PROFESSIONAL CUSTOMER SERVICE REPRESENTATIVE
STEPHANIE A. CURTIS
1041 Brentwood Way APT:1041-F Sandy Springs, GA 30350
Email: ------------ Phone:------------
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PROFESSIONAL GOALS
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Secure a Professional Customer Service position by providing exposure to a diverse group of people to enhance customer service proficiency by ensuring that all customers, and clients have a memorable experience to ensure higher retention. Demonstrate leadership responsibilities through problem solving skills, general office tasks, and becoming a team player in a fast-paced working environment.
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Summary of Qualifications
• Strongly committed to highest level of customer service via internally and externally.
• Effectively handle customer complaints and inquiries.
• Communicate with customers via phone, email, fax, in-person, and by webcam.
• Interpersonal skills include, the ability to quickly establish and maintain rapport at all levels with diverse individuals; sensitivity, friendly and committed.
• Ability to convey knowledge to co-workers and consumers, while representing the company with a professional demeanor.
• Cognitive and analytical skills, by having the ability to provide sound reliable judgment in complex situations.
• Willing to accept responsibilities beyond immediate job duties and take on special projects at management request.
• Conscientious, detail-oriented employee with a strong work ethic.
• Effectively handle multiple projects/tasks and meet deadlines.
• Highly developed computer proficiency: Microsoft Word, PowerPoint, Excel, Note, Access, Outlook, Exchange, Teams and Skype.
• Process Debit/Credit Card Payments, Accounts Payable and Receivable.
• Answer over 100+ inbound calls, with proper phone etiquette.
• In-depth understanding of business protocols and procedures, as well as a very distinctive knowledge base of business operations.
• Intermediate proficiency in Accounting; Quick Books and Peachtree Sage Collect, CSM, Freshdesk, UNIX, Project Management; Smartsheet, and Gantt Project.
• Review user documentation and training materials for accuracy and compliance with quality assurance guidelines.
STEPHANIE A. CURTIS PAGE-2
______________________________________________________________________________
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EMPLOYMENT HISTORY
Rubicon Global, Buckhead, GA May 2018 – February 2019
Customer Success Specialist, UPS, FedEx, Walmart (Contract Employment)
• Provided timely and accurate information to inbound customer service requests for UPS, FedEx, and Walmart locations.
• Provided timely feedback to the company regarding service failures or customer concerns, while ensuring that the proper equipment need for refuse was order, placed properly, and delivered on time.
• Answered incoming phone calls, managed e-mail, and other web-based systems known as Portals, while entering service requests and orders into SharePoint based ticketing system and the CRM known as Ceaser.
• Scheduled services with vendors, followed up throughout the life of the existing ticket until a confirmed resolution occurred, and handled any escalated concerns to ensure that the highest level of customer service and support was provided to UPS, FedEx, and Walmart.
James Madison High School/Ashworth College, Norcross, GA October 2017 – April 2018
Admissions Advisor (Contract Employment)
• Speaking with prospective students who contact James Madison High School/Ashworth College or who are reached using our predictive dialer using Five 9. Presenting the programs and qualities of Ashworth in a professional manner.
• Using an engaging and flexible script, qualifying prospective students for their program of their interest, and enrolling those who want to proceed.
• Maintaining a friendly and positive attitude on the phone, as well as presenting the programs and qualities of Ashworth in a professional manner to maintain enrollments of at least 15-25 students per week in the following programs: High School, Career Diploma, Associate’s and Bachelor’s Degree Programs.
• Offer encouragement and motivation to prospective students interested in furthering their education or training with Ashworth College.
STEPHANIE A. CURTIS PAGE-3
____________________________________________________________________________
American Credit Financial, LLC Norcross, GA October 2016 – May 2017
Customer Service Representative/Administrative Assistant/Payment Verification Manager
• Correctly input payment plan agreements in to the system, an adjust payments, as well as any commissions that are due to the representatives.
• Answer 50-100+ inbound phone calls, as well as make over 100+ outbound calls.
• Research and inquires and discrepancies within an account and correct any errors.
• Verify all payment plan agreements, to ensure that all the debtors information is correct in the system, before I send their payment arrangement documents.
• Load the ques for the representatives to ensure, they maintain workable leads.
• Point-of-contact to deescalate any strenuous situation that may arise, by contacting the debtor via phone, email, or mailing out documentation.
• Process 50-100+ payments via debit/credit cards, and properly ensure than all payments are applied to the correct account in a timely manner.
• Appointed to make executive decisions when my manager is out of the office.
• Knowledge of testing tool techniques, development and implementation of test plans and scripts, using manual and automated test tools.
