Toney Funderburg
Kemp,TX
Summary
Knowledgeable and dedicated customer service professional with experience in customer service and medical billing industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented.
Overview
25
25
years of professional experience
Work History
Senior Customer Service Representative
Optum Rx
2022.12 - Current
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Consistently exceeded performance targets on multiple occasions.
- Processed, scheduled and executed customer orders for new and established customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
Production Manager
Lone Star Shutters
2022.01 - Current
- Resolve issues quickly to maintain productivity goals.
- Manage continuous improvement initiatives to maintain and improve quality.
- Review work for quality and compliance with company standards and design specifications.
- Direct key personnel in correct production techniques to achieve required quality.
- Create and regularly updated department work instructions and reports.
- Worked directly with clients to insure customer satisfaction.
Kitchen Cabinet and Home Decor Specialist
Lowe's
2012.11 - 2022.01
- Worked with customers to design custom kitchen cabinets and fixtures for remodels and initial buildouts.
- Listened to customer needs and desires to identify and recommend optimal products.
- Built customer loyalty and retention by delivering personal service for excellent customer experience.
- Developed strong rapport with customers and created positive impression of business.
- Offered each customer personal service to boost sales and overall customer satisfaction.
- Consistently met sales goals and increased overall sales by 23%.
Medical Billing Representative
Advanced Medical Billing
2008.08 - 2012.10
- Posted and adjusted payments from insurance companies.
- Precisely evaluated and verified benefits and eligibility.
- Researched CPT and ICD-9 coding discrepancies for compliance and reimbursement accuracy.
- Precisely completed appropriate claims paperwork, documentation and system entry.
- Printed and reviewed monthly patient aging report and solicited overdue payments.
- Promptly sent out and posted all medical claims.
- Confidently and adeptly handled claim denials and/or appeals.
Store Manager
Godiva Chocolatier Inc
1999.07 - 2008.08
- Managed inventory control, cash control and store opening and closing procedures. Reduced inventory shrinkage by 18% first year.
- Hired and trained employees to insure superior customer service and increase sales.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
Education
No Degree - Alcohol And Drug Counseling
Lone Star College System
Spring, TXHigh School Diploma -
McCullough High School
The Woodlands, TX05.1981
Skills
- Verbal And Written Communication
- Medical terminology knowledge
- Problem Solving
- Complaint resolution
- De-Escalation Techniques
- Call Documentation
- Call Metrics
- Analytical Skills
- Adaptability
- Time management abilities
- Calm and Professional Under Pressure
- Order documentation
Timeline
Senior Customer Service Representative
Optum Rx
2022.12 - Current
Production Manager
Lone Star Shutters
2022.01 - Current
Kitchen Cabinet and Home Decor Specialist
Lowe's
2012.11 - 2022.01
Medical Billing Representative
Advanced Medical Billing
2008.08 - 2012.10
Store Manager
Godiva Chocolatier Inc
1999.07 - 2008.08
No Degree - Alcohol And Drug Counseling
Lone Star College System
High School Diploma -
McCullough High School
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