Customer Service & Technical Support Specialist

Jerrica Morgan

Kansas City, MO ***** +1-816-***-**** *************@*****.***

Professional Summary

Accomplished customer service professional with 14 years of experience in high-volume call environments, specializing in technical support and concierge services. Proven track record in resolving customer inquiries and complaints, enhancing satisfaction, and achieving sales targets. Skilled in managing complex billing issues and providing exceptional service in healthcare and automotive sectors. Committed to leveraging extensive expertise to drive customer success in a remote setting.

Willing to relocate: Anywhere

Work Experience

Mercedes Mbrace Concierge Specialist/ Vehicle Tech support TTEC/PERCEPTA Kansas City, MO

November 2021 to Present

• Assist customers w location downloads

• Assist customers w troubleshooting their vehicles device/ phone app

• Dealer support/ Advance Support

• Stolen vehicle tracking

• Managed a high volume of incoming calls, efficiently directing them to the appropriate departments or individuals

• Scheduled appointments for guests with various hotel amenities such as spa treatments or dining reservations

• Coordinated transportation arrangements for guests

• Assisted in resolving any guest complaints or issues by actively listening to their concerns and offering appropriate solutions

• Maintained knowledge of local attractions, restaurants, events, and transportation options to provide recommendations to guests

• Managed accounts receivable and payable, resolving billing issues

• Communicated effectively with clients regarding their billing statements and payment concerns Claims Specialist

Gravie Remote

January 2025 to April 2025

1. speak w clients and customers about claims

2. verify insurance coverage

3. assist w finding in house network/verify in house network 4. claim status

Health Care Provider

MO Healthcare Kansas City, MO

December 2023 to May 2024

• Collaborated with interdisciplinary healthcare team to develop and implement individualized care plans for patients

• Maintained accurate and up-to-date patient records in electronic health record system

• Provided ongoing support to clients by conducting annual policy reviews and recommending adjustments based on changing needs

• Ensured compliance with regulatory standards related to healthcare delivery including HIPAA, OSHA etc

• Maintained a high level of data accuracy

• Maintained up-to-date knowledge of various coding systems such as ICD-10-CM, CPT, HCPCS Level II, etc., ensuring accurate assignment of appropriate codes

Customer Service Representative

Centrinex Call Center Overland Park, KS

August 2019 to July 2020

• Provided exceptional customer service by promptly resolving issues, and ensuring customer satisfaction

• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance

• Processed loan applications for personal loans, mortgages, and credit cards following established procedures and guidelines

• Achieved monthly sales targets

• Maintained a high level of accuracy when processing financial transactions, minimizing errors and discrepancies CSR - Customer Service Representative

USA 800/Kansas City Kansas City, MO

April 2015 to August 2018

• Accountable for all inbound calls

• Live chat

• Upsell

• Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time targets

• Processed returns and exchanges efficiently, maintaining accurate records

• Resolved escalated customer complaints in a professional manner

• Assisted customers with product selection based on their needs and preferences

• Consistently met or exceeded monthly sales targets by effectively promoting products and services to customers

• Implemented a customer feedback system

CSR Agent (collections)

Convergys Overland Park, KS

February 2013 to February 2015

• Interacted with customers through live chat

• Negotiated payment arrangements with delinquent customers

• Utilized automated dialing systems to efficiently make outbound calls and maximize daily call volume

• Developed strong relationships with customers by providing empathetic and professional assistance during the collection process

• Investigated and resolved customer disputes or complaints regarding outstanding debts

• Maintained a high level of professionalism while dealing with sensitive financial information

• Proactively address overdue accounts before they became delinquent CSR - Customer Service Representative

Pro-Tel Topeka, KS

February 2010 to August 2012

• Handled billing issues and order interacted with customers on phone and in person

• Maintained up-to-date knowledge of customer accounts

• Created call center scripts

• Identified customer pain points and tailored software solutions to meet their specific needs, resulting in increase in customer satisfaction

• Sold dell software

Education

Business (High school or equivalent)

Westport High School Kansas City, MO

August 2002 to May 2006

Skills

Microsoft Dynamics 365 Technical Proficiency Slack Medicare Transportation management systems Active Directory management Customer support experience within finance industry Negotiation Microsoft Office Customer support experience within technology industry Managing teams in a customer support role - Largest customer support team managed (16-20 team members) Network management Large enterprise client interaction Siebel Medical terminology Customer support response time improved (More than 30%) Small business owner customer support experience Medical office experience Microsoft 365 support Microsoft Outlook Customer returns handling Sales Technical support representative experience IT support HTML Creativity Attention to detail Internal employee customer service Client management Customer issue escalation Lending SugarCRM Client services Customer support experience within healthcare industry Customer support experience within retail industry SMS customer support Customer service video conferencing Customer support experience within telecommunications industry Cold Calling Technical user customer support Salesforce Website management International customer service experience Billing issue inquiries Customer service Fraud prevention and detection Windows support Organizational skills Providing product information Customer support experience within government industry Customer support experience within education industry Customer support specialist experience Technical support CRM software Individual consumer customer service Government agency customer support Microsoft Teams Customer support - Customer support experience (16–20 years) Live chat macOS support Typing Technical troubleshooting support Google Workspace Partner customer support Call center agent experience CSS Concierge Copper CRM Prospecting Website maintenance Help desk Additional Information

Authorized to work in the US for any employer

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