Christina Pollard
Memphis,TN
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Motivate Customer Service Representative experienced in seasonal roles with superior talent for getting up to speed quickly and driving sales. Offers flexible schedule to work peak
seasonal hours. Delivers excellent customer service by practiced listening and speaking skills. Understands and utilizes sales, merchandising and marketing skills. Billing professional with proven track record in financial management and billing accuracy. Known for improving billing procedures and resolving discrepancies efficiently. Reliable team collaborator focused on achieving results and adapting to changing needs, with keen eye for detail and problem-solving skills. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Revenue Cycle Billing Specialist
Firstsource Solutions
08.2023 - 10.2024
- Monitored outstanding invoices and performed collections duties.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Researched and resolved billing discrepancies to enable accurate billing.
- Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing write offs.
- Maintained detailed records of each account''s payment history, providing easy access to information for audit and analysis purposes.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Increased revenue collection by diligently pursuing outstanding claims and negotiating with insurance companies.
- Collaborated with medical staff to obtain necessary documentation, enabling timely submission of accurate claims.
- Facilitated training sessions for new employees, sharing best practices and promoting consistency across the team''s work output.
- Provided exceptional customer service to patients when discussing billing matters, demonstrating empathy and professionalism at all times.
- Reduced processing time with thorough pre-authorization requests, ensuring prompt approvals for patient procedures.
- Optimized revenue recovery efforts by efficiently identifying underpayments and resolving discrepancies with payers.
- Streamlined billing processes for improved efficiency through the implementation of electronic payment systems.
- Managed invoicing and payment processing operations.
- Handled account payments and provided information regarding outstanding balances.
- Executed billing tasks and recorded information in company databases.
- Expedited payment collection by consistently following up on overdue accounts and sending payment reminders.
- Maintained detailed records of customer payments and billing adjustments.
- Generated daily, weekly and monthly reports for billing department.
- Maintained confidentiality of sensitive customer information by adhering to strict privacy guidelines, upholding the company''s reputation for professionalism in handling personal data.
- Processed customer invoices, credit memos and payments within established timelines.
- Entered and maintained billing information in company internal databases for accessibility.
- Streamlined billing processes for increased efficiency and reduced errors through meticulous organization.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Created improved filing system to maintain secure client data.
- Collaborated with customers to resolve disputes.
- Verified accuracy of billing data and corrected discrepancies.
Customer Service Representative
Sitel
05.2022 - 02.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Shift Manager
McDonald's Restaurant
07.2018 - 03.2022
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
- Kept employees operating productively and working on task to meet business and customer needs.
- Excelled in every store position and regularly backed up front-line staff.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Promoted a positive work environment through open communication and constructive feedback.
- Played an essential role in achieving store goals through strategic planning alongside upper management during regular meetings.
- Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
- Managed staff hiring, training and supervision.
- Built relationships with customers and managed accounts to drive revenue and profit.
- Tracked receipts, employee hours, and inventory movements.
- Trained and mentored new employees to maximize team performance.
- Cooperated with coworkers to improve customer experience and manage storefront.
- Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
- Scheduled staff to establish adequate coverage during peak business hours.
- Maximized profitability by monitoring labor costs closely, optimizing staff deployment based on expected customer traffic patterns.
Sales Associate
Scooters Plus
03.2015 - 01.2018
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Prepared merchandise for sales floor by pricing or tagging.
- Solved customer challenges by offering relevant products and services.
- Managed efficient cash register operations.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Managed returns, exchanges and refunds in accordance with store policy.
- Developed strong rapport with customers and created positive impression of business.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Educated customers on terms and conditions of loans to provide clear understanding.
- Successfully closed a high volume of loans, contributing to overall team performance and profitability goals.
- Conducted regular audits to ensure accuracy in billing statements and adherence to federal regulations surrounding student loans.
- Managed a high-performing team for increased efficiency in processing and approving auto loans.
- Balanced safe, prepared tills, and prepared register bags for next sales date.
- Prepared bank deposits, ensuring proper accounting practices were followed for secure fund transfers.
- Enhanced cash handling accuracy by conducting daily cash office audits and reconciliations.
- Identified potential fraudulent activities through vigilant observation and prompt reporting, minimizing financial losses.
- Performed daily cash reconciliations to determine accuracy of financial reports.
- Handled day-to-day accounting processes to drive financial accuracy.
- Followed company policies, procedures, and practices for accurate recordkeeping and loss prevention.
- Sorted and counted coin and currency to make change for associates.
- Researched and resolved account discrepancies.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Generated paper checks for employees and printed stubs for associates who received direct deposits to complete payroll distribution.
- Submitted reports on payroll activities.
- Managed payroll data entry and processing for 9 employees to comply with predetermined company guidelines.
- Maintained confidentiality of employee records and payroll information.
- Calculated payroll deductions by accurately using quickbooks and processed payroll to meet preset requirements.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Ensured timely salary disbursements for employees, maintaining strict adherence to company policies and deadlines.
- Rearranged parts department to better serve changing trends and keep workspaces organized.
- Managed warranty claims efficiently by working closely with manufacturers to resolve issues promptly while minimizing financial losses to the company.
- Provided excellent customer service by assisting customers with locating specific parts or guiding them through the ordering process.
Cashier
Mcdonalds, RHC Management
10.2012 - 01.2015
- Operated cash register to record transactions accurately and efficiently.
- Helped customers complete purchases, locate items, and join reward programs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Performed cash, card, and check transactions to complete customer purchases.
- Worked flexible schedule and extra shifts to meet business needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Handled cash with high accuracy and took care to check bills for fraud.
- Assisted customers with returns, refunds and resolving transaction issues.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Used POS system to enter orders, process payments and issue receipts.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
- Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
Education
High School Diploma -
Trezevant High School
Memphis, TN05.2012
Skills
Provides customers with order details,
Order status, part number availability lookup and service information
Researched required information using available resources
Routes calls to appropriate resource if Needed
Documents all call information according
To standard operating procedures
MS Office Suite Expert proficiency
Experience in call center or customer
Service environment preferred
Outstanding communication; written/oral
Ability to work under pressure,
Effective problem-solving, and negotiation Skills
- Ability to navigate multiple computer
Systems, applications, and utilize search tools to find information
- Proven time management Skills / ability to multitask
- Experience interacting positively with unsatisfied customers
- Good communication Skills including speaking clearly, articulately and accurately while using a pleasant tone and common
Conversational courtesies
- Insurance Verification
- HIPAA Compliance
- Medical coding knowledge
- Intuit QuickBooks expert
Certification
- Accounting Fundamentals, Southwest TN Community College, 2022
- BankWork$ Fundamentals, CareerWork$, 2024
Timeline
Revenue Cycle Billing Specialist
Firstsource Solutions
08.2023 - 10.2024
Customer Service Representative
Sitel
05.2022 - 02.2023
Shift Manager
McDonald's Restaurant
07.2018 - 03.2022
Sales Associate
Scooters Plus
03.2015 - 01.2018
Cashier
Mcdonalds, RHC Management
10.2012 - 01.2015
- Accounting Fundamentals, Southwest TN Community College, 2022
- BankWork$ Fundamentals, CareerWork$, 2024
High School Diploma -
Trezevant High School
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