Holly Colwell
Somerset,KY
Summary
Customer service professional with strong background in managing customer interactions and resolving issues promptly. Committed to enhancing team collaboration and achieving consistent results. Recognized for adaptability in dynamic environments and proficiency in handling customer concerns and inquiries.
Overview
14
14
years of professional experience
Work History
Senior Customer Service Representative
Encoura LLC
Remote
06.2015 - Current
- Collaborated with with multiple teams and departments to ensure accuracy, customer satisfaction and quality.
- Analyzed customer feedback to identify trends, driving improvements in service delivery and product offerings.
- Managed multiple chats simultaneously and over 50 incoming chats, emails, calls per day from customers.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Assisted in multiple departments, quickly learning new systems, products, and policies.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing inquiries from over 20 employees a day.
Billing Administrator
Intrust Healthcare
Somerset
09.2012 - 05.2015
- Managed billing processes and records to ensure accurate invoicing and timely collections.
- Trained junior staff on billing systems and best practices for optimal performance.
- Collaborated with healthcare providers to resolve billing inquiries and disputes effectively.
- Collaborated with multiple departments to maintain and update multiple systems and customer records.
- Handled over 750 client records, ensuring that all information was kept up to date and accurate.
Education
Associate of Applied Science - Medical Information Technology
Somerset Community College
Somerset, KY2012
Skills
- Customer Service
- Call Control
- CRM Tools
- Documentation and recordkeeping
- Cross-Department Collaboration
- Complaint resolution
CRM Tools
80 WPM
Quality assurance
Call control
Documentation review
Cross-functional collaboration
Timeline
Senior Customer Service Representative
Encoura LLC
06.2015 - Current
Billing Administrator
Intrust Healthcare
09.2012 - 05.2015
Associate of Applied Science - Medical Information Technology
Somerset Community College