Alexia Graves
Brownsville,TN
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
9
9
years of professional experience
Work History
Customer Service Representative/Sales Associate
Concentrix remote
Nashville, TN
11.2022 - Current
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved customer complaints promptly and efficiently.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Supported sales team members to drive growth and development.
- Led on- and off-site customer support teams across multiple time zones.
- Answered customer inquiries via phone, email, and chat.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Updated databases with new and modified customer data.
Patient Service Specialist
Jackson General Hospital
Jackson , TN
08.2020 - 08.2022
- Educated patients on available payment plans and financial assistance options.
- Maintained knowledge of current insurance requirements for billing purposes.
- Ensured all required documentation was completed accurately before submitting claims.
- Performed administrative tasks such as filing, faxing documents, copying materials, and other clerical duties as needed.
- Maintained strict confidentiality when dealing with sensitive information.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Facilitated patient registration, verifying all required documentation is collected and filed properly.
Collection Specialist
Pra Group Inc
Jackson , TN
05.2017 - 07.2020
- Initiated legal proceedings against delinquent customers when necessary.
- Processed returned checks promptly according to established procedures.
- Handled incoming calls from customers regarding account status, billing inquiries, payment arrangements.
- Negotiated repayment terms with customers based on their individual circumstances.
- Implemented collection strategies to maximize recovery rates.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.
Education
High School Diploma -
Haywood High School
05-2017
Skills
- Call Management
- Account updating
- Call Center Operations
- Epic (4years)
- Customer Service(7 years)
- Documentation
- Sales expertise
- Payment Processing
- Data Collection
- Scheduling
- Inbound and Outbound Calling
Education and Training
other
Timeline
Customer Service Representative/Sales Associate
Concentrix remote
11.2022 - Current
Patient Service Specialist
Jackson General Hospital
08.2020 - 08.2022
Collection Specialist
Pra Group Inc
05.2017 - 07.2020
High School Diploma -
Haywood High School