Customer Service Representative

Johanna E. Veras

**** ****** ******, ************, ** 19124 215-***-**** ***********@*****.***

Broadly experience in financial services and customer care across banking insurance, healthcare and telecommunications industries. Knowledgeable, analytical, and personable with excellence problem solving skills and strengths in areas of credit & collection. Proven ability to achieve goals and improve workflow efficiencies while maintaining the highest standards in customer service and adherence to regulatory guidelines. Proficient in the use of collection and data base system. Demonstrated success record in Proficient with computer software Microsoft Word, Power Point, Outlook, Excel and great typing skills Bilingual in English and Spanish, Strong advocate of team work, performance excellence ability to translate Ability to prioritize and remain focused on the essence of an issue Excellent with customer support services Skilled at learning new concepts quickly while working well under pressure.

PROFESSIONAL EXPERIENCE

Union Car Service Philadelphia, PA

12/08 -05/10

Bilingual Customer Service Representative

Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. Offers alternative solutions where appropriate with the objective of retaining customer's business. Handles business transactions in connection with activation of new customer accounts on a computer terminal. Communicates with customers using web-based tools and demonstrates the associated proficiency in typing and grammar. Makes financial decisions to protect/collect revenues and adjusts customer accounts. May be required to achieve a sale quota. Has broad working knowledge of company practices and operations and demonstrates continued and consistent proficiency in most of the skill sets utilized within the Host Call Center. May assist management with scheduling and tracking of the workforce and vacation schedules in accordance with set Company guidelines and requirements. May assist in training new employees. Performs other duties as assigned by management.

First Consumer National Bank Trevose, PA

02/08-10/08

Collector

Responsible for Handling a high influx of in-bound calls pertaining to the reconciliation and collections of delinquent accounts, either directly or through appropriate channels including payment inquiry and reconciliation & control units. Preventing impending loss and increasing profitability through negotiation and enforcement of scheduled collections campaigns, Ensure compliance with client's credit and collections policies and procedures. Comply with audit requests, Participate in Client leadership meetings. Systematically initiates collection calls and prepares collection letters in accordance with targeted goals and department policy. Maintained bad debt at a percentage level of sales as outlined by department management. Assured timely resolution of reimbursement appeals, reconsideration of reimbursement billings and appeals, and reconsideration of inadequate payment and resubmission of denials.

The Signal, Wayne, Pennsylvania

12/06-01/08

Customer Service Representative

Responsible for handling incoming calls in a high volume Sales and Service environment. Responsible for attending meeting and exceeding department standards with respect to the Key Performance Indicators, being able to ensure the Integrity of customer data and correct dispositioning of calls. In charge of educating customers on the features and benefits of the various products and services. Provided World Class, above and beyond customer service. Notified the supervisor of any trends and situations that required further investigation. Answered multi-line telephone, routed calls, and took accurate messages. Responding to client phone calls and investigates researches, analyze and resolve problems.

EDUCATION

La Salle University, Philadelphia, PA; August 2008 – Current (Graduation December 2010)

Liberal Arts & Science Associate

Current Cumulative GPA 3.80

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