C Riley resume
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2 0 1 6 Carole A. Riley 535 Booth Street Elkton, MD 21921 410-392-2930 (H) 443-488-2001 (C) [email protected] CUSTOMER SERVICE/ACCOUNT SPECIALIST Results driven professional with 20 years of experience in customer service and support with recognized strengths in account maintenance, problem-solving, troubleshooting, sales staff support, and planning/implementing proactive procedures to avoid problems. Well developed team building and leadership strengths with experience in training and coaching co-workers. Professional Proficiencies Exceptional communication skill: multiline phone operation, manage incoming/outgoing calls, email and fax management. Strong client relations: daily interaction, assistance with billing inquiries, and update account information upon request. Motivated team player: developed and implemented team building activities within the department in areas such as, trust, interpersonal communication, confidentiality, time management and stress relief. Training development aptitude: lead team training on delivery block, blanket purchase order, equipment grant program, quote, order management, milestone billing, Canada government year-end, 800 line message retrieval processes with verbal and written documentation. Utilized reporting and trending to maintain service levels and quality assurance. Utilized computerized systems for tracking, information gathering and troubleshooting. Provide performance analysis to implement action plan strategies to improve overall performance. Successfully train new hires in all office policies and procedures while focusing on minimizing errors and generating superior results Vendor management: obtain product quotes and create purchase orders for vendors and ensure their products meet specified company guidelines before shipping to customers AP/AR: perform accounts payable/receivable duties which include researching short pays, discrepancies, reconciliations and accurate received payment application. Process customer credit card payments. Mentorship: coached Six Sigma White Belt and Greenbelt candidates throughout project duration 1
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Transcript of C Riley resume
2016Carole A. Riley535 Booth Street Elkton, MD 21921410-392-2930 (H)443-488-2001 (C)[email protected]
CUSTOMER SERVICE/ACCOUNT SPECIALIST
Results driven professional with 20 years of experience in customer service and support with recognized strengths in account maintenance, problem-solving, troubleshooting, sales staff support, and planning/implementing proactive procedures to avoid problems. Well developed team building and leadership strengths with experience in training and coaching co-workers.
Professional Proficiencies
Exceptional communication skill: multiline phone operation, manage incoming/outgoing calls, email and fax management.
Strong client relations: daily interaction, assistance with billing inquiries, and update account information upon request.
Motivated team player: developed and implemented team building activities within the department in areas such as, trust, interpersonal communication, confidentiality, time management and stress relief.
Training development aptitude: lead team training on delivery block, blanket purchase order, equipment grant program, quote, order management, milestone billing, Canada government year-end, 800 line message retrieval processes with verbal and written documentation. Utilized reporting and trending to maintain service levels and quality assurance. Utilized computerized systems for tracking, information gathering and troubleshooting. Provide performance analysis to implement action plan strategies to improve overall performance. Successfully train new hires in all office policies and procedures while focusing on minimizing errors and generating superior results
Vendor management: obtain product quotes and create purchase orders for vendors and ensure their products meet specified company guidelines before shipping to customers
AP/AR: perform accounts payable/receivable duties which include researching short pays, discrepancies, reconciliations and accurate received payment application. Process customer credit card payments.
Mentorship: coached Six Sigma White Belt and Greenbelt candidates throughout project duration
Order Management: process customer orders; work with shipping scheduler for delivery dates, handle product returns and exchanges, proactively identify order delivery issues and escalate as necessary, daily use of SAP to track order deliveries and product inventory. Maintain status reports to provide management with updated information for customer orders.
Sharp problem solver: Department point of contact for all customer disputes, address customer concerns with empathy and quickly resolve issues, maintain professionalism with hostile customers, work with customers to resolve shipping issues and product concerns, research and resolve billing issues that had been left unresolved by previous employees.
Project Management: named Six Sigma Greenbelt candidate 2011
Tools: Microsoft Office Suite including Outlook, Excel, Word, PowerPoint and Project 2010; SAP-CRM, SAP-R3, Seibel, Oracle, URSA, Cybersource, WebEx Connect, Lotus Notes, Avaya Telephone System, WebEx Meeting Place, POS software and the internet.
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2016Carole A. Riley535 Booth Street Elkton, MD 21921410-392-2930 (H)443-488-2001 (C)[email protected]
Professional Experience
Therapeutic Living for FamiliesCustomer Care Representative January 2016 – PresentClient outreach; Check phone lines to receive/record/document messages and forward to appropriate staff members; Monitor incoming faxes and forwards to appropriate staff members., Generate the appropriate paperwork for clients visit (Referral Form, ROI, Consent, etc.); Collect co-payments; document all pertinent information on the Payment Log after payments are received from the client; Send out no show letters and discharge letters; Coordinate with staff to schedule clients;Complete reminder phone calls; Attend weekly administrative team meetings and trainings as scheduled and required; Collaborate with the client's assigned mental health therapists monthly and document the type of collaboration (i.e. phone call, meeting, etc.); Complete filing and scans client documentation; Schedules and re-schedules appointments as needed; Perform prescreening process for add-on appointments; Call No Show appointments to reschedule, make appropriate notations in Electronic Health Record.; Back-fill Cancelled appointments; Identify payer source, financial status and assign correct pay type; verify insurance eligibility; Verify appropriate referral/authorization in accordance with the client’s insurance carrier; Reviews final encounters for completeness to include ICD9, ICD10/CPT4 codes & clinician signature, to support documentation and coding guidelines ;insure client demographics is current and accurately recorded; Other administrative duties as assigned.
SC Foster, New Castle, DE June 2015 – January 2016Customer Service SpecialistReview customer orders processed by the region to ensure accuracy before releasing for processing and delivery. Implement working knowledge of regulations around international trade procedures. Work closely with manufacturing, supply chain, and product management teams as well as with region CSRs. Communicate with region CSRs, manufacturing, supply chain and product teams regarding any issues around product availability. Provide timely follow-up communication once issues are resolved.
SC Foster, New Castle, DE August 2013 – May 2015Customer Service RepresentativeProcess customer orders and arrange deliveries with 3rd party vendors. Handle daily email, and paperwork and cooperate with vendors regarding shipping problems. Manage wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. Promptly respond to general inquiries from members, staff, and clients via email and fax. Interact with customers and production team to expedite orders. I also contribute to the AP/AR process by forwarding invoices to customers, ensure payments received are applied to appropriate invoices and follow up with customers if and when an invoice has been short paid.
Agilent Technologies, Inc., Wilmington, DE November 2007 – April 2013Sales Administration Customer Account RepresentativeImplemented new processes and systems for improving customer service satisfaction. Provide an elevated customer experience to generate a loyal clientele. I direct calls to appropriate individuals and
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2016Carole A. Riley535 Booth Street Elkton, MD 21921410-392-2930 (H)443-488-2001 (C)[email protected]
departments. I have developed a reputation as an efficient service provider with high levels of accuracy. Serve as main liaison between customer, management and sales team. Provide effective communication and customer service support to the sales, marketing and administrative teams on a daily basis. Handle daily heavy email, phones or paperwork and cooperate with the account departments on invoice and shipping problems. Cross-trained to provide back-up coverage for other customer service representatives when needed. Manage wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. Promptly respond to general inquiries from members, staff, and clients via mail, email and fax. Interact with customers and production team to expedite orders. I also contribute to the AP/AR process by forwarding invoices to customers, ensure payments received are applied to appropriate invoices and follow up with customers if and when an invoice has been short paid.
Education:University of Delaware, Wilmington, DEProject Management Certification, Completed 2011Wilmington Sr. High School, Wilmington, DECollege Preparatory, Graduated 1983
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