Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Doris Newman

Johnstown,PA

Summary

Energetic person seeking an fast growing organization for opportunities for growth. Am able to work with all types of personalities and have skills customer support, supervision, insurance as well as mentor bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.

Overview

10
10
years of professional experience

Work History

Sales Associate

Qualfon Call Center/ T-Mobile
Johnstown, PA
10.2022 - Current
  • Described merchandise and explained use, operation and care.
  • Demonstrated product features and benefits for customers' need
  • Worked with fellow sales team members to achieve group targets.
  • Collaborated with management teams to develop innovative marketing strategies.
  • Used technology resources to assist customers in locating and selecting items.
  • Built and maintained relationships with peers and upper management to drive team success.
  • Answered incoming telephone calls to provide store, products and services information.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Provided accurate information about products, prices and services.
  • Tracked sales performance metrics to identify trends in the market place.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Processed orders, forms, applications, and requests accurately and efficiently.

Customer Service Representative

Qualfon/AT&T
Johnstown, PA
10.2022 - Current
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Set up and activated customer accounts.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Improved customer service wait times to mitigate complaints.
  • Educated customers on special pricing opportunities and company offerings.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Handled calls for Billing, technical as well as for AT&T

Customer Service Representative

SITEL Worldwide( Dow Jones)
AUGUSTA, GA
04.2020 - 05.2022
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Set up and activated customer accounts.
  • Performed variety of clerical and administrative duties pertaining to on-site support.
  • Implemented strategies for improving response time for emails.
  • Composed grammatically correct, clear and concise email responses to reflect company tone and style.
  • Resolved customer complaints in a timely manner.
  • Answered customer inquiries regarding product features, pricing, and availability.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Assisted customers with delivery issues by phone,chat and email support.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Performed customer support for services for Wall Street Journal and Barron Magazine.

Enrollment Specialist

SITEL Worldwide
Augusta, GA
04.2020 - 05.2022
  • Contacted underwriters and submitted forms to obtain binder coverage.
  • Handled new enrollments by entering customers' data and reviewing information.
  • Prepared reports on enrollment statistics and discussed how to improve enrollment procedures during team meetings.
  • Provided guidance to new students on selecting courses and degree requirements.
  • Monitored clients' insurance coverages to ensure changing needs were met.
  • Answered incoming calls from prospective students seeking admissions information.
  • Responded promptly to customer inquiries about their policies and provided timely updates as needed.
  • Conducted telephone appointments with prospective clients to build rapport and sell insurance services.
  • Reviewed insurance policies to ensure compliance with existing regulations.
  • Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services, and best practices.
  • Explained coverage options to potential policyholders, answering questions or concerns.
  • Resolved routine and complex issues by performing detailed research.
  • Prepared detailed reports summarizing findings from investigations into suspicious claims activity.

Intake Coordinator

Teleperformance(Well Care)
Augusta, GA
01.2014 - 04.2020
  • Scheduled and confirmed patient appointments for diagnostic, surgical and consultation services.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Assisted in determining appropriate referrals for clients to other community agencies or programs.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Assisted in developing policies and procedures related to intake processes.
  • Answered phone calls to provide assistance, information and medical personnel access.
  • Resolved customer complaints or answered customers' questions.
  • Completed Medical and Behavioral authorization for services under Well Care provider by phone and fax
  • Offered crisis intervention techniques when needed.
  • Adhered to confidentiality guidelines when handling sensitive information about clients.
  • Provided education about available services, benefits, rights, responsibilities, risks and benefits of treatment options.

Technical Support Representative

Teleperformance( DirecTV)
Augusta, GA
01.2014 - 04.2020
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Conducted workflow analysis, space design or cost comparison analysis.
  • Supervised and directed workers engaged in installation of data communication equipment and software.
  • Served as first point of contact for incoming technical service calls and emails.
  • Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.

  • Provided technical assistance to customers through phone, email and chat support.
  • Documented all activities related to technical support including processes, updates, changes made.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.
  • Handled customer service issues by providing guidance or escalating for advanced support.

Customer Service Representative

Teleperformance
Augusta, GA
01.2014 - 04.2020
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Updated customer order specifics and customer details, preferences and billing information.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Completed request for Combining bills with AT&T services and DirecTv service.
  • Took payments and completed orders for customers.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Education

Bachelor of Arts - Sociology/Criminal Justice

Augusta State University
Augusta, GA
12-2010

Bachelor of Arts - Psychology/Spanish

Augusta State University
Augusta, GA
12-2010

Skills

  • Contract Preparation
  • Customer Needs Assessment
  • Product Sales
  • Retail Loss Prevention
  • Sales Development
  • Payment Processing
  • Client Account Management
  • Promotional Support
  • Upselling
  • Order Processing
  • Problem-Solving
  • Customer Service
  • Excellent Communication Skills
  • Verbal/Written Communication
  • POS System Operation
  • Client Service
  • Exceptional Customer Service
  • Energetic Self-Starter
  • Multi-Tasking Strength
  • Sales Goals Attainment
  • Written and Oral Communication Skills
  • Appointment Scheduling
  • Charting and Clinical Documentation
  • Multi-Line Phone Operations
  • Patient Scheduling
  • Scheduling Appointments
  • Medical Billing
  • Data Entry
  • HIPAA Compliance
  • Outpatient Procedures
  • CPR Certified
  • Patient Billing
  • Critical Thinking
  • Clerical Support

Timeline

Sales Associate

Qualfon Call Center/ T-Mobile
10.2022 - Current

Customer Service Representative

Qualfon/AT&T
10.2022 - Current

Customer Service Representative

SITEL Worldwide( Dow Jones)
04.2020 - 05.2022

Enrollment Specialist

SITEL Worldwide
04.2020 - 05.2022

Intake Coordinator

Teleperformance(Well Care)
01.2014 - 04.2020

Technical Support Representative

Teleperformance( DirecTV)
01.2014 - 04.2020

Customer Service Representative

Teleperformance
01.2014 - 04.2020

Bachelor of Arts - Sociology/Criminal Justice

Augusta State University

Bachelor of Arts - Psychology/Spanish

Augusta State University

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Doris Newman