Anthony Robeson
Trenton,New Jersey
Summary
Accomplished Customer Care Specialist with expertise from Cox Automotive, excelling in data entry and customer satisfaction. Leveraged active listening and effective communication to exceed performance metrics, enhancing client relations. Proven track record in managing high-volume inquiries and coordinating complex transactions, consistently improving operational efficiency and customer experience.
Overview
15
15
years of professional experience
Work History
Customer Care Specialist II
Cox Automotive
Bordentown, New Jersey
07.2024 - Current
- Managed high-volume inbound inquiries, handling over 100 daily calls and emails regarding vehicle releases, repossessions, redemptions, title statuses, and auction availability.
- Reviewed and accepted counteroffers on units bid on by dealers during auctions, ensuring all transactions were accurate and compliant.
- Coordinated seamlessly with dealers, floor plan companies, transporters, insurance providers, and law enforcement agencies to streamline vehicle transactions and maintain precise documentation.
- Oversaw extensive email correspondence, maintaining clear, professional, and prompt communication.
- Scheduled and confirmed vehicle pickup appointments to ensure smooth logistical operations.
- Utilized multiple internal systems daily to retrieve, update, and manage critical data efficiently.
- Consistently met and exceeded performance metrics in adherence, quality standards, and queue management, enhancing overall customer satisfaction.
Customer Service Representative (Remote)
United Concordia Dental
Camp Hill, Pennsylvania
05.2023 - 03.2024
- Handled 75+ inbound calls daily.
- Analyzed patient accounts to determine coverage, eligibility, benefits, claims status and history.
- Generated client letters and emails.
- Collected initial and monthly premiums and issued receipts.
- Processed enrollments, cancellations, renewals, reinstatements, and other changes as needed.
- Adhered strictly to HIPAA privacy regulations when handling confidential patient information.
Medical Front Desk Specialist (Temporary)
Princeton Brain, Spine and Sports Medicine
Princeton, New Jersey
04.2023 - 05.2023
- Registered new patients and updated existing patient demographics by collecting detailed patient information.
- Facilitated patient flow by effectively managing appointments, walk-ins, and cancellations.
- Obtained payments from patients and scanned identification and insurance cards.
- Ensured HIPAA compliance by maintaining strict confidentiality with all patient records and information.
Customer Service Representative
Conduent State & Local Services
Hamilton, New Jersey
09.2022 - 02.2023
- Handled 100+ inbound calls daily.
- Delivered accurate case information to custodial and non-custodial parents, caseworkers, and employers.
- Determined charges for monthly support obligations, arrears, payments, and disbursements on child support cases.
- Referred unresolved caller issues to senior call center staff, caseworkers, and various NJ County Probation or Family Court offices.
Mortgage Servicing Specialist (Remote)
Cenlar FSB
Ewing, New Jersey
11.2020 - 11.2021
- Assisted borrowers in developing customized action plans for borrowers experiencing financial hardship during the COVID-19 pandemic.
- Collected one-time payments and arranged long-term repayment plans to bring homeowners loans current.
- Advised borrowers on the loss mitigation application process, providing clear guidance and support throughout the call.
- Improved customer satisfaction levels with timely and accurate resolution of inquiries, addressing concerns about mortgage payments, escrow accounts, and taxes.
Dispatcher/Customer Service
Hawk's Towing and Recovery
Trenton, New Jersey
07.2010 - 12.2020
- Excelled in multitasking to manage a high call volume with professionalism and efficiency.
- Proficiently used computer systems for data entry, tracking, and managing of driver information.
- Demonstrated strong problem-solving skills in resolving customer inquiries and complaints.
- Successfully managed the scheduling of drivers' routes based on customer orders.
- Managed client interactions and built strong relationships with AAA, police departments, and insurance companies.
Education
Associate of Applied Science - Business Administration And Management
Virginia State University
Petersburg, VASkills
- Project Knowledge
- Data Entry
- Customer Satisfaction
- Effective Communication
- Active Listening
- Call Management
Timeline
Customer Care Specialist II
Cox Automotive
07.2024 - Current
Customer Service Representative (Remote)
United Concordia Dental
05.2023 - 03.2024
Medical Front Desk Specialist (Temporary)
Princeton Brain, Spine and Sports Medicine
04.2023 - 05.2023
Customer Service Representative
Conduent State & Local Services
09.2022 - 02.2023
Mortgage Servicing Specialist (Remote)
Cenlar FSB
11.2020 - 11.2021
Dispatcher/Customer Service
Hawk's Towing and Recovery
07.2010 - 12.2020
Associate of Applied Science - Business Administration And Management
Virginia State University
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