Taking out trash from all production booths.
• Assisting with set up of feature game booths.
• Providing general information and directions to certain booths.
• Keeping all areas clear of trash or debris.
New York State Emergency rental assistant
AnswerNet-Remote
March 2022 to June 2022
• Helping new York state individual households pay their rent and utilities during the corona virus period.
• Assisting with information about the program.
• Assisting with the application as well as filling out the form with applicant over the phone.
• Assisting with eligibility.
San diego Community Power / SDG&E Customer Service Agent AnswerNet-San Diego, CA
February 2022 to June 2022
• Provided assistance to clients
• Answered phone and assisted customers with changes
• Maintained up-to-date knowledge of customer accounts
• Explained products and benefits
• Provided excellent technical support
• Resolved billing issues or inquiries
• Confirmed payments
• Educated customers on environmental Issues
• Opting out customers
• Resolving customer's problems in a timely but very professional way
• Ability to de escalate an irate customer
• Confirmed payments, refunds, etc.
• Resolved payment and order disputes
Remote Customer Service/Vaccine Verification Operator Adecco/Accenture/Kaiser Permanente-San Diego, CA
September 2021 to November 2021
Responsible for answering and doc umenting all incoming contacts to determine their nature and to respond to calls related to the correct department. Profes signally responding t o inquiries from internal and external customers. Demonstrating skills that are consistent with the philosophy of the orga nization, by provi ding extraordinary nary customer service, relations and quality service. Primar y d uti es include, but not limited to:
Call Handling, first call resolution,
Member Retention n
Maintaining compliance of the pr principles of responsibility by no t disclosing any pati ents PHI.
Effectively interact with diverse work units an d has a great understanding of assigned skills to c complete a wide range of tasks.
Perform all other duties required in a timely effi cient manner. New York State Emergency Rental Assistance Program Operator CERDIA INVESTMENTS/ANSWERNET-San Diego, CA
June 2021 to July 2021
Responsible for receiving calls and responds to inquiries and requests for assistance. Taking inbound calls to set up applications to get assistance with rental and utility arrears occurred due to the Covid-19 Pandemic/Crisis. Providing Customer service while filling out applications for callers. Answering any and all callers inquiries.
Remote Corona Virus Vaccine Hotline Operator
CERDIA INVESTMENTS/ANSWERNET-San Diego, CA
February 2021 to May 2021
Responsible for receiving calls and responds to inquiries and requests for assistance. Taking inbound calls to set up appointments to get the Corona Virus Vaccine in New York state. Providing Customer service
Answering any and all callers inquiries.
Scheduling and Reschedule vaccine appointments.
Providing updated information about vaccine locations and availability. Remote Anthem insurance switchboard operator
Butcher & Christian-San Diego, CA
October 2020 to May 2021
Responsible for receiving calls and responds to inquiries and requests for assistance. Primary duties may include, but are not limited to: Identifies problem, troubleshoots, and provides advice to assist callers. Understands the company's structure and how to direct the calls to the appropriate area. 3+ years related experience; or any combination of education and Customer Service Multi-Tasking
Call Center Experience Preferred
Windows 10 and Microsoft Office experience, which would provide an equivalent background. have quiet dedicated place at home to work
have basic computer skills
Associate Will be 100% Work At Home Must Have Dedicated Private Office Space Installed High Speed Internet - Plug Directly Into Router High Level of Technical Experience Closer
J & E Collections-Riverside, CA
February 2018 to June 2019
Inbound customer collections/ arbitration
Financial Services
Results-oriented Sales/Sales Management Professional with outstanding ability to develop and maintain partnering relationships. Expertise in gaining confidence and trust; selecting, training, supervising team; setting and ensuring goal attainment; grasping new product knowledge, policies, and procedures quickly. Understand technology and software programs. Innovative, focused, adaptable and flexible. Communicate effectively with others at all levels. Team Player; strong time management, problem solving, and decision-making skills. Computer proficient Consumer Tax Representative
TPG TAX PRODUCTS GROUP
February 2016 to June 2016
The functions within this job will vary by level, but may include the following: Provides technical assistance to taxpayers by preparing and filing state income and business tax forms; reviews, audits, and edits forms to verify computations and status; resolves refund inquiries and responds to taxpayer inquiries on a full range of tax-related bills and notices; initiates appropriate account actions such as adjustments, transfers, and payment tracers; determines reporting requirements based on business type, activity, and related laws; explains the provisions of various tax laws. Determines cause of taxpayers delinquent status, using tax laws and rules as source materials, and recommends steps needed by the taxpayer to bring them into compliance with the tax law; determines taxpayer responsibility to file delinquent returns and takes necessary action to close delinquent inquiries. Reviews and processes business documents, which may include those for sole proprietorship, partnerships, corporations, limited liability companies, limited partnerships, and others, for correctness and conformity to state laws and rules; computes appropriate fees and identifies and communicates document deficiencies.
