Cowana L. Stewart
Cypress,TX
Summary
Well rounded self starter and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
23
23
years of professional experience
Work History
Sr. Customer Service Man
Finish Line Tax Resolution
02.2020 - Current
- Train, oversee, and mentor new team members to strengthen performance and job expertise.
- Resolve customer complaints while prioritizing customer satisfaction and loyalty.
- Review and maintain accurate files, ensuring all necessary documentation was in place for future reference. Follow through with client requests to resolve problems.
- Effectively supervised staff personnel by implementing company policies, protocols, work rules and disciplinary action.
- Develop and update spreadsheets and databases to track, analyze and report on performance.
- Enhance customer satisfaction with prompt and accurate case resolutions, resulting in positive feedback and increased client retention.
- Providing exceptional customer service during difficult situations, displaying empathy while explaining complex issues clearly to clients.
Client Service Specialist
AnyWhere Works
02.2018 - 01.2020
- Assisted significant number of customers daily for across various industries including retail, insurance, medical facilities, law firms and more.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Answered over 100 calls per shift to meet fast-paced call center demands.
- Enhanced patient satisfaction by addressing inquiries and resolving issues related to medical appointments, billing, and insurance.
- Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
Case Coordinator
Top Tax Defenders
04.2011 - 08.2017
- Acted as an advocate for clients when necessary, ensuring their needs were met and their voices heard throughout the case management process.
- Managed over 10,000 assigned cases yearly.
- Safeguarded client confidentiality by adhering to strict privacy guidelines and maintaining secure records management practices.
- Completed various administrative tasks such as making phone calls, answering emails and inputting data into systems.
- Administered patient follow-up, data collection, case monitoring and coordination with Internal Revenue Services.
- Collaborated closely with external agencies to ensure seamless service provision, minimizing gaps in care for clients.
- Maintained detailed documentation of client interactions, services provided, and case outcomes for accurate record keeping and compliance purposes.
- Efficiently managed caseloads while prioritizing urgent cases to ensure prompt attention was given when needed most.
Customer Service Representative/ Senior Customer Service Representative
Cox & Associates
06.2008 - 04.2012
- Processed 30 to 50 files, by ensuring all necessary documents were in place before services were rendered
- Responsible for receiving incoming calls and conducting outbound calls to update existing clients on their account
- Promoted to Senior Customer Service Representative August in 2009
- Assist Customer Service Manager by generating daily reports and monitor the performance of the Customer Service team
- Monitor the dialer to ensure that all incoming calls are being addressed in a timely fashion
- Provide professional assistance to the customers and assist the Customer Service Representative with escalated calls
- I utilize coaching and training skills to strengthen the Customer Representative’s with their performance
- Assist with managing the Customer Service Representatives to ensure great quality assurance and deadlines are met.
Collections/Customer Service
SYNCOM
12.2007 - 04.2008
- Auto deficiency and retail collections
- Responsible for the recovery of over $480,000 per month gross
- Actively maintain a high level of professionalism and always adhere to laws under FDCPA
- Consistently meet quotas and call volume requirements.
Collections/Customer Service
NCO formerly Risk Management Alternatives, Inc
10.2004 - 12.2007
- Responsible for the recovery of over $600,000 per month
- Effectively communicated with card members through inbound and outbound telecommunications
- Developed methods for more effective problem solving
- Continuously maintained a high level of professionalism in all areas of operations within the organization
- Successfully and consistently met quotas and company quality and control requirements.
Administrative Assistant/Accounts Payable/Purchasing
Advanced Platinum Solutions, Inc
01.2003 - 09.2004
- Oversaw an overall daily project plan for all outsourced delivery commitments
- Prepared and processed accounts payable vouchers
- Accurately coded and entered all payable invoices and reconciled all monthly statements
- Printed, matched and mailed checks for weekly and monthly batches
- Diligently tracked status of all ordered material and inventory.
Administrative Assistant/Planner/Accounts
Sam Direct Inc
01.2002 - 12.2002
- Payable & Receivable
- Provided accounting support to small and large clients
- Processed payroll, accounts payable and receivable, journal entries, general ledger and purchasing.
Education
Licensed Practical Nurse (Certification) -
Hargest College
Diploma -
Madison High School
Business Management
University of Phoenix
Skills
- Certified Microsoft Office Specialist
- Licensed for collections
- Performance Tracking and Evaluations
- Customer Account Management
- POS Systems and Ordering Platforms
- Data Entry and Maintenance
- Scheduling and Coordinating
- Upbeat and Positive Personality
- Issue and Complaint Resolution
- Customer Support
- Customer Retention Strategies
- Billing Dispute Resolution
- Billing and Collections
- HIPAA Compliance
- Insurance Verification & Claims
Timeline
Sr. Customer Service Man
Finish Line Tax Resolution
02.2020 - Current
Client Service Specialist
AnyWhere Works
02.2018 - 01.2020
Case Coordinator
Top Tax Defenders
04.2011 - 08.2017
Customer Service Representative/ Senior Customer Service Representative
Cox & Associates
06.2008 - 04.2012
Collections/Customer Service
SYNCOM
12.2007 - 04.2008
Collections/Customer Service
NCO formerly Risk Management Alternatives, Inc
10.2004 - 12.2007
Administrative Assistant/Accounts Payable/Purchasing
Advanced Platinum Solutions, Inc
01.2003 - 09.2004
Administrative Assistant/Planner/Accounts
Sam Direct Inc
01.2002 - 12.2002
Diploma -
Madison High School
Business Management
University of Phoenix
Licensed Practical Nurse (Certification) -
Hargest College
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