Overview
Work History
Education
Skills
Timeline
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Debra Rowland

Gastonia,United States

Overview

15
15
years of professional experience

Work History

Mail Processing Clerk

Johnson Group
11.2021 - Current
  • Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Streamlined mail processing operations by implementing efficient sorting and organizing techniques.

Intake Specialist

Salvation Army Shelter
02.2019 - 11.2021
  • Answered phone calls and provided new clients with required paperwork to initiate service.
  • Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
  • Completed intake assessment forms and filed clients' charts.
  • Assisted clients with complex situations by providing clear guidance on intake process and available services, resulting in increased understanding and engagement.
  • Utilized critical thinking skills to analyze complex client situations and make informed recommendations for appropriate services and support.
  • Provided compassionate support to clients during intake process, offering reassurance and understanding in times of distress.
  • Maintained accurate, up-to-date client records for reliable reference and communications.
  • Reduced errors in documentation through diligent proofreading before submission, maintaining high standards of quality control throughout entire intake process.
  • Supported team members through collaborative problem-solving, leading to enhanced productivity and overall workplace morale.
  • Enhanced client experience by conducting thorough intake assessments and accurately identifying their needs.
  • Streamlined intake systems, resulting in reduced errors and improved speed.

Benefits Specialist

ContinuumGlobal
07.2018 - 03.2019
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
  • Observed strict procedures to maintain data and plan participant confidentiality.

Payment Specialist

AvidXchange
09.2017 - 02.2018
  • Process payments for small business and large corporations via phone, email and fax
  • Follow up calls
  • Assisting new clients with payment process
  • Maintained 95% and above of quality matrix

CSR

Spectrum
01.2015 - 05.2017
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Preformed troubleshooting steps with customers.

Customer Service Representative Trainer

Iqor
12.2009 - 09.2016
  • Established a positive learning environment by fostering open communication and encouraging team collaboration during training sessions.
  • Mentored underperforming employees, leading to improved performance and meeting company targets consistently.
  • Stayed current on industry trends and best practices in customer service, incorporating this knowledge into updated training materials and methodologies.
  • Implemented regular refresher courses for seasoned customer service representatives to maintain high levels of competency and adaptability within the ever-changing industry landscape.
  • Partnered with other trainers and departments to ensure consistency in training methodologies, resulting in a unified approach to employee development across the company.
  • Analyzed performance metrics to identify skill gaps within the team, developing targeted training initiatives to address these areas effectively.
  • Facilitated role-playing scenarios and group discussions to simulate real-life customer interactions, enhancing trainee preparedness for live service situations.
  • Fostered strong relationships with trainees by maintaining an approachable demeanor and offering ongoing support throughout their development journey.

Program Manager

Iqor Philippines
05.2014 - 08.2015
  • Managed 6 supervisors and 92 agents for customer service
  • Monitored calls, provided feedback to supervisor and agents
  • Handled attendance and disciplinary issues
  • Screened and hired new agents
  • Lead teams to 95% performance in matrix
  • Facilitated workshops and conducted one-on-one training to educate team members.
  • Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.

Education

Bachelor of Arts - Business Administration

Concord University
Athens
06.2001

Certificate of Completion - Medical Coding And Billing

Academy of Careers And Technology
Beckley, WV
05.2008

Skills

  • Work independently
  • Mentoring abilities
  • Group and individual instruction
  • Continuing education
  • Quality Assurance
  • Orientation and Onboarding

Timeline

Mail Processing Clerk

Johnson Group
11.2021 - Current

Intake Specialist

Salvation Army Shelter
02.2019 - 11.2021

Benefits Specialist

ContinuumGlobal
07.2018 - 03.2019

Payment Specialist

AvidXchange
09.2017 - 02.2018

CSR

Spectrum
01.2015 - 05.2017

Program Manager

Iqor Philippines
05.2014 - 08.2015

Customer Service Representative Trainer

Iqor
12.2009 - 09.2016

Bachelor of Arts - Business Administration

Concord University

Certificate of Completion - Medical Coding And Billing

Academy of Careers And Technology

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Debra Rowland