Summary
Overview
Work History
Education
Skills
Accomplishments
Assessments
Work Authorization
Personal Information
Timeline
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Elizabeth Morassi

Charlotte,NC

Summary

Efficient billing professional with 15 plus years of experience. Productive and diligent with passion for resolving discrepancies through attention to detail and creative problem-solving. Passionate about perpetuating company values through impeccable work ethic and drive. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

15
15
years of professional experience

Work History

Billing Specialist

Spectrum Communications
11.2021 - Current
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%
  • Educated customers about billing, payment processing and support policies and procedures
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities
  • Cultivated customer loyalty, promoted repeat customers and improved sales
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem
  • Processing payments when needed and/or setting up automatic payments
  • Utilizing multiple systems at same time to ensure all aspects of customer's services are being covered.

Customer Service Representative

Comcast
03.2013 - 10.2021
  • Acknowledged customer's issues by recapping for proper understanding of reason for call
  • Responded with willingness to help with all questions and concerns they may have
  • Displayed empathy along with being able to relate to their situation
  • Moved forward by asking permission to ask clarifying questions to identify issue
  • Demonstrated active listening skills paying attention to details
  • Built rapport by making personal connection while ensuring they have reached the right person to help them
  • Educated customer throughout call on each piece of their services to ensure complete understanding of their product and pricing
  • Offer appropriate value add on solutions or adjustments to fit their needs
  • Ensured customer understood all information
  • Offering to send them additional instructions by mail or email
  • Confirmed resolution offered was correct and fully understood for customer satisfaction
  • Navigating multiple systems to ensure all services are being updated and accurate
  • Processing payments as requested.

Shift Manager

Racetrac
06.2009 - 01.2013
  • Managed schedules, accepted time off requests and found coverage for short shifts
  • Trained and mentored new employees to maximize team performance
  • Tracked receipts, employee hours and inventory movements
  • Recruited and interviewed candidates for management to evaluate readiness and fit for position
  • Kept employees operating productively and working on task to meet business and customer needs
  • Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team
  • Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth
  • Supervised employees and oversaw quality compliance with company standards for food and services
  • Assisted management team in developing and creating welcoming atmosphere for crew members to voice complaints
  • Cooperated with coworkers to improve customer experience and manage storefront
  • Oversaw restocking of supplies and other functions to prepare for daytime business
  • Exercised composure under pressure and in escalated customer service scenarios.

Education

High school diploma -

Windsor Locks High School
Windsor Locks, CT

Skills

  • Hardworking
  • Interpersonal Connections
  • Clear and Effective Communications
  • Adaptability
  • Patience
  • Shift Management
  • Upselling
  • CSS
  • Account management
  • Sales
  • Conflict management
  • Analysis skills
  • Billing systems and software
  • Data entry proficiency
  • Payment posting
  • Customer Engagement
  • Research and due diligence
  • Procedure Development
  • Customer Service

Accomplishments

  • Collaborated with multiple team members in the development of real time employee support through company wide chat system.
  • Achieved highest Number of new credit accounts opened month over month.
  • Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Earned highest marks for customer satisfaction, company-wide.
  • Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Recognized by customers and director of operations for expedient and effective service month after month.
  • Strengthened relationships with peers to create a positive and restful work environment.

Assessments

Sales skills, Proficient, 10/01/21

Work Authorization

Authorized to work in the US for any employer

Personal Information

  • Willing To Relocate: Anywhere
  • Title: Customer Service Billing Specialist

Timeline

Billing Specialist

Spectrum Communications
11.2021 - Current

Customer Service Representative

Comcast
03.2013 - 10.2021

Shift Manager

Racetrac
06.2009 - 01.2013

High school diploma -

Windsor Locks High School

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Elizabeth Morassi