April Powell
Wilmington,North Carolina
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Effective multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
15
15
years of professional experience
Work History
CUSTOMER SERVICE BANKER
APPLEONE
REMOTE
08.2022 - Current
- Attracted potential customers by answering product and service questions and suggesting information about other offerings.
- Identified transaction errors when debits and credits did not balance
- Opened customer accounts by recording account information into job-related software.
- Resolved problems or discrepancies concerning customers' accounts.
- Created friendly connections and developed rapport with customers by providing outstanding, personalized service.
CLAIMS PROCESSOR
ANTHOLOGY
REMOTE
04.2018 - 07.2022
- Verified claim data correctness in preparation for processing.
- Retained strong medical terminology understanding in effort to better comprehend procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Addressed customer inquiries to provide information and explanations on coverage and terms, expediting claims.
SENIOR CSR SERVICE REP
VERIZON WIRELSS
HIGH VOLUME CALL CENTER
03.2008 - 07.2017
- Implemented company processes to effectively resolve customer service issues.
- Helped customers with merchandise purchases, exchanges and returns.
- Assisted customers with billing, troubleshooting and account issues.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
Education
Associate of Applied Science - Medical Insurance Coding/Billing
CFCC
NC05.2024
Certificate - Accounting And Finance
Kings College
NC01.1995
Skills
- Exceptional Customer Service
- Excellent Communication Skills
- Inbound & Outbound Calls
- Attentive to Detail & Discrepancy Resolutions
- Reliable, Responsible & Dependable
- Pleasant & Personable
- Relationship Building & Management
- Verbal & Written Communication
- Computer & Software Skills
- MS Office Proficient
- Customer Service-Oriented
Accomplishments
- Meeting or exceeding key performance indicators (KPIs) and metrics related to customer service, such as first-call resolution rate, average response time, customer satisfaction scores, and net promoter scores (NPS)
- Consistently maintained high customer satisfaction ratings.
- Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients
- Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, and growing business success.
- Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Timeline
CUSTOMER SERVICE BANKER
APPLEONE
08.2022 - Current
CLAIMS PROCESSOR
ANTHOLOGY
04.2018 - 07.2022
SENIOR CSR SERVICE REP
VERIZON WIRELSS
03.2008 - 07.2017
Associate of Applied Science - Medical Insurance Coding/Billing
CFCC
Certificate - Accounting And Finance
Kings College