Bell Brown Jr
Montgomery,AL
Summary
Seasoned professional with a proven track record in dispute resolution and customer education, honed at Continuum Global Solutions and other leading firms. Excelled in leveraging CRM software and coaching teams to enhance service delivery, achieving top quality control. Skilled in transforming customer challenges into positive outcomes through effective communication and problem-solving.
Overview
14
14
years of professional experience
Work History
Customer Care Associate I
Continuum Global Solutions
Montgomery, AL
12.2022 - Current
- Performing research for providers and healthcare facilities appeals and claims. During this process we
use several methods to determine if a provider has a valid claim to receive payment. - Assisted customers with product inquiries and complaints.
- Supported sales team members to drive growth and development.
Medical Records Clerk/Phone Nurse
Montgomery Family Medicine
Montgomery, AL
10.2020 - 10.2023
- Creates new medical records and retrieves existing medical records by gathering appropriate record
folders and contents; assigning and recording new record numbers; verifying existing record numbers;
inputting and recording locations to computer; delivering records. A telephone triage nurse provides
a variety of services and information to patients over the phone. Most often, they are using written
protocols to guide their practice and are determining the urgency of care needed and scheduling
appointments or directing callers to health care providers as needed. - Answered questions and fulfilled requests with friendly and knowledgeable service.
- Collected, sorted, and distributed incoming correspondence and reports related to medical records.
Customer Service Representative
NCO Group
Montgomery, AL
07.2011 - 10.2020
- A call center agent might handle account inquiries, customer complaints or support issues. Other
names for a call center agent include customer service representative (CSR), telephone sales or service
representative (TSR), attendant, associate, operator, account executive or team member. - Provided top quality control and eliminated downtime to maximize revenue.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Education
Bachelor of Science - Criminal Science
Southern New Hampshire University
Hooksett, NH12-2025
High School Diploma -
Robert E Lee High School
Montgomery, AL05-2011
Skills
- Reporting and analysis
- Dispute resolution
- Returns and exchanges
- Shipping and delivery
- Email management
- Coaching and mentoring
- CRM software
- Escalation management
- Live chat support
- Customer education
- Call center experience
- Call logging
- Complaint handling
- Billing coordination
- Issue escalation
- Issue follow up
- Data entry
Languages
English
Professional
References
References available upon request.
Timeline
Customer Care Associate I
Continuum Global Solutions
12.2022 - Current
Medical Records Clerk/Phone Nurse
Montgomery Family Medicine
10.2020 - 10.2023
Customer Service Representative
NCO Group
07.2011 - 10.2020
Bachelor of Science - Criminal Science
Southern New Hampshire University
High School Diploma -
Robert E Lee High School
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