Jamie Coley
Chandler,AZ
Summary
Experienced with providing high-quality customer support across various channels. Utilizes strong problem-solving skills to address and resolve customer inquiries efficiently. Track record of excellent communication and maintaining positive customer relationships.
Overview
21
21
years of professional experience
21
21
years of professional experience
Work History
Customer Support Specialist
Eleras Group
St. Charles
06.2023 - Current
- Resolved customer inquiries effectively through multi-channel communication platforms.
- Collaborated with cross-functional teams to enhance customer support processes and service delivery.
- Trained new team members on best practices for issue resolution and customer engagement strategies.
- Implemented feedback mechanisms to identify service improvement opportunities, enhancing customer satisfaction.
IRC Representative
Perdeceo Education
Chandler, AZ
10.2020 - 05.2023
- Taking calls to help Students Enroll In college or to get the information requested
- Facilitated student enrollment processes, ensuring compliance with institutional policies and procedures.
- Developed and implemented effective communication strategies to enhance student engagement and retention.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
Receptionist/Executive Assistant
Janiking
St. Louis, MO
03.2017 - 03.2020
- Organizing Calendars for 3 Senior Leads, President,COO and VP. Also setting their travel and appointments.
- Handling all inbound calls with transferring and messages
- All office duties printing, faxing, scanning, copying any paperwork needed. Computer knowledge of Excel, Microsoft Words, Outlook use on a daily.
- Setting Appointments for sale reps, Keeping calendar organized and set for Executive VP, Typing of Contracts, Emailing all information to clients. Doing follow up calls to get contracts signed
- Managed front desk operations, ensuring smooth visitor check-in and appointment scheduling.
- Coordinated communication between clients and staff to enhance service delivery.
- Handled multi-line phone system, directing calls to appropriate departments promptly.
Appointment Setter /Inside Sales
Buildingstars
St. Louis, MO
09.2014 - 12.2016
- Handling outbound calls to companies to set appointment for outside sales rep to give free estimates. In Call Center
- Scheduled appointments with potential clients, ensuring optimal time management and organization.
- Engaged in proactive outreach to generate leads through various communication channels.
- Maintained customer relationship management (CRM) system for tracking interactions and follow-ups.
- Collaborated with sales team to refine appointment-setting strategies and improve conversion rates.
- Conducted research to identify target markets and potential client needs effectively.
Appointment Setter
Direct Buy
St. Louis, MO
10.2013 - 07.2014
- Handling out-bound calls to clients on advertising for memberships. In Call Center.
- Managed appointment scheduling and client follow-up to optimize sales opportunities.
- Utilized CRM software to track leads and maintain accurate client records.
- Developed effective communication strategies to engage potential customers.
- Coordinated with sales team to align appointment goals with overall business objectives.
- Conducted market research to identify potential clients and enhance outreach efforts.
Collection Rep
Dixon Law firm
St. Louis, MO
03.2013 - 07.2013
- Handling in-bound an out- bound calls collecting funds on past due accounts 3rd party collections, skip tracing, verifying personal information
- Managed collections processes to ensure timely recovery of outstanding debts.
- Facilitated communication between clients and legal teams to resolve payment disputes.
- Evaluated client accounts to determine appropriate collection strategies and actions.
- Analyzed debt recovery trends to optimize workflows and enhance operational efficiency.
- Processed payments and contracts on accounts.
- Counseled debtors on payment options and arranged installment agreements.
- Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
Team Lead Customer Service Rep
US BANK
St. Louis, MO
09.2011 - 02.2013
- Handling outbound calls to clients on mortgage payments, customer service skills for problem solving, skip tracing, verifying personal information. In Call Center.
- Led cross-functional teams to enhance process efficiency and streamline operations.
- Developed training programs for staff, improving onboarding and knowledge retention.
- Implemented performance metrics to track team productivity and service quality.
- Oversaw project execution, ensuring adherence to timelines and compliance standards.
- Facilitated regular team meetings to foster collaboration and address challenges promptly.
- Coordinated with senior management to align departmental goals with organizational objectives.
- Mentored junior team members, enhancing their skills and promoting professional growth.
Customer Service Skills and Taking
Service Protection Direct
St. Louis, MO
05.2010 - 07.2011
- Handling inbound payment calls and outbound collections call for Extended Warranty Company. In Call Center.