APCO/EASYCARE, Norcross, GA May 2013 – October 2016
Gap Claims Customer Service Representative/Administrative Assistant
• Responsible for releasing check payments to Lienholders and Customers, sending copies to Customers, and preform check inquires.
• Data Management- Track all files, rotation of files, correspond with customers, insurance companies and additional third-parties.
• Enter incoming faxes/emails in the Gap system, per creating files which are then imaged into a separate system, and sent to an off-site location.
• Order supplies for the department; assist Claims Adjusters with their Gap Claims, and processing of the claim.
• Assist other departments is the closing-out process of a gap claim, per other automobile warranty contracts offered through APCO.
• Report to all levels of management on a daily/weekly basis to showcase how our department is performing via spreadsheets, and offer any suggestions to help our team.
• Verify the quality of all QA deliverables, ensuring that performance and quality of end products conform to the established organizational standards and guidelines while meeting business requirements.
STEPHANIE A. CURTIS PAGE-4
____________________________________________________________________________
Hewlett Packard -Enterprises, Tucker, GA April 2010 – May 2013
Customer Service Claims Representative (Contract Employment)
• Assist Medical Coding and Billing Representatives by review of medical claims submitted and explaining why a claim was denied or paid.
• Assist Medicaid Members by answering general based questions, as well as re-issue Medicaid cards also.
• Inform Medicare and Medicaid Members of the services covered and those that are not covered.
• Explain the different programs, and wavier programs that they may or may not be eligible for.
• Assist Members with pin-pointing them to the correct department or correct office, via Medicaid or Medicare.
EDUCATION
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Strayer University ? Atlanta, GA United States
Bachelor’s Degree in Business Administration concentration in Accounting/Human Resource Management
(Anticipated Date: December 2020)
Associates Degree in Business Administration concentration in Accounting
G.P.A --- 3.2 (Anticipated Date: September 2019)
Ashworth College ? Norcross, GA United States
Career Diploma in Accounting*
G.P.A --- 4.0 (Graduated 2018)
Career Diploma in Medical Billing & Coding*
G.P.A. --- 4.0 (Graduated 2015)
*(Delta Epsilon Tau-National Honor Society- Excellence recognized for maintaining a G.P.A of 3.5 or higher)
Cloud County Community College ? Concordia, KS United States
Pursued General Coursework
REFERENCES ARE AVAILABLE UPON REQUEST
STEPHANIE A. CURTIS
1041 Brentwood Way APT:1041-F Sandy Springs, GA 30350
Email: ------------ Phone:------------
?
?
PROFESSIONAL GOALS
?
Secure a Professional Customer Service position by providing exposure to a diverse group of people to enhance customer service proficiency by ensuring that all customers, and clients have a memorable experience to ensure higher retention. Demonstrate leadership responsibilities through problem solving skills, general office tasks, and becoming a team player in a fast-paced working environment.
?
Summary of Qualifications
• Strongly committed to highest level of customer service via internally and externally.
• Effectively handle customer complaints and inquiries.
• Communicate with customers via phone, email, fax, in-person, and by webcam.
• Interpersonal skills include, the ability to quickly establish and maintain rapport at all levels with diverse individuals; sensitivity, friendly and committed.
• Ability to convey knowledge to co-workers and consumers, while representing the company with a professional demeanor.
• Cognitive and analytical skills, by having the ability to provide sound reliable judgment in complex situations.
• Willing to accept responsibilities beyond immediate job duties and take on special projects at management request.
• Conscientious, detail-oriented employee with a strong work ethic.
• Effectively handle multiple projects/tasks and meet deadlines.
• Highly developed computer proficiency: Microsoft Word, PowerPoint, Excel, Note, Access, Outlook, Exchange, Teams and Skype.
• Process Debit/Credit Card Payments, Accounts Payable and Receivable.
• Answer over 100+ inbound calls, with proper phone etiquette.
• In-depth understanding of business protocols and procedures, as well as a very distinctive knowledge base of business operations.
• Intermediate proficiency in Accounting; Quick Books and Peachtree Sage Collect, CSM, Freshdesk, UNIX, Project Management; Smartsheet, and Gantt Project.
• Review user documentation and training materials for accuracy and compliance with quality assurance guidelines.
STEPHANIE A. CURTIS PAGE-2
______________________________________________________________________________
?
EMPLOYMENT HISTORY
Rubicon Global, Buckhead, GA May 2018 – February 2019
Customer Success Specialist, UPS, FedEx, Walmart (Contract Employment)
• Provided timely and accurate information to inbound customer service requests for UPS, FedEx, and Walmart locations.