Coordinates with other divisions, sections, or agencies as needed to clarify policies and procedures, determine status of individual accounts, issue clearances, and resolve problems; routes requests for materials, publications, or information to appropriate units for processing Seasonal Customer Service Representative
PROFLOWERS-San Diego, CA
May 2015 to June 2015
Described product to customers and accurately explained details and care of merchandise. Recommended, selected and helped locate and obtain out-of-stock product based on customer requests. Answered questions regarding store and products, while maintaining knowledge of current sales and store promotions. Assisted customers with food selection, inquiries and order customization requests.Guaranteed positive customer experiences and resolved all customer complaints. Maintained positive attitude to make customer's shopping experiences memorable and pleasant. Dress Specialist/ Wedding Consultant
DAVIDS BRIDAL-San Diego, CA
April 2011 to August 2012
Described product to customers and accurately explained details and care of merchandise. Recommended, selected and helped locate and obtain out-of-stock product based on customer requests. Answered questions regarding store and products, while maintaining knowledge of current sales and store promotions. Assisting the bride and bridesmaids with dress sizes and dressing rooms. Described different styles and different designer differences in size and fit. Providing undergarments, shoes, and other accessories. Received multiple reviews acknowledging my level of dedication to excellent customer service. Guaranteed positive customer experiences and resolved all customer complaints. Maintained positive attitude to make customer's shopping experiences memorable and pleasant. Customer Service Representative
DIAL AMERICA-San Diego, CA
May 2010 to September 2010
Implemented new processes and systems for improving customer service satisfaction. Provided customer service for an average of 60 calls per day, answering customer inquiries, solving problems, and providing new product information. Described product to customers and accurately explained details and care of merchandise. Answered questions regarding store and products, while maintaining knowledge of current sales and store promotions. Computed accurate sales prices for purchase transactions. Provided an elevated customer experience to generate a loyal client. Maintained positive attitude to make customer's shopping experiences memorable and pleasant. Achieved high sales percentage with consultative, value- focused customer service approach. Worked under strict deadlines and responded to service requests and emergency callouts. Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. Processed daily invoices and billed renewed invoices to clients.
Marketing Consultant
CALIFORNIA MARKETING-San Diego, CA
August 2009 to April 2010
Developed new customer relations through telephone contact and sales activity. Assist Homeowners in Loan Modification inquiries.
Helping Customer's in Credit Card Debt reduce payment plans. Qualification Screening Process for Loan Modification's and Consolidated Credit Card Debt programs. Provided customer service for an average of 60 calls per day, answering customer inquiries, solving problems, and providing new product information. Excelled in exceeding daily credit card application goals.
Seasonal Customer Service Representative
PROFLOWERS-San Diego, CA
April 2008 to May 2008
Described product to customers and accurately explained details and care of merchandise. Recommended, selected and helped locate and obtain out-of-stock product based on customer requests. Answered questions regarding store and products, while maintaining knowledge of current sales and store promotions. Computed accurate sales prices for purchase transactions. Provided an elevated customer experience to generate a loyal client. Assisted customers with food selection, inquiries and order customization requests. Received multiple reviews acknowledging my level of dedication to excellent customer service. Guaranteed positive customer experiences and resolved all customer complaints. Maintained positive attitude to make customer's shopping experiences memorable and pleasant.
Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot.
Team Member
JAMBA JUICE-San Diego, CA
March 2007 to October 2007
Answered questions regarding the store and its merchandise. Demonstrated use and care of merchandise. Greeted customers and ascertained customers' needs. Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices. Responsible for daily set up of five stations. Accepted payment from customers, and made change as necessary. Assisted coworkers
Assisted in maintaining preparation and service areas in a sanitary condition checked the quantity and quality of received products Cleaned and maintained the beverage area, display cases, equipment, and order transaction area Cleaned and sterilized equipment and facilities Ensured first-in-first-out system with all ingredients labeled and stored properly
Seasonal Telephone Interviewer/Hostess
LUTH RESEARCH INC-San Diego, CA
June 2003 to August 2006
Implemented new processes and systems for improving customer service satisfaction. Provided customer service for an average of 60 calls per day, answering customer inquiries, solving problems, and providing new product information. Directed calls to appropriate individuals and departments. Trained new employees by providing knowledge of specific tasks and policies. Generated new client base growth through website inquiries and an average of 65 cold calls per day. Cross-trained and provided back-up for other customer service representatives when needed. Education
R.O.P Program in Family Home Daycare Owner/Teachers Assistant Mesa Community College - San Diego, CA
June 2018 to March 2019
Certificate of Completion in Medical Office Billing and Insurance Coding Grossman College R.O.P La Mesa
2008
High school diploma or GED
Skills
• Medical scheduling
• ICD-9
• Multi-line Phone Systems (10+ years)
• Customer Service (10+ years)
• Call Center (10+ years)
• Anatomy Knowledge
• ICD-10
• CSR (10+ years)
• English
• Sales Management (6 years)
• Typing (10+ years)
• Cold Calling
• Financial Services (8 years)
• Communication skills
• QuickBooks
• Customer Care (10+ years)
• Data entry (10+ years)
• Medical records
• Medical Billing
• Documentation review
• Office Management (5 years)
• Accounting (4 years)
• Microsoft Windows (10+ years)
• Computer skills
• Medical Coding
• Word processing (8 years)
• Medical Office Experience
• Cash handling
• Phone etiquette
• CPT Coding
• ICD coding
• Commercial Cleaning (10+ years)
• HIPAA
• Customer Support (10+ years)
• Insurance Verification
• Clerical Experience (10+ years)
• Medical Terminology
• Tax Experience (5 years)
• Transcription
• Quality Assurance
Certifications and Licenses
Medical Billing and Coding
June 2019 to Present
Enrolled Agent
Assessments
Customer service — Proficient
December 2021
Identifying and resolving common customer issues
Full results: Proficient
Customer focus & orientation — Proficient
December 2021
Responding to customer situations with sensitivity Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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