Customer Service & Billing Specialist

Lorri Goff ************@*****.***

Phoenix, AZ ***29, USA 602-***-****

Summary

Dynamic customer service professional with over 8 years of experience in account setup, billing inquiries, and high-volume call management. Proven expertise in troubleshooting, customer issue escalation, and maintaining regulatory compliance. Adept at fostering trust and collaboration, ensuring efficient resolutions and exceptional customer care in both call center and related environments, perfectly aligning with insurance service needs.

Education GED

Pima County Adult Education July 2005

Work Experience

Customer service representative Maximus • Phoenix, AZ September 2021 to April 2026

Prioritized Medicare billing and claim support, expanded chat handling and account troubleshooting

•Assisted Medicare beneficiaries with billing and claim issues, resolving complex inquiries

efficiently

•Managed up to 50 customer chats daily, providing timely and accurate support

•Troubleshot account errors to maintain customer satisfaction and account accuracy

•Supported account creation processes to facilitate new customer onboarding

Customer Service Representative

Consumer Cellular North Phoenix Office • Phoenix, AZ

July 2020 to June 2021

Emphasized account setup, issue resolution, privacy compliance, and escalation handling

•Set up and activated cellular customer accounts, ensuring seamless onboarding and service

initiation

•Reviewed account and service histories to identify and resolve customer issues promptly

•Maintained strict privacy and security compliance with company policies

•Documented customer interactions to improve follow-up accuracy and service continuity

•Escalated technical and billing issues to supervisors for timely resolution

•Probed customer needs to recommend appropriate service plans and devices, accurately

inputting data

Customer Service Representative

TTEC • Phoenix, AZ

February 2017 to November 2019

Highlighted support to account managers, privacy adherence, and customer issue escalation

•Assisted approximately 40 Inside Account Managers daily with shipping and billing inquiries,

enhancing team efficiency

•Set up and activated customer accounts to streamline onboarding

•Reviewed account and service histories to identify and resolve issues quickly

•Documented customer conversations to track requests and solutions, ensuring service continuity

•Escalated customer concerns and inventory issues to supervisors for prompt action

•Maintained compliance with privacy and security regulations from TTEC and FedEx

•Asked probing questions to accurately determine service needs and reduce errors

Warehouse Associate

Integrity Staffing Solutions Amazon • Phoenix, AZ

October 2017 to December 2017

•Prepared and labeled inventory for shipment, ensuring accurate and timely delivery

•Conducted cycle counts and audits to maintain precise inventory records

•Examined shipments for damage and reported issues to management for resolution

•Maintained clean and safe work areas to support operational efficiency

•Picked and packed merchandise to fulfill customer orders accurately

Skills

Customer complaint resolution Call center experience

Phone etiquette Customer issue escalation Billing issue inquiries

Live chat

Time management Task prioritization Customer service Technical support Typing

Microsoft Office Organizational skills Account setup Computer operation

Languages English

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