Summary
Overview
Work History
Education
Skills
Community Service
References
Timeline
Generic

ALISON HERNS

Summerville,SC

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 exceptional customer service skills with outstanding active listening and multitasking abilities. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

Overview

16
16
years of professional experience

Work History

Customer Service Specialist

Horizon Scientific/Standex International
Summerville, SC
10.2020 - Current
  • Answered inbound calls and emails to facilitate customer service.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Explained goals and expectations required of trainees.
  • Facilitated role-play exercises designed to help employees develop problem-solving skills related to customer service scenarios.
  • Led discussions among staff members about ways to enhance the overall quality of their services provided to customers.
  • Researched industry best practices pertaining to delivering superior levels of customer satisfaction.
  • Assisted department managers in addressing difficult situations involving customers.
  • Mentored new hires on best practices for providing excellent customer service.
  • Answered 40+ calls per shift to assist with customer questions and concerns.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Identified opportunities for process improvements within the department.
  • Provided backup customer service management support for staff and customers.
  • Worked both in office and remotely.
  • Communicated regularly with senior management regarding progress and challenges.

EDI Specialist

McKesson/Change Healthcare
North Charleston, SC
11.2014 - 10.2020
  • Investigated questionable claims to determine payment authorization.
  • Researched and followed up on denied insurance claims.
  • Double-checked and reviewed documentation for denied and accepted insurance claims.
  • Managed workloads efficiently by prioritizing tasks based on urgency or importance.
  • Performed data entry into the computer system to record information regarding claim status.
  • Tracked progress of pending cases through manual follow-up or automated systems.
  • Discussed current cases and issues in claim committee meetings.
  • Gathered information from various third parties to determine claim acceptability.
  • Analyzed trends in denials in order to recommend process improvements which would reduce the number of denials received.
  • Safeguarded medical records to maintain patient confidentiality.
  • Researched denied claims to determine the cause of denial and corrected errors as needed.
  • Trained new employees on medical coding practices.
  • Maintained current working knowledge of CPT and ICD-10 coding principles, government regulation, protocols and third-party billing requirements.
  • Added modifiers as appropriate, coded narrative diagnoses and verified diagnoses.
  • Adhered to HIPAA regulations when handling confidential patient information.
  • Mentored junior team members and managed employee relationships.
  • Recognized by management for providing exceptional service to clients.
  • Worked remotely

Accounting and Sales Administrator

Rosalina Baby Collections, Inc.
Summerville, SC
07.2014 - 09.2014
  • Reduced financial discrepancies by accurately managing accounting documentation.
  • Matched orders with invoices and recorded required information.
  • Managed daily bookkeeping functions with attention to accounts receivable, accounts payable, banking reconciliation and disbursements.
  • Answered questions from customers regarding their billing or payment status.
  • Managed inventory levels of products available for sale, ensuring that stock is replenished when necessary.
  • Responded to customer inquiries in a timely manner, resolving any issues or complaints related to sales.
  • Generated weekly reports on sales performance, analyzing trends and identifying areas of improvement.
  • Tracked shipments of orders placed by customers and notified them of delivery status updates accordingly.

Office Administrator/Customer Service Specialist

Ferrellgas Incorporated
Walterboro, SC
07.2010 - 06.2014
  • Recruited and trained new employees to meet job requirements.
  • Answered incoming calls in a professional manner, directed callers to appropriate personnel or department, or took messages as needed.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Analyzed business performance data and forecasted business results for upper management.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Organized and maintained filing systems, including electronic databases and records.
  • Maintained records of daily deliveries and inventory levels.
  • Tracked outgoing orders to provide shipping status to customers.
  • Demonstrated great teamwork skills with staff members involved in production and transport.
  • Ensured safe handling of hazardous materials in accordance with regulations.
  • Responded quickly to emergency situations involving propane tanks.
  • Provided customer service by answering questions about product availability and pricing.
  • Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
  • Monitored accounts receivable report, checking for late, delinquent, or missing invoices, and payments.
  • Processed posting and reconciling payments and addressed aged receivables.
  • Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
  • Contacted customers with delinquent accounts to solicit payment.
  • Conducted oversight of cash flow activities that typically exceed $3000 daily; responsible for commercial account activity influencing increases in customer growth and retention
  • Management responsibility for driver teams and routing logistics for dispatch of 15 vehicle fleet
  • Conducted team training and emergency response guidance on hazardous material handling
  • Responsible for researching and re-billing unpaid claims, as well as presenting data to appropriate parties and partnering to develop resolutions
  • Led efforts on Accounts Payable; involved decision making with emphasis on maximizing reimbursement on accounts
  • Led regular market research of competitors to ensure services are competitive and at the appropriate price point
  • Managed billing and contracts process for eastern South Carolina and Georgia

