Suraiyah McKinney
Irvington,NJ
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Client Advisor
Prada
10.2023 - Current
- Be the voice of the Client Service team, by providing a high level of luxury service
- Maximize use of the client relationship management system while providing client support through phone, email, live chat, social network, and SMS
- Assist clients with all post sale inquires including delivery, returns, repairs, and refunds
- Engage in active listening with callers, confirming or clarifying information and diffusing escalated clients, as needed
- Execute strategies that drive client retention and engagement
- Partner with Team Lead and Client Service Manager to escalate incidents as appropriate
- Balance inbound customer outreach with outbound customer outreach to generate sales, develop client relationships and host virtual appointments
- Drive to meet and exceed sales targets and planned KPIs
- Maximize online sales from new and repeat customers through phone/email communication as well as remote selling campaigns
- Understand and live the omnichannel mindset of providing customers with multiple and easy ways of shopping and connecting with the brand and doing so over phone, email, live chat, live video, and/or written correspondence
- Identify opportunities seek new initiatives and participate in the development of functional and service enhancements to maximize sales.
Inside Sales Representative
Renewal by Andersen
11.2022 - 08.2023
- Handle calls regarding quotes, questions about projects
- Make outbound calls following up on warm leads, scheduling appointments, confirming appointments
- Delight customers, as outlined in Renewal by Andersen's Signature Service program
- Average 150 calls per day
- Dial out to 25-30 homeowners per hour via telephone while tending to heavy inbound call flow for homeowners who have contacted is via traditional/non-traditional marketing avenues Document and track all set appointments accurately so all future customer demonstration and price activity is at company standards.
Billing Customer Service Representative
Chubb Group of Insurance - Temp
08.2021 - 08.2022
- Responsible for determining the clients issue, offer possible solutions or provide follow-up as needed
- Communicating with clients via calls/email inbound, outbound or a combination of both
- Assume ownership and respond to the customer (internal/external) billing correspondence, complaints and inquiries in an efficient, accurate and professional manner to achieve an optimal outcome
- Complying with corporate policies, regulatory standards (SOX), internal business processes (PCI) and procedures while processing work and meeting/exceeding service
- Responded to inquiries and issues
- Maintaining confidential medical records for each client in accordance with HIPAA guidelines
- Scheduling appointments with clients based on their availability and preferences, confirming appointments via phone or email, and updating patient files with new information.
Collections Representative
Cawley and Bergmann LLC
10.2019 - 03.2020
- Collaborating on debt collection efforts with Accounts, Sales, and the Legal Department
- Developing debt collection strategies and plans
- Adhering to the FDCPA throughout the debt collection process
- Contacting debtors by telephone to enact and negotiate debt recovery
- Searching publicly-available databases to track down defaulters, including Credit Bureau information, background checks, and loan documents
- Preventing repeated payment delinquency by negotiating manageable debt payments
- Negotiating settlements to receive payment on a certain percentage of the debt
- Keeping hard copy and electronic records of all communications, payment plans agreed to, and amounts paid
- Sending statements of delinquencies and satisfied debts to the Credit Bureau, as well as purging records where debts have been satisfied
- Initiating legal and repossession proceedings if debt recovery fails.
Customer Care Coordinator
SPEAR Physical Therapy
01.2019 - 10.2019
- Demonstrates a working knowledge of government regulations that impact the HIPAA Compliance Implementation Plan, especially HIPAA's Transaction, Privacy and Security Standards as evidenced by documentation and feedback
- Make sure the patients feel welcomed and valued, while also controlling the flow of the appointment
- All patient phone calls and emails are responded to within 2 hours and always within 24 hours
- Help guide patients entirely through the out-of-network experience
- Demonstrated a high level of customer service at all times
- Follow the company SPEAR-IT values
- Service, Passion, Empathy, Accountability, Respect, Integrity, and Teamwork
- Maintained a high co-pay collections rate
- Always arrived up ten minutes early and understand the urgency behind our patient's need for help and healthcare
- Entered all patient data with a high accuracy rate
- Worked with health insurance companies to verify patient's eligibility and benefit details including, but not limited to co-pay, co-insurance, deductible, and out of pocket amounts; if authorization or referrals are required for services to be covered; the amount of covered visits the patient gets per contract year and more.
PSE Mail Processing Clerk
UNITED STATES POSTAL SERVICE (USPS - Full Time)
11.2015 - 04.2017
- Sort outgoing and/or incoming mail using automated equipment
- Ensure all necessary support equipment and materials are organized for sorting
- Provide services at public window for non-financial transactions
- Lifting or carrying moderate to heavy mail and packages and prolonged standing.
Education
Bachelor's degree - Environmental Policy and Management
Lynn University
Boca Raton, FL2025
Skills
- Customer Service
- Call Center
- CSR
- Customer Care
- Negotiation
- Sales Support
- Logistics
- Cold Calling
- Administrative Experience
- Word processing
- Oracle
- Microsoft Windows
- VPN
- Zendesk
- Microsoft Excel
- Computer skills
- Customer service
- Medical terminology
- Medical scheduling
- Call center
- Computer literacy
- Microsoft Outlook
- Windows
- Banking
- Management
- Financial services
- Live chat
- CRM software
- Sales
- Training & development
- Accounts receivable
- Sales support
- Technical support
- Debits & credits
- English
- Writing skills
- Type 65 WPM
- Proficient in Microsoft Word, Excel, Office, Outlook
- Familiar with Apple devices, software and applications
- Certified in BLS and CPR
- Numerate and analytical, Time-management
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Client Advisor
Prada
10.2023 - Current
Inside Sales Representative
Renewal by Andersen
11.2022 - 08.2023
Billing Customer Service Representative
Chubb Group of Insurance - Temp
08.2021 - 08.2022
Collections Representative
Cawley and Bergmann LLC
10.2019 - 03.2020
Customer Care Coordinator
SPEAR Physical Therapy
01.2019 - 10.2019
PSE Mail Processing Clerk
UNITED STATES POSTAL SERVICE (USPS - Full Time)
11.2015 - 04.2017
Bachelor's degree - Environmental Policy and Management
Lynn University
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