➤ Utilizing problem-solving skills, combined with knowledge of company procedures, to identify appropriate solutions.➤ Continuously performing customer account maintenance while meeting/exceeding customer satisfaction expectations.➤ Managing inquiries, handling 6+ additional calls simultaneously, and escalating issues to management when needed.➤ Completing special projects and working alongside supervisors to assist with hiring/onboarding new associates.➤ Participating in monthly performance meetings and communicating the need for additions/modifications to policies.➤ Creating referrals including prospect/product information and overcoming objections to close sales opportunities.➤ Strategically capturing customer feedback and providing customers with information/education about new products.➤ Completing one on one segments with agents and new hires to coach them on procedures, systems, and software.

➤ Took a consultative approach to finding solutions to customers' needs and resolved complaints through active listening.➤ Used multiple tools and systems such as billing systems, knowledge base, and technical tools to assist with resolutions.➤ Improved customer satisfaction and retention opportunities through the use of updated knowledge of products/services.➤ Corrected various discrepancies in customer's accounts and researched service disruptions as necessary and appropriate.➤ Demonstrated functional skills in communicating and explaining basic account information to assigned customers.➤ Strategically developed lasting relationships with customers and associates through impeccable service development.➤ Effectively made recommendations regarding ways to improve the institution and provide the best customer experience.➤ Interacted with staff, internal departments, and customers to resolve customer service issues and improve processes.

➤ Team Lead/Client & Product Relations Specialist I – Bank of America – 03/2005 to 12/2017➤ Medical Billing Insurance & Coding Specialist – Fenner Physician Corporation – 04/2004 to 08/2006