Cortez Smith
St. Louis
Summary
Customer Service Representative with over 14 years of extensive expertise in customer support and conflict resolution. Demonstrates proficiency in managing complex inquiries through multiple communication channels, utilizing advanced CRM and record-keeping skills to enhance customer satisfaction. Committed to fostering positive customer relationships and contributing to team success with a focus on innovative problem-solving and operational efficiency.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Rue Gilt Groupe
03.2021 - Current
- Facilitated member engagement to address inquiries and resolve issues promptly.
- Oversaw voice and email interactions to facilitate timely order modifications and tracking.
- Leveraged multiple systems to optimize performance metrics and enhance operational efficiency.
- Streamlined resolution of diverse member inquiries through voice and email, managing multiple systems effectively.
- Executed navigation of complex multi-screen systems to deliver accurate and timely solutions.
- Facilitated effective team collaboration by managing voice and email communications to enhance member satisfaction.
- Tailored communication strategies to address diverse member needs, ranging from general inquiries to specific order modifications.
Collections Representative
U.S. Bank
04.2018 - 02.2021
- Managed inbound/outbound calls in a dynamic collections center, resolving customer account issues
- Educated customers on account options, leading to improved payment solutions and satisfaction
- Effectively collected on overdue balances, offering tailored payment plans to meet customer needs
- Managed high-volume inbound and outbound collections, educating customers on account status and tailoring payment solutions to individual financial situations
- Partnered with customers to develop personalized repayment strategies, balancing bank objectives with client needs to resolve delinquent accounts effectively
- Provided empathetic support to customers facing financial challenges, offering guidance on available options and fostering positive relationships
- Analyzed customer financial data to identify optimal repayment plans, maximizing collection rates while maintaining customer satisfaction
- Meticulously documented customer interactions and account updates, ensuring accurate records for compliance and follow-up actions
Retention Representative
Convergys
06.2001 - 04.2018
- Process orders for ATT and Direct tv services, enhancing customer retention
- Prepare correspondence to address at-risk customer needs, securing service renewals
- Resolve complaints using CRM tools to improve satisfaction and retention rates
- Utilize multi-screen setups and headsets for efficient problem-solving
- Achieve measurable improvements in customer satisfaction and service continuity
- Secured customer loyalty by addressing complaints and offering tailored solutions, resulting in significant reduction in service cancellations
- Analyzed customer needs to provide optimal phone, cable, and internet packages, enhancing service quality and customer satisfaction
- Streamlined order processing and new service setup, improving efficiency and reducing wait times for ATT and Direct customers
Medical Assistant
Mercy Health
04.2012 - 03.2016
- Supported physicians in procedures, ensuring accurate patient care and efficient workflow
- Monitored and documented vital signs, contributing to high-quality patient assessments
- Prepared lab specimens, enhancing diagnostic accuracy and timely results
- Administered medications, improving patient recovery and adherence to treatment plans
- Streamlined medical procedures, enhancing physician efficiency and patient care quality
- Implemented new specimen collection protocol, reducing processing time
- Meticulously recorded patient vitals, ensuring accurate health data for informed medical decisions
- Developed a system for tracking medication administration
- Initiating Prior authorizations requests
- Validating insurance types (Medicaid, Medicare
- Assessed client documentation for compliance with legal requirements.
- Ensured compliance with company guidelines and regulatory standards when dealing with customers' accounts or policies.
- Filed insurance claims forms in accordance with applicable regulations.
- Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.
Education
M.A. - Medical Assistant
Healthcare education
06.2021
High School Diploma -
Eastside Highschool
St. Louis, MO05.2000
Certification
- Certified Medical Assistant
- BLS Certification
Additionalinformation - Summary
Supported physicians in procedures, ensuring accurate patient care and efficient workflow. Monitored and documented vital signs, contributing to high-quality patient assessments. Prepared lab specimens, enhancing diagnostic accuracy and timely results. Administered medications, improving patient recovery and adherence to treatment plans. Streamlined medical procedures, enhancing physician efficiency and patient care quality. Implemented new specimen collection protocol, reducing processing time. Meticulously recorded patient vitals, ensuring accurate health data for informed medical decisions. Developed a system for tracking medication administration.
Timeline
Customer Service Representative
Rue Gilt Groupe
03.2021 - Current
Collections Representative
U.S. Bank
04.2018 - 02.2021
Medical Assistant
Mercy Health
04.2012 - 03.2016
Retention Representative
Convergys
06.2001 - 04.2018
M.A. - Medical Assistant
Healthcare education
High School Diploma -
Eastside Highschool