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Click here or scroll down to respond to this candidateCandidate's Name
Customer Support AgentCharlotte, North Carolina, United StatesPHONE NUMBER AVAILABLEEMAIL AVAILABLESUMMARYObtain a Professional position within and Organization that's believes in values, customer driven, community focus and a strong appreciation for everyone. Organization where I can maximize my customer-service experience and growth in a challenging environment to achieve the corporate goals WORK EXPERIENCEApril 2020-CurrentCustomer Support AgentUnited Rentals, IncUnited States*Answer and appropriately direct inbound customer service calls and emails regarding rental termination requests, equipment service requests, rental requests, billing inquiries, escalations, etc.*Log all call details into our ERP system, Rental man*Escalate after hours emergency service and rental requests*Adhere to processes and call guidelines as applicable to the call type*Other duties assigned as neededDecember 2019-March 2020Customer SupportManpower / United Rentals, IncUnited States*Answer and appropriately direct inbound customer service calls and emails regarding rental termination requests, equipment service requests, rental requests, billing inquiries, escalations, etc.*Log all call details into our ERP system, Rental man*Escalate after hours emergency service and rental requests*Adhere to processes and call guidelines as applicable to the call type*Other duties assigned as neededTalent Bridge / Lash Group. Customer Service Specialist Utilizing Patient plus System, to assist Patients, when performing out bound calls. Entering and scheduling To Do's, clearing previous To Do's when necessary. Conducting patient-specific benefit investigations completing prior authorization research assisting by locating coverage options for uninsured and underinsured patients offering customer service outreach Informing with coding support and billing inquiries Inbound Phone Queue/General Program Inquires Determination for support programs (Copay, PAP, Medicaid, etc.) Other follow-up activities (missing info, prior authorization, etc.) Effectively utilizes various means for collecting information using approved methods, which could include phone, fax, mail, and online methods. Provides exceptional customer service to internal and external customers; resolves any customer requests in a timely and accurate manner; escalates complaints accordingly. Works with patient, provider and or internal shared services to ensure all necessary documentation is received and complete in accordance with program policy. Works on problems of moderate scope where analysis of data requires a review of a variety of factors. Exercises judgment within defined standard operating procedures to determine appropriate action.Required to be self-motivated, working from a queue (phone or system). Expected to perform work in accordance with defined standard operating procedures. Management will monitor queues and provide active feedback as required. March 2016-August 2018Lead RepresentativeSpectrum CableUnited StatesCall Center environment, Work the QAF Supervisor callback tool. Work with Supervisors and call center Associates on a daily basis.Processed escalations Via Email and Phone logs. Investigated missing payments externally. Resolved all levels of complaints concerning missed appointments, field personnel, office personnel, and service problems and accounts disconnection in error. Assist with customer service training and mentoring new hires coming out of training. Application Support with multiple tools, cross training, monitoring and coaching. Assist with creating and maintaining pleasant work environment by providing positive feedback in reference to agents, performance and building strategies for excellence when applicable.December 2012-March 2016Customer Care AgentTime Warner, CableUnited StatesBilling Agent: Handle incoming calls, coordinate with customers on scheduling installations, service calls.*Data Entry, Application Support, Keying new order accounts, and Upgrade of service orders. Icoms billing system, used for processing payments, setup of PHV, FDP and other functions. AAD system reviewing billing statement, View of all collection activities, submitted tickets to escalation team for investigation when needed. Trouble shooting Phone, cable and internet. Proficient in logistics practice*Handle incoming calls, coordinate with customers on scheduling installations, service calls.*Data Entry, Application Support, Keying new order accounts, and Upgrade of service orders. Icoms billing system, used for processing payments, setup of PHV, FDP and other functions. AAD system reviewing billing statement, View of all collection activities, submitted tickets to escalation team for investigation when needed. Trouble shooting Phone, cable and internet. Proficient in logistics practice.EDUCATION1986-1989High School DiplomaEastern Wayne High SchoolGoldsboro, North Carolina, United StatesSKILLSApplication Support Customer Service Customer Support Inbound Customer Service Customer Service Training Call Center Environment NEW Hires Billing Collection Customer Service Oriented Incoming Calls Data Entry Payments Medicaid Coding Queue Management Queue Queues Enterprise Resource Planning ERP Logistics Scheduling Employee Resource Group Coaching Shared Services Mentoring Documentation Retail Sales LANGUAGESEnglish - IntermediateWORK AUTHORIZATIONI am authorized to work in the following countries: United States |
