Chasmine Maddox
Covington,GA
Summary
Detail-oriented and methodical Support Center Representative offering 3 years of experience in related roles. Exceptional abilities in conducting research, problem-solving and prioritizing simultaneous tasks. Leverages resourcefulness, critical thinking skills and superior work ethic for top job performance. Extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
9
9
years of professional experience
Work History
Customer Resolution Specialist
PayPal
02.2022 - Current
- Managed approximately 45 incoming calls, emails and chats per day from customers.
- Enhanced customer satisfaction by promptly addressing and resolving their concerns.
- Streamlined complaint resolution processes for improved efficiency and faster response times.
- Collaborated with team members to develop new strategies that reduced customer complaints significantly.
- Managed a high volume of customer inquiries, resulting in timely resolutions and positive feedback.
- Provided exceptional support to customers by thoroughly understanding their needs and offering tailored solutions.
- Participated in cross-functional teams to address complex issues involving multiple departments, achieving satisfactory resolutions for all parties involved.
- Maintained detailed records of interactions with customers, ensuring all data was captured accurately for future reference and analysis.
- Utilized company resources efficiently while resolving customer issues, minimizing costs without compromising quality of service.
- Coordinated with internal teams to expedite issue resolution, resulting in quicker turnaround times for customers.
- Received recognition from management for consistently exceeding performance targets related to customer satisfaction metrics.
- Mentored new hires on best practices in customer resolution techniques, contributing to the overall success of the team.
- Developed a deep understanding of company products and services, enabling effective troubleshooting and problem-solving abilities when assisting customers.
- Assisted in the development of training materials focused on improving the skills of other Customer Resolution Specialists within the organization.
- Conducted comprehensive analysis of recurring issues, implementing preventive measures to minimize future occurrences.
- Spearheaded initiatives aimed at improving overall customer experience, leading to higher retention rates.
Billing Specialist
Erogen Enterprises
05.2019 - 07.2021
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
- Performed targeted collections on past due accounts aged over 60 days
- Generated and submitted invoices based upon established accounts receivable schedules and terms
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options
- Managed efficient cash flow reporting, posted cash receipts and analyzed chargebacks, independently addressing and resolving issues
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts
- Worked effectively with medical payers such as Medicare, Medicaid, commercial insurances to obtain timely and accurate payments
- Generated financial statements and reports detailing accounts receivable status
Assistant Manager
Sam’s Mart
01.2016 - 05.2019
- Managed approximately 30 customers per day completing transactions with POS system.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Conferred with sales team members to evaluate processes and improve integration of after-sales assistance
- Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered constant flow of customer calls with minimal wait times
- Provided primary customer support to internal and external customers
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Answered customer telephone calls promptly to avoid on-hold wait times
- Responded to customer requests for products, services and company information
- Leveraged sales expertise to promote products and capitalized on upsell opportunities
Education
Bachelor of Science - Human Resources Management
Strayer University
Washington, DC07.2027
Associate of Applied Science - Medical Billing And Coding
Alterius Career College
Norcross, GA05.2019
Some College (No Degree) - Mathematics
Georgia Perimeter College
Clarkston, GaSkills
- Fee and Charge Computation
- Discrepancy Resolution
- Services Rendered Documentation
- Protested Check Handling
- Relationship Building
- Customer Contact
- Verbal and Written Communication
- Invoice Documentation Management
- Customer Account Management
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Upbeat and Positive Personality
- Call center experience
- Customer Service
- Assertiveness
- Training facilitation
- Billing coordination
- First Call resolution
- Data Entry
- Call Control
Timeline
Customer Resolution Specialist
PayPal
02.2022 - Current
Billing Specialist
Erogen Enterprises
05.2019 - 07.2021
Assistant Manager
Sam’s Mart
01.2016 - 05.2019
Bachelor of Science - Human Resources Management
Strayer University
Associate of Applied Science - Medical Billing And Coding
Alterius Career College
Some College (No Degree) - Mathematics
Georgia Perimeter College
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