Amber Harris
Montevallo,AL
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
15
15
years of professional experience
Work History
Customer Service Representative Sr. Mortgage
PNC Bank, NA
Remote
03.2022 - Current
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Assisted clients in navigating complex financial products, ensuring clarity and understanding of services offered.
- Maintained high-level knowledge of bank policies, procedures, and regulations to ensure compliance in all transactions.
- Supported fraud prevention efforts by diligently monitoring transactions for suspicious activity and escalating concerns as needed.
- Facilitated successful loan applications for clients by guiding them through the process step-by-step while adhering to lending guidelines.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Educated customers about available services, products and bank resources.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
- Contributed to the success of the mortgage team by providing essential support in the areas of loan documentation review, data entry, and client communication.
- Handled any conditions sent from underwriting departments.
- Maintained accurate records of loan processing activities and documents in CRM system.
- Received on-going, comprehensive training on home loan products and mortgage process.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Improved overall organizational efficiency by maintaining accurate electronic files of all mortgage-related documents within company databases.
- Assisted underwriters in approving loans by verifying financial information and ensuring accurate documentation.
- Reduced loan application errors by implementing a thorough quality control process for all submitted applications.
Senior Telesales Representative
AT&T Mobility
Hoover, AL
09.2015 - 03.2022
- Increased customer satisfaction by addressing and resolving concerns efficiently and professionally.
- Enhanced company revenue by identifying potential sales opportunities and closing deals successfully.
- Developed strong rapport with clients through excellent communication skills, building trust and loyalty.
- Exceeded sales targets consistently by utilizing persuasive negotiation techniques and in-depth product knowledge.
- Streamlined the sales process by implementing effective organization strategies for managing leads and followups.
- Conducted market research to identify emerging trends, adjusting sales tactics accordingly for maximum impact.
- Provided comprehensive product information to customers, addressing their questions and needs effectively.
- Maintained accurate records of customer interactions, ensuring seamless handoffs between departments when necessary.
- Delivered exceptional customer service, resulting in increased repeat business and client referrals.
- Fostered long-term relationships with key accounts, ensuring their continued satisfaction and retention.
- Utilized CRM software effectively for tracking leads, managing contacts, and monitoring progress towards objectives.
- Provided constructive feedback on products or services based on customers'' reactions or suggestions, which led to improvements.
- Crossselling additional products as appropriate during sales conversations resulted in an increase in average transaction value.
- Educated customers on product and service benefits, explaining features and answering questions.
- Overcame objections using friendly, persuasive strategies.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
- Utilized sales techniques to build customer interest and close sales.
- Generated leads and established relationships with potential customers through outbound telephone calls.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Developed extensive knowledge of products and services to better assist customers.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Provided information about available products and services, membership details, and purchase advantages.
- Negotiated pricing and payment terms with customers when possible to close deals.
- Opened new accounts and documented personal, demographic, and payment information in system.
- Implemented upselling techniques to increase revenue and move product.
- Collaborated with marketing teams to develop and execute promotional strategies.
Medical Claims Processor
Cahaba GBA
Birmingham, AL
04.2012 - 09.2015
- Increased claim processing efficiency by implementing new software and streamlining workflows.
- Reduced errors in claims submissions through meticulous attention to detail and thorough review processes.
- Maintained a high level of customer satisfaction by promptly addressing inquiries and resolving issues related to medical claims.
- Assisted in the development of training materials for new hires, improving overall team knowledge and productivity.
- Collaborated with healthcare providers to ensure accurate billing information was submitted, resulting in fewer denied or delayed payments.
- Processed high volumes of medical claims accurately and efficiently under tight deadlines, ensuring prompt payment for services rendered.
- Stayed current on industry trends and changes in insurance policies, enabling accurate interpretation of coverage details for various plans.
- Ensured compliance with all applicable regulations by maintaining strict adherence to HIPAA guidelines and company protocols when handling sensitive patient information.
- Streamlined communication between departments by developing efficient methods for sharing claim status updates and relevant documentation.
- Managed a portfolio of complex cases requiring extensive research, coordination with multiple parties, and diligent follow-ups to secure reimbursement for clients.
- Contributed to positive team morale through active participation in department meetings, offering constructive feedback, and supporting colleagues when needed.
- Identified opportunities for process improvements within the claims department, leading to increased overall efficiency and reduced costs associated with claim reworkings.
- Resolved discrepancies between billed amounts and allowed charges promptly by working closely with both providers and payers, minimizing delays in payment processing times.
- Provided exceptional support during audits by supplying detailed records of claim transactions as needed, ensuring full transparency into department operations.
- Mastered various proprietary claim processing systems quickly allowing seamless adaptation to new technology initiatives within the organization.
- Verified patient insurance coverage and benefits for medical claims.
- Paid or denied medical claims based upon established claims processing criteria.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Verified client information by analyzing existing evidence on file.
Customer Service Representative II
Afni Inc
02.2009 - 03.2012
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
Education
Generalize Education Diploma - Business Studies
Southern Union Community College
2008
Skills
- Leader
- Knowledge of telecommunications systems
- Strong communication abilities
- Team player
- Demonstrable deadline meeting expertise
- Customer acquisition
- Highly self-motivated
- Quick learner
- Telephone Etiquette
- Credit and Debt Card Processing
- Selling Skills
- Inbound and Outbound Calling
- Customer Support
- Sales
Timeline
Customer Service Representative Sr. Mortgage
PNC Bank, NA
03.2022 - Current
Senior Telesales Representative
AT&T Mobility
09.2015 - 03.2022
Medical Claims Processor
Cahaba GBA
04.2012 - 09.2015
Customer Service Representative II
Afni Inc
02.2009 - 03.2012
Generalize Education Diploma - Business Studies
Southern Union Community College