Experience

Receivables Performance Management

• United States
• Accounting
• 1 - 100 Employee

• Customer Service Supervisor

  • 2012 - Present

  Responsible for answering customer service inquires including escalated support via phone & email. Coached and train new team members & help establish customer service standards for the department. Responsible for answering customer service inquires including escalated support via phone & email. Coached and train new team members & help establish customer service standards for the department.



Mrs. C’s Cleaning

• Phoenix, Arizona, United States

• Customer Care Supervisor/Outside Sales

  • 2010 - 2011

  Answering and resolving customer service inquires via phone and email, escalated client resolution/retention, managing and distributing customer invoices, and training new staff. Charged with locating and establishing new, high profile accounts resulting in substantial revenue gains for our business. Answering and resolving customer service inquires via phone and email, escalated client resolution/retention, managing and distributing customer invoices, and training new staff. Charged with locating and establishing new, high profile accounts resulting in substantial revenue gains for our business.



Webloyalty

• Switzerland
• Technology, Information and Internet
• 1 - 100 Employee

• Customer Care Professional

  • 2009 - 2010

  Resolving escalated customer service inquiries via phone & email including managing and maintaining a proactive customer FAQ tool. Also responsible for training new team members & successfully completing many special projects for the business which were under strict and time sensitive deadlines. Resolving escalated customer service inquiries via phone & email including managing and maintaining a proactive customer FAQ tool. Also responsible for training new team members & successfully completing many special projects for the business which were under strict and time sensitive deadlines.



Premera Blue Cross

• United States
• Insurance
• 700 & Above Employee

• Customer Service Representative

  • 2007 - 2009

  Provided direct customer support for insurance related inquires in a high volume call center. Effectively resolved all patient billing questions and concerns as well as helped explain coverage and benefit details to patients. Provided direct customer support for insurance related inquires in a high volume call center. Effectively resolved all patient billing questions and concerns as well as helped explain coverage and benefit details to patients.



IGOR

• Phoenix, Arizona, United States

• Customer Service Executive

  • 2004 - 2007

  Managed a total of 20 CSR Agents & and all day to day functions of the customer service department. Department successfully resolved an average of 20 calls per hour with a 97% call quality assurance. Directly responsible for handling escalated/tier 3 customer service incidents. Managing duties included coaching/mentoring CSR staff, establishing department policies and procedures, working directly with executive teams, and implementing our company vision for a customer focused, high quality, and profitable service department. Show less