Customer Service & Billing Leadership Specialist

Lisa Decker

**** ****** *****, ******, ** ***** US • 419-***-**** • ************@*****.***

Motivated Customer Service specialist.

Ensured quality without compromise.

Refined workflows for efficiency.

Resolved complex billing issues.

Continuous improvement advocate.

Troubleshooting and problem-solving skills

Multi-channel customer support (phone, email, chat) Standardized Response Template Development

Positive customer experience cultivation

Empathy in Customer Interaction

Multitasking and organizational skills

Time Management and Prioritization

Data entry and documentation accuracy

Team collaboration and support

Customer feedback analysis and follow-up

Customer Service Representative - April, 2004 to April, 2015 Promedica - Toledo

Received reconigtion for maintaining a 98% customer retention rate. Exceeded monthly Customer Intakes

Resolved public complaints.

Resolved issues promptly and efficiently.

Efficiently managed call prioritization.

Prioritized customer follow-up.

Maintained high service standards.

Operated in a fast-paced retail environment.

Navigated difficult conversations with emotional intelligence. Improved service quality.

Improved service quality.

Customer Service Supervisor - April, 2004 to March, 2025 Promedica - Toledo, OH

Achieved excellence in customer satisfaction.

Mentored team members on conflict resolution best practices. Provided coaching to team members.

Improved team efficiency through targeted training. Improved service speed.

Maintained optimal efficiency.

Resolved escalated customer complaints.

Implemented follow-up processes.

Improved team efficiency.

Managed escalations.

Conducted weekly performance review sessions.

PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Third party Biller - April, 1991 to April, 2004

Medicare Orthopedic - Findlay, OH

Ensured transparency and compliance with [Regulation]. Kept detailed logs of customer interactions.

Partnered with the customer service department.

Distributed Final Demand Letters.

Resolved discrepancies.

Analyzed debtor financial statements.

Advised customers on credit standing.

Recovered client accounts from bankruptcy.

Utilized empathy and persuasion skills.

Legal Assistant - Associate of Applied Science - 1995 Lima Technical - Lima, OH

EDUCATION

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