Jacqueline Frizell
Minneapolis,Minnesota - MN
Summary
Hardworking with exceptional track record of reliable attendance and high-quality work. Strong collaboration skills to thrive in fast-paced, high-stress environments.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
TN Marketing
Plymouth , MN
05.2021 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Medical Scheduler
Woodlake Medical Management
Minnetonka, MN
12.2019 - 11.2020
- Processed incoming referrals for new patients, verifying insurance information and scheduling appointments accordingly.
- Maintained a high level of customer service when interacting with patients over the phone or in person.
- Answered incoming calls from patients inquiring about their upcoming appointments or requesting changes to existing ones.
Customer Service/Collections Senior Agent
IQor Inc.
Plymouth , MN
02.2015 - 11.2019
- Recovered lost revenue by persistently reaching out to customers with past due accounts.
- Monitored accounts to identify overdue payments and pursue timely remedies.
- Placed outbound collections calls daily to approximately 200 accountholders.
Customer Service Representative
Nortland Group
Edina, MN
04.2001 - 02.2015
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Supported end-users by responding quickly to phone messages and following up on complaints
- Consulted with customers to determine best methods to resolve service and billing issues.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Trained 5 new employees each quarter in procedures and policies in order to maximize team performance.
- Upheld privacy and security requirements established by FDCPA regulatory agencies.
- Answered numerous inbound calls per day and directed to designated individuals or departments.
- Resolved average of 100 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.
- Assisted approximately 15 customers each week with payment questions.
Education
Some College (No Degree) - Composition
Century College
White Bear Lake, MNHigh School Diploma -
East High
Waterloo, IowaSkills
- Providing customer support
- Residential customer service
- Commercial customers
- Customer database management
- Customer support needs assessment
- Customer care experience
- Customer inquiry resolution
- Customer experience
- Customer complaint resolution
Timeline
Customer Service Representative
TN Marketing
05.2021 - Current
Medical Scheduler
Woodlake Medical Management
12.2019 - 11.2020
Customer Service/Collections Senior Agent
IQor Inc.
02.2015 - 11.2019
Customer Service Representative
Nortland Group
04.2001 - 02.2015
Some College (No Degree) - Composition
Century College
High School Diploma -
East High
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