Juanita Smith
Columbus,OH
Summary
Personable and dedicated Customer Service Representative with extensive experience in several industries. Solid team player with upositive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Client Service Representative
Morgan Stanley
Columbus, Ohio
02.2022 - 01.2024
- Identify and assist with Firm services and solutions that support clients’ needs including banking products and services and secure, digital offerings like Morgan Stanley Online and Morgan Stanley Mobile
- Confirm authorization and authenticate client when processing requests
- Onboard and maintain client accounts, including collecting client information and require documentation, processing money movement transactions as an example
- Review and take appropriate action on client account alerts.
Patient Account Representative
Healthscope Benefits
Columbus , Ohio
06.2019 - 02.2022
- Promptly and professionally answers / responds to inbound telephone calls, voice mails, and customers who visit the department to accurately assist with questions
- Promptly and professionally makes outbound telephone calls to customers to facilitate further account processing
- Responds to patient’s questions in a timely manner, making sure they understand the answer provided
- Understands the relationship between pricing agencies and insurance companies
- Negotiates and set up payment plans according to defined organizational policies
- Communication verbally and online with Collection Agencies and provide current and accurate information to both patient and collection agencies
- Follow appropriate procedures for canceling accounts placed with collection agencies
- Manage accounts in assigned work queues and follows up appropriately
Retail Operations Manager
J.P Morgan Chase Bank
Polaris, Ohio
06.2010 - 01.2019
- Make informed business decisions using my independent judgement, skill set, experience, and subject matter expertise, in combination with documented policies and procedures,
- Identify and own end-to-end process improvement opportunities, which may include recommending solution(s), developing and maintaining training content, implementing changes, managing process/policy changes, and partnering with the change management leadership team as necessary.
- Ensure team’s adherence to operating policies and procedures, and legal and compliance regulations, while independently resolving escalations.
Education
Some College (No Degree) - Human Services
Skills
- Service Recommendations
- Account Management
- Customer Support
- Escalation management
- Customer Education
- Client Support
Timeline
Client Service Representative - Morgan Stanley
02.2022 - 01.2024
Patient Account Representative - Healthscope Benefits
06.2019 - 02.2022
Retail Operations Manager - J.P Morgan Chase Bank
06.2010 - 01.2019
University of Phoenix - Some College (No Degree), Human Services