Customer Service Continuous Improvement

Kendall J.D Love

*** ********* **** *******, ** *0030 904-***-**** ac1xnn@r.postjobfree.com

Professional

Over five years’ experience delivering exceptional customer service, projecting a professional company image and exceeding company metrics for leading corporate, media and retail organizations. Highly competitive, passionate, persuasive and articulate, able to achieve results others believed to be impossible

Demonstrated success record in:

Branding, managing and positioning product lines.

Distilling value, overcoming objections and maintain service levels

Designing creative training material for new acquisitions and software.

Motivating staff to peak performance levels in previous leadership positions held.

HIGHLIGHTED CAREER ACHIEVEMENTS

A proven track record of successfully leading teams to achieve performance.

“A+” Certification in Windows operating systems.

IC3 certification in basic to advanced networking, Microsoft office programs, pc based hardware and software components.

2009 - Phi-Theta-Kappa International Honor Society.

Excellent leadership, verbal and written communication skills.

Ability to handle escalated situations while remaining poised under pressure.

PROFESSIONAL EXPERIENCE

FCTI February 2016 - Present

Account Billing Analyst

Handle a high volume of customer inquiries with a consistent, accurate, and friendly attitude.

Review and verify all income & asset documentation, in accordance with internal Quality Control procedures, and ensuring all funds are available in each ATM

Perform analysis of bank reports, and conduct liabilities analysis

Maintain and cultivate an effective working relationship with Internal (production staff, branches, other departments) and External clients (borrowers, realtors, etc.)

Review and analyze Collateral documents, such as: Appraisal, Purchase Contract

Process/Continuous Improvement: Identify and respond to ideas for process improvement from team members and facilitate and undertake capitalized continuous improvement activities; may include project participation.

Responsible for reviewing billing memos on a monthly basis, reviewing time and expenses for narrative corrections, transfers needed and miscellaneous maintenance, as well as finalizing the invoices.

Responsible for preparing the file that is to be sent to the client for billing.

Respond to customer escalations quickly, inspiring confidence in service and customer loyalty.

Geek Squad – Technical Support Agent September 2015 – February 2016

Responsible for first point of contact with new and existing clients; including scheduling and modifying appointments.

Solving software related issues like device driver malfunctions, software incompatibility, virus removal, operating system restore, etc.

Triage issues in one on one and telecommunication environments to provide the best and most appropriate service for clients.

Performing accurate needs assessment for clients in both calm and escalated scenarios to find the best solution and then implementing said solution in a timely manner to ensure client satisfaction.

LabCorp

Occupational Testing Services – NCC Customer Service July 2014 - August 2015

Serving as a point of contact for clients and medical review office (MRO) services to assist with attaining reports submitted for drug analysis.

Familiarity with and ability to navigate within the LabCorp LCLS 1100 and LCTX 9000 systems.

Taking inbound calls of at least 100+ calls per day as well as making outbound calls to contact clients, laboratories and patient service centers to gather further information when necessary

Using best phone practices to achieve first call resolution, insure client satisfaction and desired outcome all while maintaining confidential information both internally for LabCorp as well as any patient\client sensitive data.

Corresponding with clients via email and facsimile to resolve larger issues that may require more than one phone call when necessary.

Knowledge of HIPPA guidelines and procedures for both non-regulated and federally regulated drug testing.

Interpret laws, regulations, policies and precedents to disseminate information to the appropriate party based in fact and law.

Able to respond to Client inquiries in an efficient, professional manner using excellent customer service skills.

Thorough documentation of all calls and actions using Customer Service platform.

Provide stellar customer service to all customers and clients.

Aqua America Inc February 2012- July 2014

Customer Service Representative

Customer service including the setup of New accounts both individual and small to medium businesses.

Assisting customers with inquiries regarding billing charges or fees.

Private Water and Sewer Utility inbound call center

Work with the Public Utility Commissions Office to identify, define, and create corporate training plans.

Coordinate the development and promotion of Aqua America’s Regulatory and Quality Consulting and its core services to our customers.

Implementation of global regulatory development, compliance and quality systems solutions that go beyond just meeting regulatory requirements to improve efficiency, mitigating risk and supporting commercial success in the call center.

Collaborate with the Director to develop adequate training for staff on academic support techniques and interventions.

Perform duties and attend meetings as assigned by the Program Director.

Generate and analyze accounts receivable aging report.

Conduct collection calls and/or written correspondence for assigned accounts.

Resolve account disputes, payment, billing and collection related concerns raised by past due customers and resolve issues to customers’ satisfaction.

Set up payment arrangements, extensions and EPPs in line with approved division extension policy.

Handle complaints relating to late fees, collection charges, billing adjustments and other related concerns.

Regularly meeting and exceeding quotas.

EDUCATION

Bachelors of Sciences in Public Health Education,

Degree in Progress

North Carolina Central University, 2015 expected graduation date May 2018

Medical Terminology and Drug Dosage classes completed

Southside Virginia Community College

Registered Nursing Program, 50+Credit hours completed, changed major and transferred…

Medical Terminology and Drug Dosage classes completed

Randolph Henry High School

High School Diploma - 2009

Contact this candidate