Freda Cook
Pearland,USA
Summary
Customer service professional with solid background in delivering exceptional support and solutions. Known for reliability, adaptability, and unwavering commitment to team success. Strong interpersonal skills and ability to navigate complex customer interactions with ease.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Support Team Lead
CenterPoint Energy
04.2006 - 07.2021
- Provided unwavering support to clients by assisting with billing, credit, payment arrangements aimed at increasing customer satisfaction and improving retention rates
- Maintained client records, update accounts, and process payments, as well as negotiated payment arrangements, while adhering to company guidelines
- Addressed concerns and resolved issues in prompt and professional manner to enhance customer trust and loyalty
- Identified trends in client requests and assisted management in resolving problems, while contributing to proactive solutions and improved operational efficiency
- Tracked changing software and technologies with potential to impact customer requirements, as well as enabled organization to adapt and stay ahead in meeting client needs
- Saved company approximately 15% on unpaid accounts by arranging affordable payment plans
- Achieving a 30% increase in team productivity
- Worked on special projects to help streamline application process
- Received many compliments from supervisors and co-workers for going extra mile to help
- Assisted in training and mentoring new hires to facilitate achievement of short- and long-term business objectives
- Implemented training programs to enhance team knowledge and performance, resulting in higher customer satisfaction rates.
- Mentored new hires for seamless integration into the customer support team.
- Actively participated in company-wide initiatives aimed at enhancing overall customer satisfaction across multiple touchpoints.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
Education
Bachelor of Applied Arts & Science - Applied Administration
University of Houston Downtown
Houston, TXSkills
- Core Competencies
- Medical Office Procedures
- Healthcare Compliance & Regulations
- Customer Service & Relationships
- Account Payable & Receivable
- Collections Law
- Billing & Payment Processing
- Customer Scheduling
- Microsoft 365
- Records Management
- Critical Thinking Skills
- Financial Transactions
- Complex Problem Resolution
- Team Building & Leadership
- Cross-functional Collaboration
- Verbal & Written Communication
- Corporate Receptionist and Operator
- Team Management
- Escalation Handling
- Policy Enforcement
- Feedback Delivery
Certification
- Certificate of Completion- Medical Business Office Professional
- Medical Terminology
- Medical Administrative Support
- Medical Insurance Billing
- Health Information Systems
- Certificate of Completion-HIPAA
- Certificate of Completion-Revenue Cycle Management Training
Qualifications Summary
Dynamic and efficient professional seeking to leverage experience in customer service and office administration. Strong communicator with ability to enhance customer experience and collaborate with various departments to meet business objectives. Well versed at maintaining databases, processing payments, managing billing queries, and completing administrative tasks. Demonstrates innovative problem-solving skills, effective oral and written communication, and proven ability to prioritize tasks in fast paced environments.
Languages
English
Full Professional
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 21 in the development of Customer Resolution Process.
- Achieved increase in customer satisfaction by completing 75 % of orders with accuracy and efficiency.
- Resolved product issue through consumer testing.
Timeline
Customer Support Team Lead
CenterPoint Energy
04.2006 - 07.2021
Bachelor of Applied Arts & Science - Applied Administration
University of Houston Downtown
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