Experience

Star Leasing Company

• United States
• Transportation, Logistics, Supply Chain and Storage
• 100 - 200 Employee

• Incident Coordinator

  • Apr 2023 - Present

  • Assist customers with over the road semi trailer breakdown incidents via call, email or Star Leasing portal requests, by dispatching commercial auto repair vendors to their location for service • Answer incoming calls and thoroughly notate all topics discussed via Emconex software program • Contact vendors and provide all breakdown information, assuring they're able to service the trailer in a cost effective, timely manner • Document and save all emails, photos, invoices, and estimates in customers' respective Star Leasing portal account • Train new hires on call processes, notation, efficient service and company policies Show less



Capital on Tap

• United Kingdom
• Financial Services
• 200 - 300 Employee

• Collections Account Manager

  • Sep 2022 - Feb 2023

  • Communicated with business credit card holders in arrears via inbound/outbound high call volume, chat, sms and/or email to retrieve delinquent payment via payment arrangements/immediate pay • Escalated and resolved disputes/complaints via corresponding JIRA boards • Data entry of customers' payment history, contact updates and communication notes • Personalized the customer experience by creating new collections/negotiation strategies utilized by my peers; successfully exceeding department target goals • Role Success... Exceeded arrangement goals by having 113% Arrangement Values and 208% Successful Payments with combined average of 161% successful payments received. • Role Success...Began in the Customer Operations role but promoted to Collections Account Manager within 2 months of employment Show less



NexTraq

• United States
• Software Development
• 1 - 100 Employee

• Technical Support Specialist

  • Aug 2021 - Jun 2022

  • Professionally provided customer service and technical support/troubleshooting for NexTraq’s products (i.e. GPS devices, 3 NexTraq Mobile Apps, NexTraq Tracking Web App, NexTraq Billing Web App, Tablets, Accessories and Garmin devices via inbound/outbound high volume calls utilizing SAP, CRM/ Salesforce • Assisted customers with account billing inquiries, processed invoices via NexTraq's billing website, Great Plains and Salesforce for documentation. • Ensured product availabilty, monitored the shipment/receipt of purchase, processed and emailed invoices after completed transaction • Trained customers on dispatching their drivers by utilizing the NexTraq website dispatch software via Garmin devices • Diagnosed and resolved product/service issues by documenting the customer's complaint(s) and followed up to ensure timely resolution • Scheduled Service Appointments with contracted technicians and ensured service provided resolved customer issues Show less



UnitedHealth Group

• Hospitals and Health Care
• 700 & Above Employee

• Customer Service Representative

  • Feb 2021 - Aug 2021

  • Answered 50+ incoming phone calls per day from customers requesting Behavioral Health Benefit questions. • Utlized active listening skills to identify specific questions or issues while documenting required information in computer systems • Assisted customers with navigating United Health Group websites and trained them on how to use them to their benefit. • Researched issues utilizing multiple databases and departments to resolve customer issues. • Helped customers with emotional issues and escalated call to UHG licensed professionals when necessary to help improve their overall mood. Show less



OFS

• United States
• Telecommunications
• 700 & Above Employee

• Senior Customer Care Representative

  • Mar 2017 - Jan 2020

  I have a knack for knowing what people want and executing an elaborate plan to make sure they get it! I have a knack for knowing what people want and executing an elaborate plan to make sure they get it!



Complete Auto Body Detail & Paint

• Smyrna, Georgia, United States

• Bookkeeper/Office Manager

  • Feb 2017 - Dec 2019

  • Performed account management and bookkeeping/accounting responsibilities for an auto body and repair shop • Successfully each invoice for accuracy and maintaining invoicing log • Analyzed marketing trends to increase sales and exposure to different markets via multiple social media platforms • Calculated daily Accounts payable (AP)/ receivable, createdand payroll (via ADP Workforce Now) utilizing Excel and QuickBooks • Maintained a working relationship with shop vendors and ensured timely transactions • Cash, credit, check and digital payments via Zelle, CashApp, GooglePay, ApplePay, etc. Show less



Maximus

• United States
• Government Administration
• 700 & Above Employee

• Quality Assurance Specialist

  • Oct 2014 - Oct 2015

  • Third party call monitoring, scoring, mentoring, training and coaching for Access Health Connecticuts Medicaid recipients • Maintained contact center representative (ccr) performance files via Microsoft Excel • Reviewed and corrected ccr's complete, customer enrollment applications and appeals to assure they are compliant with Access Health Connecticut, HIPPA & Medicaid guidelines • Followed up with customer's regarding calls, emails, and/or faxes relating to their complaint, appeal investigations • Coached ccr's when needed regarding call/documentation to ensure quality changes were made to meet company standards Show less



Informis Health Solutions LLC

• Chicago, IL

• Call Center Quality Supervisor

  • Nov 2008 - Jun 2013

  • Third party customer service call monitoring and grading on a scorecard edited by myself that followed client, CMS/ Medicare and Medicaid compliance • Provided one-on-one coaching, facilitated group training on customer service skills and key performance indicators to maximize call quality • Modified and implemented script enhancements when scripts limited the CSR's ability to provide an excellent call experience • Conducted bi-weekly Calibration sessions with the clients to assess inbound/outbound calls, discuss new policies and new program implementation strategies • Developed, managed, and serviced staffing levels according to SLA and customer requirements • Assisted in hiring, terminations, recommendations for promotions, pay increases and bonuses Show less



Accountants Marketing Group

• Chicago, IL

• Accounting Sales Rep Supervisor

  • Feb 2005 - Apr 2008

  • Business to business appointment scheduling to solicit accounting services to business owners for 12 accounting firms throughout the US • 100 plus calls daily using an auto-dialer system and manual dial • Monitored sales statistics and metrics to ensure sales rep sales goals exceeded pre-set expectations • Taught outbound cold-calling sales techniques for accounting services including bookkeeping and monthly tax preparation, software training & support and payroll • Assisted in the hiring process by pre-screening applications Show less