Experience

Total Health Care, Inc.

• United States
• Hospitals and Health Care
• 100 - 200 Employee

• Contact Center Team Lead

  • Sep 2020 - Present

  Type 45wpm accurately Adheres to and participates in Company’s mandatory HIPAA privacy program / practices and Business Ethics and Compliance programs / practices Proficient knowledge of Medical Terminology; ICD-9 and CPT-4 Codes. Research caller’s issues/problems and find solutions Utilizing our applications for case research Ensuring all internal processes are followed as well as remaining HIPAA compliant Additional responsibilities within scope of position Type 45wpm accurately Adheres to and participates in Company’s mandatory HIPAA privacy program / practices and Business Ethics and Compliance programs / practices Proficient knowledge of Medical Terminology; ICD-9 and CPT-4 Codes. Research caller’s issues/problems and find solutions Utilizing our applications for case research Ensuring all internal processes are followed as well as remaining HIPAA compliant Additional responsibilities within scope of position



Stanley Black & Decker, Inc.

• United States
• Manufacturing
• 700 & Above Employee

• Customer Service Representative

  • May 2019 - Aug 2020

  handling of customer inquiries, sales order maintenance needs and problem resolution. communicate with customers via various channels using designated ERP, operating systems and web-based tools. ability to research answers using multiple resources to satisfy customer inquiries in a timely manner. Effectively and professionally handle all customer inquiries - calls, email, web and fax transactions to ensure satisfaction, while supporting Stanley Black & Decker-s Key Performance… Show more handling of customer inquiries, sales order maintenance needs and problem resolution. communicate with customers via various channels using designated ERP, operating systems and web-based tools. ability to research answers using multiple resources to satisfy customer inquiries in a timely manner. Effectively and professionally handle all customer inquiries - calls, email, web and fax transactions to ensure satisfaction, while supporting Stanley Black & Decker-s Key Performance Indicator-s (KPIs). Show less handling of customer inquiries, sales order maintenance needs and problem resolution. communicate with customers via various channels using designated ERP, operating systems and web-based tools. ability to research answers using multiple resources to satisfy customer inquiries in a timely manner. Effectively and professionally handle all customer inquiries - calls, email, web and fax transactions to ensure satisfaction, while supporting Stanley Black & Decker-s Key Performance… Show more handling of customer inquiries, sales order maintenance needs and problem resolution. communicate with customers via various channels using designated ERP, operating systems and web-based tools. ability to research answers using multiple resources to satisfy customer inquiries in a timely manner. Effectively and professionally handle all customer inquiries - calls, email, web and fax transactions to ensure satisfaction, while supporting Stanley Black & Decker-s Key Performance Indicator-s (KPIs). Show less



PayPal

• United States
• Software Development
• 700 & Above Employee

• Collections Representative

  • Jan 2019 - May 2019

  Deal with customers diligently, courteously and professionally while collecting payments. Initiate strategies for collection processes and procedures. Negotiate payment plans. Respond to customer inquiries. Persuade customers diligently to pay past due amounts. Collaborate with accounts receivables staff regarding collection of payments Deal with customers diligently, courteously and professionally while collecting payments. Initiate strategies for collection processes and procedures. Negotiate payment plans. Respond to customer inquiries. Persuade customers diligently to pay past due amounts. Collaborate with accounts receivables staff regarding collection of payments



Baltimore Gas and Electric

• United States
• Utilities
• 700 & Above Employee

• Customer Service Representative

  • Jul 2017 - Jun 2018

  Responded promptly and answered/resolved customer inquiries and complaints. Investigated and resolved service issues and/or product problems. Worked with administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments. Kept records of customer interactions and actions taken, including - transactions, comments, inquiries and complaints. Supplied customers with written responses and information and… Show more Responded promptly and answered/resolved customer inquiries and complaints. Investigated and resolved service issues and/or product problems. Worked with administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments. Kept records of customer interactions and actions taken, including - transactions, comments, inquiries and complaints. Supplied customers with written responses and information and followed up on customer communications Show less Responded promptly and answered/resolved customer inquiries and complaints. Investigated and resolved service issues and/or product problems. Worked with administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments. Kept records of customer interactions and actions taken, including - transactions, comments, inquiries and complaints. Supplied customers with written responses and information and… Show more Responded promptly and answered/resolved customer inquiries and complaints. Investigated and resolved service issues and/or product problems. Worked with administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments. Kept records of customer interactions and actions taken, including - transactions, comments, inquiries and complaints. Supplied customers with written responses and information and followed up on customer communications Show less



IKEA

• Netherlands
• Retail
• 700 & Above Employee

• Customer Service Representative

  • Jul 2015 - Apr 2017

  Manage large amounts of inbound and outbound calls in a timely manner Follow communication “scripts” when handling different topics Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives Seize opportunities to upsell products when they arise Build sustainable relationships and engage customers by taking the extra mile Keep records of all conversations in our call center database in a comprehensible way Frequently attend… Show more Manage large amounts of inbound and outbound calls in a timely manner Follow communication “scripts” when handling different topics Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives Seize opportunities to upsell products when they arise Build sustainable relationships and engage customers by taking the extra mile Keep records of all conversations in our call center database in a comprehensible way Frequently attend educational seminars to improve knowledge and performance level Meet personal/team qualitative and quantitative targets Show less Manage large amounts of inbound and outbound calls in a timely manner Follow communication “scripts” when handling different topics Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives Seize opportunities to upsell products when they arise Build sustainable relationships and engage customers by taking the extra mile Keep records of all conversations in our call center database in a comprehensible way Frequently attend… Show more Manage large amounts of inbound and outbound calls in a timely manner Follow communication “scripts” when handling different topics Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives Seize opportunities to upsell products when they arise Build sustainable relationships and engage customers by taking the extra mile Keep records of all conversations in our call center database in a comprehensible way Frequently attend educational seminars to improve knowledge and performance level Meet personal/team qualitative and quantitative targets Show less