Customer Service Representative

LaWanda Womble

**** *** ***** ***** *** #*** Austell, GA 30168

Cell- 404-***-**** Home- 678-***-****

*************@*******.***

Summary Energetic and creative call/contact center professional that is passionate about customer service with strong leadership, communication and organizational skills

Ability to handle several tasks simultaneously along with excellent interpersonal and communication skills.

Over 15 years of successful hands-on customer service experience in call centers.

Experienced accounts receivable/collection representative in managing A/R balances from 30-180 days past due and portfolio of over 400 accounts.

Computer Skills/Applications

Oracle 11.1

SAP

Microsoft Word/Excel/Access/Outlook/Powepoint

Salesforce.com

JDE PeopleSoft Inc.

GEORGIA Online SUCCESS System

Career History

Part Time Customer Service Rep 2, Adecco (McKesson/Relay Health)

Answered in-bound calls from regarding different aspects of an online prescription claim.

Acted as the after-hours support help desk on different products while demonstrating NCPDP standards.

Used SalesForce.com to track calls with accuracy and well documented notes.

Responsible for responding to product application support questions from customers and pharmacy representatives.

Handles request and research each prescription claim and escalate if necessary. June 2011-

July 2011

Atlanta, GA

Customer Service Representative I, DECO Recovery Management- The Medical Center of Central Georgia

Worked on site with patients at the hospital.

Interviewed patients face to face in the hospital in order to determine eligibility for public aid programs such as Medicaid, SSI, Disability, and Charity.

Followed-up with patients by placing outbound calls and receiving inbound calls from them.

Completed patient applications for SSI and GA Medicaid to forward to Disability Rep for follow-up. October 2010-March 2011

Macon, GA

Family Assistant Specialist, Dover Staffing(Bibb County DFACS-GA Dept. of Human Resources)

Responsible for all intake and ongoing Food Stamp and Medicaid for use of social programs and agency resources for the Department of Family and Children Services.

Prepared and assists applicants in completion of routine intake forms.

Processed applications and/or reviews using appropriate criteria and policies consistently and according to established guidelines.

Interviewed, assessed, and investigated applicants for public assistance.

Recorded and evaluated personal and financial data obtained from individuals. April 2010 -October 2010

Macon, GA

Senior Associate Accounts Receivable Center, IKON Office Solutions

Resolved customer complaints and researched account and billing discrepancies.

Answered in-bound calls from internal and external clients regarding all aspects of IKON Office Solutions and Ricoh Collections.

Provided timely follow-up with customers when expected payment not received.

Prepared invoices and created A/R reports for customers on a timely basis.

Prepared credit, adjustment, or customer refund documentation for account resolution.

Managed A/R balances at current, with minimal DSO’s for specific accounts or ranges of accounts.

Resolved billing issues that have resulted in delinquent payment. January 2006-

June 2009

Macon, GA

Collections Associate Accounts Receivable Center, Spherion Staffing (IKON Office Solutions)

Reviewed aging reports and initiates calls to customers with past due balances to arrange for payment.

Resolved customer complaints and researches account discrepancies.

Resolved billing issues that have resulted in delinquent payment. May 2005-

January 2006

Macon, GA

Administrative Assistant to the Founder, Sisterhood of Middle Georgia, Inc

Assisted the Founder with organization of teen forums and programs.

Responsible for assisting Founder with daily business duties and office operations.

Performed and maintained daily logs, writing correspondence, and other documents. March 2003-

May 2005

Macon, GA

Sales Counselor, GEICO Direct

Answered calls from potential policyholders regarding aspects of GEICO Insurance.

Effectively used Sales Talk application to process applications while having a sales conversation.

Communicated policyholder and product information to customer service representatives and potential policyholders. July 2002-

December 2002

Macon, GA

Customer Service Representative, GE Capital Financial Services

Answered in-bound calls from stores and clients regarding all aspects of HD Credit Programs.

Resolved customer credit inquiries with Home Depot store accounts.

Assisted with e-business with Internet customers commercial and consumer. January 2000-

July 2002

Atlanta, GA

Education Bachelor of Science in Health Services Administration

Macon State College, Macon, GA Expected Grad

May 2012

References available upon request.

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