Doris Newman
Johnstown,PA
Summary
PROFESSIONALSUMMARY Energetic customer service professional eager to deliver positive, memorable experience to every customer. Consistently exceed expectations with strong time management and multitasking abilities. Quick learner and hard worker with natural sales talents. Have extensive background in a broad range of professional skills such as, administration, healthcare processes, intake coordinator, sales, production, data entry, tech support, computer skills, enrollment specialist, communication, supervision and mentor. Capable of working with all types of personalities and am accustomed to a challenging environment where deadlines are priority and handling multiple jobs are a norm. Very dependable person with skills of planning, organization, building rapport and supervision.
Overview
17
17
years of professional experience
Work History
Sales Representative/Customer Service Representative
Qualfon
10.2022 - Current
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Computed total costs and profit requirements for customer sales to provide accurate pricing.
- Visited customer locations to evaluate requirements, demonstrate product offerings and propose strategic solutions for diverse needs.
- Established fair pricing structures and finalized contracts to complete purchase agreements with customers.
Sitel Worldwide Corporation, DOW Jones
04.2021 - Current
- Liaised with customers via web chat, telephone calls, or inbound emails to handle 450 support needs
- Compiled information for management on support process changes and results from new deployments
- Developed ever-increasing knowledge of support issues to deliver best-in-class service to teach client
- Documented conversations comprehensively in call center database
- Accepted work orders submitted through online portal and initiated support actions
- Created and implemented solutions for common issues based on pre-scripted repair plans
- Prioritized workloads to successfully manage large volume of emailed support requests daily
- Switched between knowledgebases to manage support work for different client accounts
- Answered user inquiries regarding computer software or hardware operation to resolve problems
- Prepared evaluations of software or hardware, and recommend improvements or upgrades.
ENROLLMENTSPECIALIST, SITEL Worldwide Corporation
09.2020 - 04.2021
- Understood and thoroughly explained services provided to customers and potential customers
- Updated, entered and reviewed customer data
- Management (CRM)
- Quote information
- Vision and dental insurance
- Health insurance
- Customer service training
- Research
- Resolve technical problems
- Read technical manuals
- Creative thinking
- Problem-solving
- Verbal communication
- Multitasking
- Analytical thinking
- Teamwork
- Prioritization
- Provided policy information and maintained enforcement
- Upsold additional products and services after identifying customer needs and requirements
- Identified and solicited sales prospects in agency databases
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation
- Provided primary customer support to internal and external customers in fast-paced environment
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Promoted plans by skillfully explaining features and advantages and turning objections around to complete sales
- Customized insurance programs and cross-promoted products to maximize the group's profits by matching customers with the best fitting options
- Utilized organization's computer system to look up and record information concerning member accounts
- Used upselling and cross-selling techniques to supply solutions to customer issues
- Troubleshot information requests, claim questions, and tax ID requests arriving from billing representatives
- Collected information from clients about financial resources and needs to better understand their situations and select the best products
- Monitored insurance claims to ensure equitable settlements
- Worked with the underwriter to complete forms and obtain coverage.
INTAKECOORDINATOR, Teleperformance/ Well Care
01.2014 - 04.2020
- Supported administrative and healthcare staff with skilled clerical aid such as ordering supplies and organizing office inventories
- Oversaw training and daily performance of 15 staff
- Evaluated employee job performance and motivated staff to improve productivity
- Completed skilled administrative work to all office staff and operational requirements
- Delivered expert clerical support by efficiently handling a wide range routine and special requirements
- Responded to Providers and other agencies inquiries of services via phone, email or web-based platform
- Complete medical and behavioral authorization
- Data entry
- Aided team members and managers with tasks to maintain productivity and meet project milestones
- Completed all assigned tasks prior to shift end
- Addressed concerns quickly to avoid lasting issues.
SPECIALIST
TECHNICALSUPPORTSPECIALIST/BILLING, Teleperformance/ DirecTV & AT&T
01.2014 - 04.2020
- Reviewed account and service histories to identify trends and issues
- Evaluated customer account information to assess current issues and determine potential solutions
- Responded to customer's inquiries via phone, email and web-based platform for technical aid as well as other services of
- AT&T and DirecTV
- Scheduled technical repairs and appointments Identified customer's issues with product and services investigated causes and offered resolutions Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns
- Multitasked across systems and applications and resolved broad range of technical issues
- Communicated clearly and effectively with users, asking questions and listening actively to responses to develop understanding of technical issues
- Scheduled and executed software installations and upgrades
- Evaluated functionality and performance of software and hardware, recommending improvements and solutions
- Guided users step-by-step through installations and technical fixes via phone call, email, and live chat
- Customized the system, software and hardware settings to meet the specific needs of each user
- Organized consistent schedule to stay on top of billing tasks and avoid payment delays
- Quickly processed incoming payments and posted to the correct account
- Assisted with audits and delivered backup accounting and collections support.
CUSTOMERSERVICESPECIALIST, SITEL Worldwide Corporation, Verizon
08.2012 - 01.2014
- Maintained revenue streams by exhausting every option before offering refunds
- Evaluated customer account information to assess current issues and determine potential solutions
- Offered external customers first-rate customer services Accepted transactions and provided information about products of Verizon via phone and web-based with customers
- Built client rapport while accurately processing and troubleshooting technical discrepancies
- Advised cohorts on system issues, troubleshooting devices as well as took escalations
- Floor support/ mentor
- Followed up to determine the status of pending invoices under review by individual departments
- Discussed inquiries with customers to address questions about rates and procedures
- Quickly processed incoming payments and posted to the correct account.
Education
Bachelor of Arts - Sociology/Criminal Justice
Augusta State University
Augusta, Georgia12.2010
Bachelor of Arts - Psychology/Spanish
Augusta State University
Augusta Georgia12.2010
Skills
- Supervision
- Insurance billing
- Data entry
- Problem solving
- Multi-line phone operations
- Patient scheduling
- Public relations
- File and data retrieval systems
- Customer service
- Organization
- First Aid/CPR
- Administrative support
- Customer relations
- Call center experience
- Credit card payment
- Processing
- Direct sales
- Stockroom procedures
- Quality assurance controls
- Microsoft Office ability
- Hardware diagnosis
- Troubleshooting ability
- Hardware upgrades
- Customer support needs
- Assessment
- Customer Relationship
- Microsoft PowerPoint
- Microsoft Excel
- Microsoft Word
- Credit Card Payment Processing
- Client Relationships
- Incoming Call Management
Timeline
Sales Representative/Customer Service Representative
Qualfon
10.2022 - Current
Sitel Worldwide Corporation, DOW Jones
04.2021 - Current
ENROLLMENTSPECIALIST, SITEL Worldwide Corporation
09.2020 - 04.2021
INTAKECOORDINATOR, Teleperformance/ Well Care
01.2014 - 04.2020
SPECIALIST
TECHNICALSUPPORTSPECIALIST/BILLING, Teleperformance/ DirecTV & AT&T
01.2014 - 04.2020
CUSTOMERSERVICESPECIALIST, SITEL Worldwide Corporation, Verizon
08.2012 - 01.2014
Bachelor of Arts - Sociology/Criminal Justice
Augusta State University
Bachelor of Arts - Psychology/Spanish
Augusta State University
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