Customer Service Call Center

Sada Johnson **** Phoenix Road Florence, SC ***** 843-***-**** ad7hib@r.postjobfree.com

PROFESSIONAL PROFILE

Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Hardworking Collections Specialist is adept at persuading customers and obtaining payments. Strong researcher with top-notch follow-through and meticulous attention to detail. Diligent Claims Processor versed in insurance processes and claims procedures. Offers great attention to detail and time management abilities to successfully handle large volumes of claims. Highly accurate and thorough, focusing on completing error-free work per processing guidelines.

SKILLS

• Customer Support• Market Research • Telephone Reception • Records Management • Account Servicing • Product Promotions • Business Growth and Retention • Client Services • Paperwork Processing • Systems and Software Expertise • Complaint Resolution • Product Knowledge • Data Entry • Account Updating • Consultative Sales • Delivery Scheduling • Call Management • Appointment Scheduling • Customer Service • Call Center Experience • Report Transcription • De-Escalation Techniques • Microsoft Outlook Customer Relationship Management (CRM) • • Microsoft PowerPoint • Customer RMA Management • Call Triaging • CRM Software • Team Development • Customer Education • Technical Support • Microsoft Office Suite • Order Processing • Call Center Operations • Live Chat Support • Research • Active Listening • Microsoft Excel • Building Rapport

KEY QUALIFICATIONS

• Medical Practice Management Systems • Medical Terminology • Medical Records • HIPAA Compliance • Insurance Verification • Insurance Claim Processing • Reimbursement Processing • Revenue Cycle Management • Medicare / Medicaid Government Payers • Third Party Payers • CPT & ICD-10 Coding • Medical Billing • Medical Office • Medical Administrative • Patient Registration • Data Entry

EDUCATION

Florence Darlington Technical College Associate of Science Degree – Medical Office and Billing Specialist, 2019

WORK EXPERIENCE

MMC Group LP Call Center – Remote 02/2021 – 11/2023

Remote Claims Process Representative

• Enhanced claim processing efficiency by implementing new software and streamlining procedures.

• Reduced claim processing time for faster customer service and improved satisfaction rates.

• Identified fraudulent claims through thorough investigation and documentation of findings.

• Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.

• Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies. • Developed strong relationships with healthcare providers and insurance agents to facilitate seamless communication during the claims process.

• Maintained detailed records of all processed claims for easy retrieval during audits or disputes.

• Collaborated with cross-functional teams to resolve complex claims issues efficiently and effectively.

• Trained new employees on claims processing procedures, contributing to a well-prepared workforce.

• Prepared clear and concise reports for management review, showcasing insights into trends within the industry or department performance metrics.

• Implemented cost-saving measures by identifying unnecessary expenses in the claims process.

• Utilized specialized software to process incoming claims, enter data and generate reports.

Howard Johnson – Florence, SC 02/2017 – 10/2020

Customer Service Representative

•Assisted team members in improving their performance through constructive feedback and sharing best practices.

• Enhanced customer satisfaction by resolving complex issues promptly and professionally.

• Reduced call resolution time through efficient problem-solving and communication skills.

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

• Streamlined call center processes for improved efficiency and reduced wait times.

• Collaborated with team members to develop best practices for consistent customer service delivery.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

• Handled customer inquiries and suggestions courteously and professionally.

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

• Answered constant flow of customer calls with minimal wait times.

•Answered customer telephone calls promptly to avoid on-hold wait times.

Apple Inc- Remote 05/2015 – 07/2020

Remote Billing specialist

• Reduced call resolution time through efficient problem-solving and communication skills.

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

• Streamlined call center processes for improved efficiency and reduced wait times.

• Collaborated with team members to develop best practices for consistent customer service delivery.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

• Handled customer inquiries and suggestions courteously and professionally.

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

• Answered constant flow of customer calls with minimal wait times.

•Answered customer telephone calls promptly to avoid on-hold wait times.

• Improved billing accuracy by diligently reviewing and verifying invoice data.

Sykes Enterprise- Remote 12/2010 – 01/2012

Senior Data Entry Specialist

• Collaborated with IT department to implement new software solutions that improved data entry workflows.

• Enhanced team performance by providing comprehensive training and ongoing support to junior staff members.

• Managed large-scale data projects, ensuring timely completion and high levels of accuracy.

• Streamlined data management processes for improved efficiency and productivity.

• Increased data entry accuracy by implementing a robust quality assurance process.

• Assisted in the development of a comprehensive user guide for internal staff, simplifying complex procedures and increasing overall understanding.

• Enhanced data accuracy by meticulously inputting and validating information from various sources.

• Improved efficiency in data entry tasks by streamlining processes and utilizing keyboard shortcuts.

• Ensured timely and accurate delivery of reports by maintaining up-to-date databases and spreadsheets.

• Reduced errors in data records by conducting thorough quality checks and implementing corrective measures.

• Expedited project completion timelines by efficiently managing high volumes of data entry tasks.

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