Advance Care Advocate|
Paycor Inc
From December 2020 to March 2023 • 3 year(s)
Support customer interaction performing basic functions with in the Perform application in a virtual team setting
Act as a front-line triage by taking ownership and troubleshooting the more time sensitive, urgent and less complex issues by developing solutions to customers questions
Customer Care Specialist|
Carnival Cruise Lines
From August 2017 to March 2023 • 6 year(s)
•Building relationships between the client and customer in a professional manner
•Ability to maintain an image that delivers knowledgeable quality by retaining customer loyalty
•Build rapport and earn life-long relationships with the customers
•Showing leadership within the company and towards the customers
Prior Authorizations Representative |
Express Scripts
From August 2017 to December 2020 • 3 year(s)
•Processed incoming and outgoing prior authorizations for prescriptions
•Assisted with answering inbound calls from customers, patients, and doctors
•Coordinated resolution of any orders in question and contact customers when follow up is required in an accurate timely manner
•Demonstrated positive and effective communication with customers, co-workers, and internal departments to resolve customer concerns and questions
•Served as a liaison between customers and the pharmacy or call center. Interact with other departments to resolve customer issues
Mortgage Loan Processor (Back Office)|
TCS DBA USAA
From August 2017 to December 2020 • 3 year(s)
•Responsible for processing your loan by preparing mortgage application files and other required paperwork.
•Ensure proper assembling, administering, and processing of loan applications before getting approved by the loan underwriter.
•Understanding of modern financial rules and regulations
•Knowledge of MS Office and banking computer software
•Excellent sales and communication skills
Collections/Customer Service Representative Lead|
Axcess Financial Corp DBA Check N Go
From October 2015 to August 2017 • 2 year(s)
•Communicate with defaulted Payday Loan borrowers via telephone and written notices in order to obtain repayment in full or to establish acceptable payment arrangements
•Negotiating arrangements with consumers, and preparing accounts for legal action
•Perform skip tracing and due diligence functions to ensure compliance of all Federal, State and Local Regulations
•Adhere to the Fair Debt Collection Practices Act as well as all bankruptcy laws both state and federal
•Solicit loan consolidation and rehabilitation as appropriate
•Contact assigned list of accounts; uses strong personal and negotiation skills to re-start acceptable allotment/payment solutions
•Use strong problem solving and communication skills to find resolution for customers in voluntary repossession requests, financial hardships, etc
•Verify and records all pertinent information as it relates to the customer account and collateral
•Work closely with Collection and Asset Recovery teams to ensure appropriate handling of accounts
Retention Specialist/Accounts Receivable Lead|
Cincinnati Bell
From November 2011 to October 2013 • 2 year(s)
•Retained current customers who were dissatisfied with services by finding packages/deals that will work better for them.
•Responded to customer inquiries regarding service, product offerings, billing, equipment, features, activations and/or changes to account information
• Identified and overcame buying obstacles and recognized cross-selling opportunities resulting in increased sales
• Drove growth by meeting sales goals and objectives as established by the management team
• Resolved customer issues on the first call and log information related to those calls
•Exceeded all company and client driven metrics for sales revenue, save percentage, quality, compliance, and service level
•Process daily invoicing for all divisions.
•Close and post daily cash batches, including payments received electronically
•Process credit card transactions and post to customer accounts
• Review weekly accounts receivable aging reports to identify customers to contact regarding unpaid invoices
• Make and receive customer service collection emails and phone calls to resolve outstanding balances owed to the Company
• Work with Customer Service to resolve customer disputes, billing errors and negotiate solutions with customer
•Identify high risk and deteriorating accounts
Data Transcriber|
Medco Health Solutions
From October 2007 to May 2013 • 6 year(s)
•Processed incoming and outgoing mail prescriptions
•Assisted with answering inbound calls from customers, patients, and doctors
•Coordinated resolution of any orders in question and contacted customers when follow up was required in an accurate and timely manner
•Served as a liaison between customers and the pharmacy or call center and interacted with other departments to resolve customer issues
Sr Customer Service/Accounts Receivable Representative Lead|
FedEX Express/Ground/Home/Custom Critical/Freight Services
From February 1996 to September 2007 • 11 year(s)
•Maintain Product Expertise
•Answer Customer Questions through Phone and Email
•Enter Data to Process Sales and Upsell When Appropriate
•Assist Management in Training and Developing Customer Service
•Keep Track of Customer Conversations