• Provided timely feedback to the company regarding service failures or customer concerns, while ensuring that the proper equipment need for refuse was order, placed properly, and delivered on time.
• Answered incoming phone calls, managed e-mail, and other web-based systems known as Portals, while entering service requests and orders into SharePoint based ticketing system and the CRM known as Ceaser.
• Scheduled services with vendors, followed up throughout the life of the existing ticket until a confirmed resolution occurred, and handled any escalated concerns to ensure that the highest level of customer service and support was provided to UPS, FedEx, and Walmart.
James Madison High School/Ashworth College, Norcross, GA October 2017 – April 2018
Admissions Advisor (Contract Employment)
• Speaking with prospective students who contact James Madison High School/Ashworth College or who are reached using our predictive dialer using Five 9. Presenting the programs and qualities of Ashworth in a professional manner.
• Using an engaging and flexible script, qualifying prospective students for their program of their interest, and enrolling those who want to proceed.
• Maintaining a friendly and positive attitude on the phone, as well as presenting the programs and qualities of Ashworth in a professional manner to maintain enrollments of at least 15-25 students per week in the following programs: High School, Career Diploma, Associate’s and Bachelor’s Degree Programs.
• Offer encouragement and motivation to prospective students interested in furthering their education or training with Ashworth College.
STEPHANIE A. CURTIS PAGE-3
____________________________________________________________________________
American Credit Financial, LLC Norcross, GA October 2016 – May 2017
Customer Service Representative/Administrative Assistant/Payment Verification Manager
• Correctly input payment plan agreements in to the system, an adjust payments, as well as any commissions that are due to the representatives.
• Answer 50-100+ inbound phone calls, as well as make over 100+ outbound calls.
• Research and inquires and discrepancies within an account and correct any errors.
• Verify all payment plan agreements, to ensure that all the debtors information is correct in the system, before I send their payment arrangement documents.
• Load the ques for the representatives to ensure, they maintain workable leads.
• Point-of-contact to deescalate any strenuous situation that may arise, by contacting the debtor via phone, email, or mailing out documentation.
• Process 50-100+ payments via debit/credit cards, and properly ensure than all payments are applied to the correct account in a timely manner.
• Appointed to make executive decisions when my manager is out of the office.
• Knowledge of testing tool techniques, development and implementation of test plans and scripts, using manual and automated test tools.
APCO/EASYCARE, Norcross, GA May 2013 – October 2016
Gap Claims Customer Service Representative/Administrative Assistant
• Responsible for releasing check payments to Lienholders and Customers, sending copies to Customers, and preform check inquires.
• Data Management- Track all files, rotation of files, correspond with customers, insurance companies and additional third-parties.
• Enter incoming faxes/emails in the Gap system, per creating files which are then imaged into a separate system, and sent to an off-site location.
• Order supplies for the department; assist Claims Adjusters with their Gap Claims, and processing of the claim.
• Assist other departments is the closing-out process of a gap claim, per other automobile warranty contracts offered through APCO.
• Report to all levels of management on a daily/weekly basis to showcase how our department is performing via spreadsheets, and offer any suggestions to help our team.
• Verify the quality of all QA deliverables, ensuring that performance and quality of end products conform to the established organizational standards and guidelines while meeting business requirements.
STEPHANIE A. CURTIS PAGE-4
____________________________________________________________________________
Hewlett Packard -Enterprises, Tucker, GA April 2010 – May 2013
Customer Service Claims Representative (Contract Employment)
• Assist Medical Coding and Billing Representatives by review of medical claims submitted and explaining why a claim was denied or paid.
• Assist Medicaid Members by answering general based questions, as well as re-issue Medicaid cards also.
• Inform Medicare and Medicaid Members of the services covered and those that are not covered.
• Explain the different programs, and wavier programs that they may or may not be eligible for.
• Assist Members with pin-pointing them to the correct department or correct office, via Medicaid or Medicare.
EDUCATION
?
Strayer University ? Atlanta, GA United States
Bachelor’s Degree in Business Administration concentration in Accounting/Human Resource Management
(Anticipated Date: December 2020)
Associates Degree in Business Administration concentration in Accounting
G.P.A --- 3.2 (Anticipated Date: September 2019)
Ashworth College ? Norcross, GA United States
Career Diploma in Accounting*
G.P.A --- 4.0 (Graduated 2018)
Career Diploma in Medical Billing & Coding*
G.P.A. --- 4.0 (Graduated 2015)
*(Delta Epsilon Tau-National Honor Society- Excellence recognized for maintaining a G.P.A of 3.5 or higher)
Cloud County Community College ? Concordia, KS United States
Pursued General Coursework
REFERENCES ARE AVAILABLE UPON REQUEST