Charmaine Agnew
Skokie,IL
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practice, collections and appointment scheduling.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Talem Home Healthcare
12.2015 - 06.2023
- Managed over 75 phone calls per day, and answered questions from potential customers.
- Handled complaints and questions, and re-directed calls to other team members.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to services offered.
- Utilized CRM system to track and manage leads, keeping appointments organized.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Followed up overdue payments and payment plans from clients to establish good cash flow.
- Utilized Microsoft Excel, QuickBooks and Oracle software to manage invoices and payments.
- Monitored customer account details for non-payments, delayed payments and customer disputes.
- Reconciled accounts receivable ledger to account for and properly post payments.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Processed debit and credit card and electronic check payments.
Collections Specialist
Unifin Inc.
06.2019 - 08.2019
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Maintained consistently high success rate of collecting on overdue accounts.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Received and processed customer payments.
Patient Access Representative
Northridge Medical Center
01.2006 - 11.2015
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Providing excellent customer service by promptly answering patient inquiries.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Greeted and assisted patients with check-in procedures.
- Answered incoming calls, scheduled appointments and filed medical records.
Education
Associate of Arts - Business
ITT Technical Institute
IL06.1998
Skills
- Call Center Operations
- Customer Support
- Reliability and Dedication
- Attention to Detail
- Appointment Scheduling
- Multitasking
- AR/AP
- Data Entry Documentation
- Order Placement
- MS Office Suite Knowledge
- Clerical Support
- Critical Thinking
- Debt Collections
Timeline
Collections Specialist
Unifin Inc.
06.2019 - 08.2019
Customer Service Representative
Talem Home Healthcare
12.2015 - 06.2023
Patient Access Representative
Northridge Medical Center
01.2006 - 11.2015
Associate of Arts - Business
ITT Technical Institute
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