Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
ELIZABETH RICKS

ELIZABETH RICKS

Valdosta,GA

Summary

Productive Call Center Representative with over 20 years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings.

Overview

20
20
years of professional experience
2
2
Certification

Work History

Virtual Chat/Call Center Customer Service Representative

Teleperformance
Valdosta, GA
08.2022 - Current
  • Developed highly empathetic client relationships and exceeded service standard goals.
  • Maintain high promoter scores and other metrics by being customer-focused
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing, and support policies and procedures.
  • Cross-trained and provided backup support for organizational leadership.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.

Pre-Registration Clerk

South Georgia Medical Center
01.2011 - 01.2015
    • Completed registration paperwork, verifying accurate patient information.
    • Answered patient questions and inquiries regarding registration and documentation.
    • Managed 30 outgoing calls daily to assist with timely scheduling.
    • Verified insurance benefits and obtained pre-authorizations before any medical procedures were performed.
    • Assisted in processing patient payments via cash, checks, and credit cards.
    • Confirmed patient demographics and updated practice management software for accuracy.
    • Safeguarded patient privacy with strict adherence to data security protocols related to electronic health records.
    • Upheld HIPAA regulations and standards for protecting patient information.
    • Secured confidential patient information from unauthorized access.

Seasonal Sales Audit Clerk

Wild Adventures
01.2009 - 01.2011
  • Handled day-to-day accounting processes to drive financial accuracy.
  • Input financial data and produced reports using AS400 and Excel.
  • Entered figures using 10-key calculator to compute data quickly.
  • Managed and responded to correspondence and inquiries from customers and vendors.
  • Input financial data and produced reports using Excel.

Education

Certificate - Healthcare Access Associate

Wiregrass Georgia Technical College, Valdosta, GA
04.2012

Certificate - Office Accounting

Valdosta Technical College, Valdosta, GA
04.2002

Skills

  • Draft and manage documents, and implement tasks utilizing
  • Windows 10, MS Office – Word, Excel, and AS400
  • Operate and maintain Apple/IBM computers, copiers, fax machines, scanners, and other office equipment
  • Typing speed 55WPM and 10-Key 13,800 KPH both with 95% accuracy
  • Live chat Messaging
  • Call Volume and Quality Metrics
  • Understanding Customer Needs
  • Customer Care
  • Customer Data Confidentiality
  • Taking initiative to become familiar with new software programs needed to complete tasks
  • Maintain quiet, secure, and HIPAA-compliant office space for remote work
  • Tact and Sensitivity

Certification

  • Licensed Life and Health Insurance Agent (NPI 20031386) - 08/2021-Present
  • Certified Healthcare Access Associate(CHAA)- 2012
  • Certified Patient Access Representative(CPAR)-2012

Additional Information

I really enjoyed working in a hospital setting and gaining the certifications needed to allow me to better perform my duties. I left work at the hospital as a pre-registration clerk to care for my aging mother. I took on jobs that would allow a better work/life balance as I was caring for her needs. During that time I have worked remotely as a customer service representative in hospitality sales, event ticket sales, customer service, insurance customer service and I have become licensed as a Life and Health insurance agent. I maintain my insurance license mainly to assist friends that are elderly and need assistance choosing a Medicare plan that is best for them. Since pre-teen years I have engaged in a volunteer ministry work. I also take part in an educational program that assists with public speaking, showing compassion and discernment to better understand how to assist all personality types. I enjoy spending time with family, playing games, roller skating and eating.

Timeline

Virtual Chat/Call Center Customer Service Representative - Teleperformance
08.2022 - Current
Pre-Registration Clerk - South Georgia Medical Center
01.2011 - 01.2015
Seasonal Sales Audit Clerk - Wild Adventures
01.2009 - 01.2011
Wiregrass Georgia Technical College - Certificate, Healthcare Access Associate
Valdosta Technical College - Certificate, Office Accounting

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ELIZABETH RICKS