Forrest Willome
Gaithersburg,MD
Summary
To secure a position in a customer service role, utilizing my knowledge and skills.
Overview
12
12
years of professional experience
Work History
Regional Service Lead
Window Nation
2022.08 - Current
- Lead a team of 6 in managing all formal customer complaints, ensuring timely and effective resolution.
- Monitor and respond to complaints received through the Better Business Bureau (BBB) and State Attorney General offices.
- Supervise both call center representatives and administrative support staff, fostering collaboration and efficiency.
- Develop and implement comprehensive training programs to enhance service quality and compliance.
- Prepare and deliver detailed weekly executive reports summarizing performance metrics and complaint trends.
Call Service Representative
Global Reimbursement Consultants
2018.10 - 2022.08
- Managed high-volume inbound calls for medical accounts while maintaining accuracy and professionalism
- Ensured compliance with HIPAA regulations in all patient interactions and documentation
- Processed and billed insurance claims, resolving discrepancies to support timely reimbursement
- De-escalated patient concerns with empathy and effective problem-solving
Portfolio Administrator
Whipple Law Firm
2014.03 - 2018.09
- Managed accounts and executed outbound contact strategies to maximize recovery
- Collaborated directly with attorneys to develop strategies for high-balance accounts.
- Utilized legal talk-offs to navigate sensitive or escalated consumer interactions.
- Assessed accounts to determine when legal action was appropriate
Skills
- Proficient in Microsoft Office (Word, Excel, and PowerPoint)
- Epic, SFM, Optimum, Salesforce, D365
- Dialer interfaces
Timeline
Regional Service Lead
Window Nation
2022.08 - Current
Call Service Representative
Global Reimbursement Consultants
2018.10 - 2022.08
Portfolio Administrator
Whipple Law Firm
2014.03 - 2018.09