Linda London
Springfield,OR
Summary
Multi-tasking - Troubleshooting - Conflict Resolution - Data Entry - Records Management - Policy or Account Changes - Customer Retention. I'm a polished, astute and experienced customer service representative with a history of top-ranked production in outbound and inbound call centers A professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Pacific Source
Springfield, OR
10.2019 - Current
- Assist members and providers with coverage/claims questions in Medicaid Department
- Accurately interpret benefits and policy provisions for all Pacific Source products
- Analyze customers inquiries and determine steps for resolution
- Document calls in clear and consistent manner in Computer system.
- Follow Pacific Source Privacy Policy and HIPPA laws and regulations concerning confidentiality and security of protected health information
- Handled calls in fast paced inbound call center with solid team of 25
Collection agent
ISGN SOLUTIONS INC
Eugene, Oregon
11.2017 - 03.2018
- First point of contact for customers seeking help with their mortgage questions and or products.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Entered client details and notes into system for interdepartmental access and review.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Maintained high volume of calls and met demands of busy and productive group.
- Managed over 50 calls daily
- Used scripted conversation prompts to convey current account information and obtain payments
Customer Service Rep
Harry And David's Gourmet Gifts
Eugene, OR
11.2015 - 12.2015
- Order entry-provided product information for specialty foods, flowers and gifts
- Up sell and cross sell to repeated and new customers
- Shipped to many countries.
- Seasonal Holiday
- 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.
- Took calls in past paced inbound call center
Customer Service Rep/Collections CrossCheck
Optio Solutions
Petaluma, CA
11.2011 - 02.2014
- Liaised with customers, management and sales team to better understand customer needs and recommend Debt collection and appropriate solutions
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
- Recorded payments
- Set up repayment plans on returned checks
Customer Service Rep
HSBC/CREDIT CARD DIVISION
Tigard, OR
11.2006 - 12.2008
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Set up payment plans and took payments over phone and recorded in computer system.
- Collected on over due 30-90 days credit card accounts.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants. Such as maintaining credit worthiness while in crisis.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Contacted clients to verify account information and maintain accuracy, resulting in 98% increase in client satisfaction
- Counseled debtors on payment options and arranged installment agreements
- Worked in call center environment handling manual and automatically dialed outbound calls
- Processed payments and contracts on accounts
Education
Associate of Arts - ARTS
College of Marin
Greenbrae, CANo Degree - Real Estate
Portland Community College
Portland, ORSkills
- Efficient and Detail-Oriented
- Customer Retention Strategies
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
- Data Entry and Maintenance
- De-escalation Techniques
- Inbound and Outbound Calling
- Document and Records Management
- Patient and Empathetic
- Time Management
- Establishing and Maintaining Customer Relationships
Additional Information
- REAL ESTATE
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
Pacific Source
10.2019 - Current
Collection agent
ISGN SOLUTIONS INC
11.2017 - 03.2018
Customer Service Rep
Harry And David's Gourmet Gifts
11.2015 - 12.2015
Customer Service Rep/Collections CrossCheck
Optio Solutions
11.2011 - 02.2014
Customer Service Rep
HSBC/CREDIT CARD DIVISION
11.2006 - 12.2008
Associate of Arts - ARTS
College of Marin
No Degree - Real Estate
Portland Community College
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