- Analyzed customer feedback to improve service delivery and operational efficiency.
- Collaborated with cross-functional teams to streamline processes and enhance customer satisfaction.
- Conducted data analysis to identify trends, informing strategic decisions on service enhancements.
- Provided exceptional support for customers, leading to increased loyalty and repeat business.
- Handled escalated customer complaints professionally, working towards mutually agreeable resolutions while preserving the company''s reputation.
Appointment Setter
Thomas Constructions
Earth City, MO
08.2007 - 04.2010
- Handling outbound calls to generate leads for Home Improvement Company. Scheduling appointments for Sales Rep to give free estimates. In Call Center.
- Monitored appointment outcomes, providing feedback for continuous improvement initiatives.
- Implemented streamlined processes that improved scheduling efficiency and reduced errors.
- Set appointments with salespeople and potential customers.
Collection Representative
May Company
Earth City, MO
01.2005 - 07.2007
- Handled in-bound & out-bound customers collections calls and provided skip tracing research on clients for JCPennys Retail credit cards. In Call Center settings
- Managed inbound and outbound communications to resolve customer account issues.
- Conducted payment negotiations and established repayment plans for delinquent accounts.
- Analyzed customer account histories to identify patterns and improve collections strategies.
- Collaborated with cross-functional teams to enhance customer service processes and improve recovery rates.
Education
Associate - Medical Billing And Coding
Everest College
Earth City, MO01.2009
Skills
- CLERICAL
- ORGANIZATIONAL SKILLS
- RECEPTIONIST
- DATA ENTRY
- FILING
- CUSTOMER SERVICE
- ICD
- BILLING
- COLLECTIONS
- OFFICE MANAGEMENT
- ICD-9
- CMS
- CODING
- MEDICAL TERMINOLOGY
- THIRD PARTY BILLING
- ETIQUETTE
- PHONE ETIQUETTE
- ICD-9 &CPT Coding
- UB-04 Billing
- Medical Terminology
- Third Party Billing
- CMS 1500
- Filling
- Co-Pay Collections
- Modifiers
- Claim Corrections
- Claim Rejections
- Claim Processing
- Account Balancing
- Customer Service; Data Entry Skills; Filing; Clerical Skills; Phone Etiquette; Organizational Skills
- Office Management
- Appointment Setter
- Receptionist
- Inside Sales
- Medical Billing
- Cold Calling
- Personal Assistant Experience
- Medical Coding
- ICD-10
- Outbound Sales
- Medical Records
- Medical Office Experience
- Insurance Verification
- Anatomy Knowledge
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
Websites
Timeline
Customer Support Specialist
Eleras Group
06.2023 - Current
IRC Representative
Perdeceo Education
10.2020 - 05.2023
Receptionist/Executive Assistant
Janiking
03.2017 - 03.2020
Appointment Setter /Inside Sales
Buildingstars
09.2014 - 12.2016
Appointment Setter
Direct Buy
10.2013 - 07.2014
Collection Rep
Dixon Law firm
03.2013 - 07.2013
Team Lead Customer Service Rep
US BANK
09.2011 - 02.2013
Customer Service Skills and Taking
Service Protection Direct
05.2010 - 07.2011
Appointment Setter
Thomas Constructions
08.2007 - 04.2010
Collection Representative
May Company
01.2005 - 07.2007
Associate - Medical Billing And Coding
Everest College
Timeline
Customer Support Specialist
Eleras Group
06.2023 - Current
IRC Representative
Perdeceo Education
10.2020 - 05.2023
Receptionist/Executive Assistant
Janiking
03.2017 - 03.2020
Appointment Setter /Inside Sales
Buildingstars
09.2014 - 12.2016
Appointment Setter
Direct Buy
10.2013 - 07.2014
Collection Rep
Dixon Law firm
03.2013 - 07.2013
Team Lead Customer Service Rep
US BANK
09.2011 - 02.2013
Customer Service Skills and Taking
Service Protection Direct
05.2010 - 07.2011
Appointment Setter
Thomas Constructions
08.2007 - 04.2010
Collection Representative
May Company
01.2005 - 07.2007
Associate - Medical Billing And Coding
Everest College