Consuela Andrews
Columbia,SC
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Provider Services Supervisor
Teleperformance USA
01.2018 - 11.2023
- 80% of time monitoring & coaching. Effective use of key dashboards (Power BI) and call activity reporting to ensure excellent performance(KPI's)
- Conducted regular performance evaluations to identify areas for improvement and provide constructive feedback.
- Follow all steps of TOPS to manage team daily to Support, motivate, evaluate, develop, and coach to continually meet and exceed individual / team targets
- Complete regular team monitors and provide appropriate feedback, coaching and education to ensure the minimum client requirements are met.
- Proactively maintain and deliver the required service levels, maximizing productivity to ensure the desired financial goals.
- Provide “real time” support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers' inquiries promptly & professionally when necessary
- Identify issues and generate action plans for the KPI assigned
Credit and Collection Analyst
Staples
09.2014 - 09.2015
- Improved credit analysis accuracy by streamlining data collection and report generation processes.
- Enhanced debt recovery rates by implementing effective collection strategies and tactics.
- Reduced delinquency rates with proactive monitoring of customer accounts and timely followups.
- Increased efficiency in collections, utilizing advanced software tools for tracking and reporting purposes.
- Identify and resolve disputed / billing related issues
- Review daily orders held for credit reviews to ensure credit is not exceeded or that the customer has a past due balance
- Monitor & communicate credit & payment concerns to management
- Prepare offsets & write-offs
Retention Customer Service Representative
Time Warner Cable
03.2013 - 02.2014
- Increased customer retention rates by effectively addressing and resolving concerns in a timely manner.
- Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.
- Assisted customers with account updates and plan changes to optimize their satisfaction and loyalty.
- Developed rapport with customers by actively listening to their needs, resulting in strong relationships and positive feedback.
Entry Processing Agent
DHL Global Forwarding
11.2010 - 09.2012
- Responsible and accountable for the compliant and timely processing of customs brokerage transactions as assigned in accordance to CBP and established policy and procedures
- Increased data accuracy by meticulously entering and updating information in the company database.
- Requires processing of low level complexity or repetitive air/ocean entries.
- Work included EDI feeds, CAT file driven accounts and entries in which the customer provides classification instructions
- Reduced errors in data entry by consistently double-checking inputted information against source documents.
- Identifies entry documents needed to proceed with entry as well as determine missing information needed to make a compliant entry
Customer Service Representative
Verizon Wireless
10.2006 - 06.2010
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Revenue Collector
Virtual Business Office Associates
10.2003 - 08.2005
- Utilize and apply industry knowledge to resolve new and aged accounts receivables by working various account types, including but not limited to: hospital and/or professional claims, governmental and/or non-governmental claims, denial claims, high priority accounts, high dollar accounts, reimbursements, credits, etc
- Communicate professionally (in all forms) with payer resources to include: websites/payer portals, e-mail, telephone, customer service departments, etc
- Seek resolution to problematic accounts and payment discrepancies
- Prepare appeal letters for technical denials by accessing specific payer appeal forms, submitting appropriate medical documentation, and tracking appeal resolution
- Identify denials trends, root cause, and A/R impact
- Maintain professional communication with clients and team members through various channels
- Consistently meet or exceed department standards and guidelines
- Adhere to the HIPAA privacy and security regulations
Education
No Degree - Business Administration And Management
Allen University
Columbia, SCSkills
- Management/ Coaching skills
- Verbal and Written communication skills
- Employee Coaching
- Team leadership
- Problem-solving abilities
- Adaptability
- Organizational, Customer Service, and Presentation skills
- Analytical or Critical Thinking skills
- KPI knowledge and understanding
Certification
- CAP - Certified Administrative Professional
- Lean Six Sigma Yellow Belt Certification
Timeline
Provider Services Supervisor
Teleperformance USA
01.2018 - 11.2023
Credit and Collection Analyst
Staples
09.2014 - 09.2015
Retention Customer Service Representative
Time Warner Cable
03.2013 - 02.2014
Entry Processing Agent
DHL Global Forwarding
11.2010 - 09.2012
Customer Service Representative
Verizon Wireless
10.2006 - 06.2010
Revenue Collector
Virtual Business Office Associates
10.2003 - 08.2005
No Degree - Business Administration And Management
Allen University
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