Teacher

Northeastern Child Development Inc.
Camden, NC
10.2008 - 06.2009
  • Differentiated instruction according to student skill level.
  • Held conferences with parents to address questions, discuss academic progress and encourage learning goals.
  • Collaborated with colleagues to plan lessons that integrate various subject areas into a cohesive unit of study.
  • Met with administrators and department team members to work on curriculum planning and assessment methods.
  • Remained calm and patient in student interactions to support individual growth and development.
  • Established positive relationships with parents to ensure effective communication regarding student progress and well-being.
  • Utilized behavior management skills to foster environment conducive to student learning.
  • Created and enforced child-based, hands-on curriculum to promote student interest and receptive learning.
  • Planned field trips to enrich students' educational experiences outside of the traditional classroom setting.
  • Maintained a safe and orderly learning environment for all students.
  • Developed and implemented lesson plans based on curriculum objectives.

Retail Sales Associate

Hoffer Gallery
Elizabeth City, NC
04.2008 - 09.2008
  • Participated in fittings before shoots so that clothing fit properly when photographed.
  • Promoted and showcased clothing, footwear, and other products.
  • Increased social media presence to promote specific brands and products.
  • Changed backstage during fashion shows and maintained poised appearance before audiences.
  • Upheld high standards of professionalism in high-stress environments.
  • Stocked shelves and supplies and organized displays to focus customer attention on specific items.
  • Assisted with unloading delivery trucks and stocking shelves with new merchandise.
  • Kept informed about new products arriving at the store on a regular basis.
  • Offered suggestions for additional items that may be of interest to customers.
  • Assisted customers by asking open-ended questions to understand needs and suggest suitable merchandise.
  • Handled customer complaints in a professional manner.
  • Performed cashier duties, such as ringing up sales, processing payments and issuing receipts.

Education

High School Diploma -

Camden County High School
Camden, NC
05-1997

Some College (No Degree) - Elementary Education

Elizabeth City State University
Elizabeth City, NC

Skills

  • MS Office
  • Epicor, PeopleSoft Systems, E-Payment Processing, Deposit Edge and Field Routing
  • Information Security Training
  • Emergency Call Handling Procedures - Safety and Emergency Response
  • HIPPA Certification Training
  • Complaint Resolution
  • Account Management
  • Customer Order Management
  • Project Management
  • Customer Relationship Management (CRM)
  • Telephone Etiquette
  • Good Communication Skills
  • One Call Resolution
  • Focused on Customer Satisfaction
  • Team Building and Leadership
  • Skilled Multi-Tasker
  • Personnel Training and Development
  • Expertise in Sales
  • New Hire Training
  • Excellent Time Management Skills

Community Service

  • Summerville Sertoma Club - Cheerleading Coach
  • Elizabeth City Jaycee's - President 3 years
  • Judge Tom Watts Scholarship Foundation - Board Member
  • North Carolina Community Foundation (Grant Committee) - Board Member
  • Elizabeth City Chamber of Commerce - Member
  • Coordinated Annual Town Christmas Parade for 7 years

References

References available upon request.

Timeline

Customer Service Specialist

Horizon Scientific/Standex International
10.2020 - Current

EDI Specialist

McKesson/Change Healthcare
11.2014 - 10.2020

Accounting and Sales Administrator

Rosalina Baby Collections, Inc.
07.2014 - 09.2014

Office Administrator/Customer Service Specialist

Ferrellgas Incorporated
07.2010 - 06.2014

Teacher

Northeastern Child Development Inc.
10.2008 - 06.2009

Retail Sales Associate

Hoffer Gallery
04.2008 - 09.2008

High School Diploma -

Camden County High School

Some College (No Degree) - Elementary Education

Elizabeth City State University

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ALISON HERNS