Jennifer M. Jones
Port Richey,FL
Summary
Diligent customer service representative with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Ford Motor Credit
11.2017 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Met defined department goals and activity metrics
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Medical Customer Service/Collections Representative
Mobile X
12.2015 - 08.2017
- Schedule x-ray and ultrasound for facilities
- Collected on delinquent accounts by working aging report
- Follows up on past due accounts via phone or mail
- Collects from customer for payment obligations
- Maintain timely and accurate records of all collections
- Resolves account discrepancies and prepares adjustments and refunds
- Responds to verbal and written customer inquiries regarding account status
Medical Biller
Paraclete Care, Inc.
04.2015 - 11.2015
- Scheduled patient appointments
- Set up new patients
- Transmitted Medical Bills
- Transmitted Medical Records
- Assisted in Payment Inquiries
- Pulled medical records and EOB's
Collections
Midway Industries
10.2013 - 07.2014
- High volume outbound calls
- Weekly and monthly reporting to direct supervisor
- Processed monthly credit memos and the appropriate reporting
- High volume phone calls to assigned delinquent customers
- Set up payment arrangements
- Reconcile customer disputes as they pertain to payment of outstanding balances
- Provided excellent & considerate customer service
- Met defined department goals and activity metrics
Collections
ALW/NCO
08.2012 - 07.2013
- High volume outbound calls
- Weekly and monthly reporting to direct supervisor
- Processed monthly credit memos and the appropriate reporting
- High volume phone calls to assigned delinquent customers
- Set up payment arrangements
- Reconcile customer disputes as they pertain to payment of outstanding balances
- Provided excellent & considerate customer service
- Met defined department goals and activity metrics
Customer Service Representative
The Disability Law Center
12.2010 - 07.2012
- Answer phones
- Taking numerous calls from clients and entering information
- Take new client interviews
- Answered inquiries by clarifying desired information; researching, locating, and providing information.
- Clarifying desired information; completing procedures and tasks; obtained authorization numbers for insurance purposes.
- Up selling the company website.
- Maintains call center database by entering information.
- Keep equipment operational by following established procedures; reporting malfunctions.
- Help clients with case status
- Contact social security for case status
Education
Certified Billing and Coding Specialist -
Fortis Institute
05.2015
Skills
- Over 10 years’ experience in Collections/Customer Service
- Strong customer service skills
- Proven ability to work with successfully with others
- Microsoft office proficient
- Keyboarding 45 words per minute
- Experienced in use of PDF files
- Efficient in billing in coding and excellent computer skills
- Knowledge of HIPPA and Medical terminology
Timeline
Customer Service Representative
Ford Motor Credit
11.2017 - Current
Medical Customer Service/Collections Representative
Mobile X
12.2015 - 08.2017
Medical Biller
Paraclete Care, Inc.
04.2015 - 11.2015
Collections
Midway Industries
10.2013 - 07.2014
Collections
ALW/NCO
08.2012 - 07.2013
Customer Service Representative
The Disability Law Center
12.2010 - 07.2012
Certified Billing and Coding Specialist -
Fortis Institute
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