Holly Colwell
Somerset,KY
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
11
11
years of professional experience
Work History
Senior Customer Service Representative
Anthology Inc
01.2022 - Current
- Investigated and resolved accounting, service and delivery concerns.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Engaged clients in person and over phone to answer questions and address complaints.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Increased efficiency and team productivity by promoting operational best practices.
- Accomplished multiple tasks within established timeframes.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Interim Senior Customer Service Advisor
Anthology Inc
12.2021 - 01.2022
- Coordinate the work of overnights teams of up to 50 advisors for 4 different enterprise clients
- Organize meetings with advisors and other members of the senior leadership team to cultivate extensive company and client knowledge, as well as better assist customers and advisors with inquiries and various issues
- Elevated the skill set of new employees by training them on how to properly approach the unique aspects of the clients
- Led the development and implementation of Performance Improvement Action Plans for more efficient tracking of team performance, as well as resolution of any performance-related issues
- Onboarded more than 15 new team members as part of expanding the team’s scope of operations
- Introduced a new team to the overnight shift, which proved valuable in creating and implementing policies that are specific to shift hours
- Oversaw and guided team to handle customer call escalations, training and mentoring new employees on customer service and system processes.
Customer Service Advisor
Anthology Inc
06.2015 - 12.2021
- Attended to inbound and outbound phone calls and provide assistance to both students and instructors in the resolution of various issues related to course set and course registration
- Gathered information necessary and assisted students with their next steps of the enrollment process
- Won top advisor awards
- Commended for excellent work in conducting customer service delivery to all callers
- Credited with the development of several training guides and call scripts
- Assisted fellow agents and management with content, tools, training, scheduling and call flow.
Billing Administrator
Intrust Healthcare
09.2012 - 05.2015
- Attended to billings claims with multiple insurance provides for all claim types
- Maintained accurate records and systems information
- Assisted with filing claims, reviewing invoices, managing department, and worked directly with insurance providers
- Coordinated work with team to bill all claims effectively and efficiently
- Prepared documentation for audits and payroll
- Contacted insurance providers to verify insurance information and obtain billing authorization
- Answered customer invoice questions and resolved issues discovered during invoicing and collection process
- Performed data import, scanning or manual keying processes to verify invoice accuracy
- Investigated and resolved issues to maintain billing accuracy
- Demonstrated consistent operational excellence to maintain stellar office reputation
- Supervised team of 2 Billing Clerks, promoting positive work environment through effective communication, active engagement and hands-on assistance
- Maintained billing records to ensure accuracy and to process claims as soon as possible.
Education
Associates in Medical Administrative -
Somerset Community College
Somerset, KY01.2012
Associates in Medical Office Management -
Somerset Community College
Somerset, KY01.2012
Skills
- Documentation Review
- Call Control
- Customer Support
- Recordkeeping strengths
- Problem Resolution
- Process Improvement
- Salesforce CRM
- Product and service knowledge
- Professional telephone demeanor
- Call Center Operations
Timeline
Senior Customer Service Representative
Anthology Inc
01.2022 - Current
Interim Senior Customer Service Advisor
Anthology Inc
12.2021 - 01.2022
Customer Service Advisor
Anthology Inc
06.2015 - 12.2021
Billing Administrator
Intrust Healthcare
09.2012 - 05.2015
Associates in Medical Administrative -
Somerset Community College
Associates in Medical Office Management -
Somerset Community College
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