Judith Richards
Riverview,United States
Summary
Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease.
Overview
11
11
years of professional experience
Work History
Customer Support Coordinator
Verizon Wireless
12.2020 - 10.2023
- Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
- Maintained detailed documentation of client interactions and progress toward goals, providing a clear record of assistance provided.
- Ensured compliance with regulatory guidelines by diligently monitoring case documentation and maintaining accurate records for audit purposes.
- Worked with other departmental staff to answer questions and resolve problems.
- Coordinated meetings and events for internal groups.
- Improved client satisfaction by efficiently addressing and resolving support issues.
- Provided ongoing training to staff members on best practices in care coordination, promoting professional development and fostering a knowledgeable workforce.
- Led efforts towards achieving organizational goals by fostering a culture of continuous learning and striving for excellence in all aspects of support coordination services.
- Prepared detailed reports on account activity for management review, identifying areas for improvement or concern.
- Examined claims forms and other records to determine insurance coverage.
- Coordinated with department leaders to identify training needs and develop targeted solutions.
Billing Claims Specialist
Verizon Wireless
11.2018 - 12.2020
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Built constructive customer relationships to improve loyalty and recommendations.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Evaluated current customer retention strategies and recommended improvements.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Researched and resolved billing discrepancies to enable accurate billing.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Strengthened client relationships by providing clear communication throughout the claims process, ensuring all parties were well-informed of progress and outcomes.
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
Project Management
Verizon Wireless
12.2015 - 11.2018
- Maintained accurate records of personnel, equipment, and materials for streamlined project management.
- Streamlined internal processes for more efficient project management and team collaboration.
- Increased team efficiency by implementing new project management tools and techniques.
- Reduced client onboarding time with efficient project management and clear communication strategies.
- Boosted productivity with improved project management techniques and team collaboration.
- Coordinated cross-functional teams for seamless communication and efficient project management.
- Implemented best practices in project management, enhancing overall organizational performance.
- Assisted in project management tasks for successful completion of company initiatives.
Technical Support Expert
Verizon Wireless
09.2012 - 12.2015
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Achieved high levels of customer satisfaction through empathetic listening and timely follow-ups on escalated cases.
- Increased sales revenue by establishing strong relationships with customers and identifying new business opportunities.
- Used ticketing systems to manage and process support actions and requests.
- Monitored systems in operation and quickly troubleshot errors.
- Documented support interactions for future reference.
- Translated complex technical issues into digestible language for non-technical users.
- Responded promptly to incoming sales leads and requests for technical support.
Education
Bachelor of Science (BS) - Business Management
University of Phoenix
06.2025
Associate - Criminal Justice
Hillsborough Community College
Tampa, FL07.2004
Skills
- Problem Solving
- Communication
- Teamwork
- Project Management
- Customer Relations
- Complaint Handling
- Reporting and analysis
- Inter-department collaboration
- Training and mentoring
- Account Updates
- Microsoft Office
- Phone and Email Etiquette
- Data Entry
- Support Services
- Remote Support
- Technical Troubleshooting
- Insurance Verification
- Billing systems and software
- Claims Processing
Professionalmembershipsandactivities
- BOLD
- Young Caribbean Professional Network
Timeline
Customer Support Coordinator
Verizon Wireless
12.2020 - 10.2023
Billing Claims Specialist
Verizon Wireless
11.2018 - 12.2020
Project Management
Verizon Wireless
12.2015 - 11.2018
Technical Support Expert
Verizon Wireless
09.2012 - 12.2015
Bachelor of Science (BS) - Business Management
University of Phoenix
Associate - Criminal Justice
Hillsborough Community College