Gloria Percey
Delmar,NY
Summary
Personable and dedicated Customer Service Representative with extensive experience in healthcare industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Professional with strong background in customer relations, adept at resolving complex issues and enhancing client satisfaction. Skilled in communication, problem-solving, and time management, ensuring seamless service delivery. Collaborative team player, adaptable to changing requirements, consistently driving results and fostering positive work environment.
Overview
15
15
years of professional experience
Work History
Customer Service Specialist
Cox Automotive
03.2022 - 05.2022
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Explained benefits, features and recommendations to maximize client retention.
- Helped customers open accounts, make deposits, update information and carry out range of routine actions.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Adapted quickly to changes in company policies or procedures
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
Customer Service Representative
Lav Service
09.2015 - 02.2022
- Documented conversations with customers to track requests, problems and solutions.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Made outbound calls to obtain account information.
- Assessed customer needs and upsold products and services to maximize sales.
- Exceeded company productivity standards on consistent basis.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Certified Tax Preparer
Liberty Tax Service
11.2012 - 03.2018
- Reduced errors associated with missed tax benefits by completing comprehensive reviews of internal tax preparation documents.
- Informed clients of potentially beneficial products and services, resulting in additional business opportunities.
- Produced work papers and lead sheets, tax projects and payment estimations.
- Supplied detailed tax documentation needed to submit accurate corporate and individual returns.
- Managed deliverables such as tax returns, extensions and tax planning calculations.
- Determined clients' eligibility for tax credits, abatements or deductions through careful research and oversight.
- Finalized and processed paperwork with local, state and federal government authorities.
- Collected detailed information and required paperwork from clients to complete tax returns.
- Applied federal and state government regulations to prepare accurate and compliant tax returns for clients.
- Stored copies of completed returns and related documents according to company procedures and business regulations.
Business Office Manager
Ponce De Leon Care Center
01.2007 - 03.2014
- Did all Medicare/Medicaid billing for a 181 bed SNF
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted clients and family members with their financials.
- Monitored daily operations and implemented changes to ensure highest quality Medical Care for each client.
- Maintained and verified 181 Resident Trust Funds.
- Directed and oversaw office personnel activities.
- Recruited, trained and developed administrative team to support corporate growth and objectives.
- Oversaw CRM updates and backups, report generation and troubleshooting requisition.
- Interacted professionally with customers and inside personnel, answering questions and responding to phone and email inquiries.
- Maintained company accounting records by entering accounts payable, accounts receivable, invoices and expense reimbursements.
- Reviewed documents and obtained additional information to complete accurate paperwork and avoid delays.
- Automated office operations by managing client correspondence, records, contracts and data communications.
Education
High School Diploma -
Bethlehem Central High School
Delmar, NY06-1982
Skills
- Adaptive team player
- Customer service
- Good communication skills
- Customer relationship management (CRM)
- Telephone etiquette
- Complaint handling
- Call centers
- Shipping and receiving understanding
- Office equipment proficiency
- Sales expertise
- Schedule mastery
- Inbound calling expertise
- Clerical support
- Freight operations
- Conflict mediation
- Customer relations
- Customer support expertise
- Courteous demeanor
- Problem-solving abilities
- Human resources management
- Invoicing and billing
- Home healthcare management
- Scheduling and calendar management
- Electronic medical records (EMR) systems
- Medical billing expertise
- Data entry
- Accounts payable and recieveable
Experience
["Customer Service Representatives"],["Tax Preparers"]
Timeline
Customer Service Specialist
Cox Automotive
03.2022 - 05.2022
Customer Service Representative
Lav Service
09.2015 - 02.2022
Certified Tax Preparer
Liberty Tax Service
11.2012 - 03.2018
Business Office Manager
Ponce De Leon Care Center
01.2007 - 03.2014
High School Diploma -
Bethlehem Central High School
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