Customer Service & Billing Specialist
Resume:
Shirley Easterling
Bethlehem, PA *****
*******@*****.***
Professional Summary
To obtain a position that will utilize my skills, abilities, and experience to contribute to the company's success.
Authorized to work in the US for any employer
Work Experience
Customer Service Agent - Call Center
Reliance First Capital-Bethlehem, PA
October 2023 to Present
Made outbound calls to prospective borrowers seeking their interest in financing their mortgage Patient Billing Representative
iQor-Bethlehem, PA
April 2017 to August 2020
Answer inbound calls, Provide patients and providers with billing and claim information, explain providers billing, move payments, adjust balances, open investigations to correct coding or dispute a claim, verify insurance information
Schedule Coordinator
Lehigh Valley Health Network-Allentown, PA
December 2015 to August 2016
Responsible for scheduling patients for diagnostic testing including sleep studies, preadmission testing, and audiology. Also transcribed orders. Answered patient inquiries. Customer Service Rep
Capital Blue Cross-Allentown, PA
April 2006 to June 2013
Provided premier customer service on inquiries to help resolve customer questions and concerns on claims and benefits by actively listening, communicating clearly and concisely, and assuring customer understanding.
Customer Resource Manager
IBM Global-Bethlehem, PA
November 2004 to January 2006
Same responsibilities as with Dun & Bradstreet (below). Customer Resource Manager
Dun & Bradstreet-Bethlehem, PA
April 1999 to November 2004
• Managed inbound calls by identifying needs from both internal and external and external customers and delivering services to meet those needs.
• Responded to online customer inquiries via e-mail.
• Help grow direct revenue through sales of self awareness products, by consulting with customers on appropriate products and services to help their businesses.
• Help grow indirect revenue through sales lead generation, identifying sales leads for the credit, marketing, and collections departments.
• Responsible for updates/corrections of business information reports as well as report creation.
• Assisted subscribers with report orders as well as billing inquires, usage adjustments, contract -- information and product and/or delivery concerns.
• Provided back up support for tine international department. Education
diploma
Northampton County Community College-Bethlehem, PA April 1993 to April 1994
Upper secondary education
High school diploma or GED
Skills
Filing Client relationship development Sales negotiation Problem-solving Microsoft Word Customer support Radio communication systems Handling customer inquiries Time management Phone communication Greeting customers Customer communication Call center agent experience Attention to detail Microsoft Teams Lead generation Lead Tracking Transportation planning Regulatory compliance Data entry in Excel Typing Maintaining an organized workspace Excel data analysis Data verification Upselling Customer acquisition Multitasking Customer issue escalation Email outreach prospecting Microsoft Office Windows Organizational skills Order tracking Call center experience Client interaction via phone calls Active listening Packing Sales Customer service Managing customer accounts Prospecting Telemarketing Serving Initial Contact (sales skills) Clean workspace maintenance Total calls (success metric) Closing sales Schedule management CRM system proficiency Confidential information handling Google Calendar Text messaging Data entry Medical collection SAP CRM Customer inquiry handling Google Workspace Financial services Order entry Phone call management English Insurance Verification Objection handling (sales technique) GPS Computer operation Appointment scheduling Communication skills Computer skills Administrative experience Database systems 10 key typing Data sorting Conducting sales calls Customer relationship building Dispatching Client referrals Microsoft Excel Account management
Languages
• English
Certifications and Licenses
Driver's License
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