Kenneth Battle
Lakewood,CA
Summary
Proactive Medical Service Assistant and Customer Service Specialist with extensive experience in resolving customer complaints managing detailed records skilled in scheduling,payment processing,and policy management,strong critical thinking and problem-solving abilities to advance in a dynamic role
Overview
18
18
years of professional experience
Work History
Medical Service Assistant
US Department of Veterans Affairs
Long Beach
04.2024 - Current
- Handled customer inquiries in a courteous and professional manner.
- Answered customer inquiries via phone, email, and chat.
- Answered phones, scheduled appointments and managed patient flow while greeting visitors in a professional manner.
- Scheduled appointments for patients via phone and in person.
- Protected patients by observing strict HIPAA guidelines.
- Navigated through computer systems to review information and respond appropriately to callers.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
Policy Management Insurance Specialist
AAA The Auto Club Group-Los Angeles, CA
Los Angeles, CA
08.2021 - 04.2022
- Listened to customer requests and specifications and made suggestions to appropriately fulfill needs, met inbound customer needs while maintaining strict performance targets, updating coverages on existing auto policies
- Attended regular training sessions on updates and changes within the industry or organization.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Monitored incoming calls, emails, and chat messages for quality assurance purposes.
- Assisted customers with inquiries regarding billing statements and account status.
- Verified customer account balances and processed payments accordingly.
- Provided guidance and assistance to customers who were facing financial difficulties.
- Analyzed customer payment histories to determine eligibility for special payment plans or discounts.
- Researched delinquent accounts to identify sources of delinquency, such as late payments or insufficient funds.
- Negotiated payment arrangements with customers who were past due on their accounts.
ACCOUNTS RECEIVABLE SPECIALIST/Customer Service Representative
Trident Dental Laboratories-Hawthorne, CA
Hawthorne, CA
07.2017 - 06.2021
- Performed targeted collections on past due accounts aged over 30-60 days, closely managed monthly reconciliation schedules of all assigned accounts, contacted clients with past due accounts to formulate payment plans and discuss restructuring options, handled a high volume of in-bound calls pertaining to reconciliation of delinquent accounts, researched and resolved customer claims related to shortages, discount violations, and returns, reviewed accounts on a monthly basis to assess aging and pursue collection of funds, processed payments and applied to customer balances
- Monitored customer account details for non-payments, delayed payments, and other irregularities.
- Reconciled discrepancies between customer payments and invoices due.
- Prepared monthly statements for customers.
- Provided excellent customer service while resolving disputes with customers concerning their accounts receivable balance.
- Responded promptly to customer inquiries regarding their account status or payment history.
- Assisted in month-end closing process including preparation of journal entries related to Accounts Receivable activities.
- Maintained organized records of all customer accounts receivable activity.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Collections Specialist
Cityloan-Long Beach-CA
Long Beach, CA
10.2015 - 01.2017
- Helped clients plan payoff plans for various types of loans, discussed options with delinquent clients in terms of proposed solutions or foreclosure, maintained a high volume of calls to meet demands of busy group, set up drafts and processed immediate payments, utilized scripted conversation prompts to convey current account information and obtain payments, achieved performance goals on a consistent basis, provided exceptional customer service on all calls while maintaining a calm and professional demeanor in challenging circumstances, worked in call center environment handling manual and automatically dialed outbound calls, used skip tracing and other techniques to locate debtors, applied training and persuasive communication strategies to overcome objections, processed payments and applied to customer balances, set up and updated customer accounts with interactions, payments, and personal information, followed up with customers to collect information and verify details, contacted customers to collect outstanding payments via one-time or negotiated installment methods
Telephone Service Rep
Kinecta Federal Credit Union-El Segundo, CA
El Segundo, CA
06.2013 - 08.2015
- Answered telephone inquiries on banking products including checking, savings, loans, and lines of credit, created member account profiles on kinecta.org online banking program, handled various accounting transactions, reduced downtime to support quality control, boost revenue, and ensure projects are completed on time and under budget, advised clients on mortgage, educational, and personal loans, executed wire transfers, stop payments, and account transfers, collected member loan payments, handled all customer relations issues in a gracious manner and in accordance with company policies
- Collected deposits or payments and arranged for billing.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
Customer Service Representative
Sun West Mortgage Company Inc-Cerritos, CA
Cerritos, CA
10.2012 - 02.2013
- Responded to customer requests via telephone and email, kept track of payments that were missed and ensured that the required action was taken, advised clients on mortgage, educational, and personal loans, provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions, received and managed 80-100 phone calls per day to answer clients' questions, solve problems, inform customers on product launches, and direct calls to appropriate departments, asked open-ended questions to assess customer needs, provided customers with important details about billing, payment processing, and support procedures and requirements
Customer Service Representative
Wells Fargo Bank-Santa Ana, CA
Santa Ana, CA
10.2006 - 04.2012
- Received multiple positive reviews which acknowledged dedication to excellent customer service, analyzed and escalated complaints, issues, and grievances to designated departments for investigation and response, resolved all customer complaints in a professional manner while prioritizing customer satisfaction, directed calls to appropriate individuals and departments, averaged an average of 80-100 calls per day by addressing customer inquiries, solving problems, and providing new product information, assisted customers promptly and politely, in person and via telephone, helped drive sales goals and achieve monthly quotas
Education
High school diploma -
Lakewood High School
CA12.2002
Skills
- EXCELLENT WRITTEN
- Cold Calling
- AR
- Strong conflict resolution skills
- Quick learner
- CRM software
- Customer service
- Account Reconciliation
- Accounts Receivable
- Accounts Payable
- Excellent work ethic
- MS Office Suite
- Multitasking
- TELEPHONE (15years) (10 years)
- Phone Etiquette
- Computer literate
- Accounting
- Computer Literacy
- MULTITASKING
- Bank Reconciliation
- Microsoft Outlook
- Excellent written and oral communication
- QuickBooks
- Good communication skills
- ETIQUETTE
- Microsoft Dynamics GP
- Telephone etiquette
- Microsoft Excel
- PROBLEM SOLVER
- Microsoft Powerpoint
- Natural leader
- Customer support
- General Ledger Reconciliation
- Conflict Management
- Creative problem solver
- Receivables
- Personable
- Customer-oriented
- Strong interpersonal skills
- CRM Software
Timeline
Medical Service Assistant
US Department of Veterans Affairs
04.2024 - Current
Policy Management Insurance Specialist
AAA The Auto Club Group-Los Angeles, CA
08.2021 - 04.2022
ACCOUNTS RECEIVABLE SPECIALIST/Customer Service Representative
Trident Dental Laboratories-Hawthorne, CA
07.2017 - 06.2021
Collections Specialist
Cityloan-Long Beach-CA
10.2015 - 01.2017
Telephone Service Rep
Kinecta Federal Credit Union-El Segundo, CA
06.2013 - 08.2015
Customer Service Representative
Sun West Mortgage Company Inc-Cerritos, CA
10.2012 - 02.2013
Customer Service Representative
Wells Fargo Bank-Santa Ana, CA
10.2006 - 04.2012
High school diploma -
Lakewood High School
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