Fantasia Powell
Business Administration
Portsmouth,VA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Personable Member Service Representative offering 3 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Successful at efficiently handling client inquiries, billing and administrative tasks. Familiar with contracts and other documents affecting billing processes. Prepares professional, polished statements and business correspondence.
Knowledgeable about preparing invoices, processing payments and pursuing past-due balances. Well-versed in accurately coding different types of bills for clear recordkeeping and tracking. Team-oriented, dependable and performance-driven.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Alorica
03.2021 - 11.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Member Service Representative
Faneuil
08.2019 - 03.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Educated and engaged customers with new bank products and services.
- Responded to customer calls and emails to answer questions about products and services.
- Verified customer identification and documentation for compliant transactions.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Cross-sold bank services and products to uplift customer investments.
- Developed, implemented and collated customer satisfaction surveys for improved insight.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Premium Billing Customer Care Representative
IBEX Global
06.2016 - 08.2019
- Researched and resolved billing discrepancies to enable accurate billing.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Provided excellent customer service, developing and maintaining client relationships.
- Monitored customer accounts to identify and rectify billing issues.
- Worked with multiple departments to check proper billing information.
- Processed and verified invoices to secure accuracy of billing information.
- Worked effectively with medical payers such as Medicare, Medicaid, commercial insurances to obtain timely and accurate payments.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Generated and submitted invoices based upon established accounts receivable schedules and terms.
- Used data entry skills to accurately document and input statements.
- Audited and corrected billing and posting documents for accuracy.
- Handled account payments and provided information regarding outstanding balances.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
- Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
- Kept vendor files accurate and up-to-date to expedite payment processing.
Education
High School Diploma -
Heritage High School
Newport News, VASkills
- Data Collection
- Account Updating
- Appointment Scheduling
- Product Knowledge
- Scheduling
- Data Entry
- Process Improvement
- Insurance Knowledge
- Effective Communication
- Decision Making
- Software Proficiency
- Computer Literacy
- Customer Retention
- Issue Resolution
- Product Sales
- Service Upselling
- Customer Service
- Service Recommendations
- Account Management
- Excellent Communication
- Fraud Detection
- Microsoft Office Suite
- Banking Knowledge
- Credit Union Knowledge
Accomplishments
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Timeline
Customer Service Representative
Alorica
03.2021 - 11.2023
Member Service Representative
Faneuil
08.2019 - 03.2021
Premium Billing Customer Care Representative
IBEX Global
06.2016 - 08.2019
High School Diploma -
Heritage High School
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