Customer Service Representative Resume

SUMMARY:

Dynamic sales professional with more than 20 years of experience in customer service supporting business development teams, completing and closing sales cycles within inbound and outbound call - center settings.
Excels in key areas including listening to and interpreting customer needs, articulating product benefits and solutions as well as surpassing performance initiatives.
Trains and contributes to staff development, supports multiple production areas and improves processes.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential

Customer Service Representative

Responsibilities:

Supports 3 sales performance areas, Electronic Health Records, Stimulated Medical Encounter and In Home Assessment
Supervises 6 team members and trains new employees on effective phone skills, service offerings and product knowledge
Mentors existing staff, coaches underperforming team members and steps in to boost sales in tier 1, and tier 2 records support divisions
Outperformed first quarter objective by 22%, tracking a 30% increase over projected new revenue for 2016
Engages members to ensure their understanding of prescribed medications, dosing, and behaviors that support disease management
Follow-up with members to schedule wellness visits, set appointments and to inform them of clinic locations
Ensures medical data is accurately coded and input into the systems to support correct billing for associated physicians and insurance companies
Produced $4 million in sales for 2015 projecting 26% increase for 2016 while meeting strict deadlines and call time requirements

Confidential

Customer Service Call Center Lead / Collections Representative

Responsibilities:

Responsible for supervising, training and mentoring a 4 person call center while meeting production quotas
Answered in bound telephone inquiries and emails as well as placed outbound collection calls averaging a combined total of 80 to 100 outreach efforts per day
Processed more than 7 loans per month

Confidential

Administration Assistant

Responsibilities:

Received and tracked 100-150 incoming customer calls daily, maintained detailed call records of all merchant activity and categorized inquiry calls
Prepared, reviewed and approved compliance levels of freight related contracts
Collected, compiled, tracked and maintained all company billing and credit transactions
Verified accuracy of orders, special requirements, monitored timelines to ensure consistency in quality and delivery
Organized, catalogued and tracked 200-300 orders per month equivalent to 50% of the company’s overall order volume

Confidential

Collections Servicing Rep / Payment Processor

Responsibilities:

Assisted the vice president in scheduling meetings and conference calls, preparing letters, reports including charts and diagrams and composed memoranda,
Increased loan processing performance by monitoring loan packages to ensure there were no gaps in documentation for merchant accounts
Acted as the liaison ensuring processing needs were communicated and understood between the executive team and the loan officers
Prepared and processed mortgage contracts for loan officers, researched and sourced documentation supporting account activity of more than 45-60 entries per day per merchant account from
Requested and analyzed applicant credit reports, reviewed for eligibility requirements and submitted to loan packages to underwriting
Resolved 30-50 misapplied loan payment errors per day
Assisted customers with questions regarding sold loans, collecting payments in escrow, applying payments to bill pay, and researched and contributed to the resolution of drop box and lockbox issues