Google Workspace
Lisa Espinoza
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Administrative/Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative/App Line II
Protiviti-Peckham MBS
12.2023 - 08.2024
- Provided superior customer service by answering incoming calls in a timely manner
- Followed established policies and procedures to respond and route calls appropriately
- Gathered information to determine customers' needs; apply problem solving skills and resolve the inquiry/request effectively
- Logged customer information into a database ensuring data entry is accurate and complete
- Accessed knowledge base per customer request for information
- Verified and recorded demographic data with caller and escalated customer issues as appropriate
- Maintained and improved quality results by adhering to standards and guidelines
- Handled inquiries and requests in a courteous and professional manner, including calls received in crisis situations
- Controlled the pace and flow of the inquiry/request and manage call time effectively
- Followed protocol and apply sensitivity and discretion in handling confidential information
- Promoted Peckham's vision, values, and services to all customers and stakeholders
- Assisted in maintaining organization wide quality standards
- Flexibility in work hours and shifts including some weekends as needed
- Accepted other related jobs/duties as assigned
Billing Specialist/Collections Customer Service
Updike Distribution Logistics LLC
01.2022 - 10.2023
- Performed timely and accurate billing of dedicated accounts in accordance with customer requirements as stated in their contracts.
- Communicated with on-site operations personnel to ensure that all required information is obtained prior to customers' deadlines for completing invoicing.
- Verified and interpreted dedicated contracts to ensure rates and accessorial items applied to invoicing are current and accurate for dedicated invoicing templates.
- Identified and proactively corrected and avoided errors on weekly billings.
- Revised and updated dedicated billing account instructions for each account, including charges, accessorial and/or special instructions in order to facilitate effective and efficient billing of accounts within my portfolio when absent.
- Updated management with billing queue status as appropriate.
- Initiated and communicated with management and IT personnel, ideas for process improvements and change fleet reporting as necessary.
- Continuously participated as a team member in order to maximize department results including performing duties of Billing Representatives as needed.
- Maintained a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations in order to meet company demands and expectations.
- Prioritized and manage delinquent account workload to ensure appropriate actions are taken and track progress
- Followed up on delinquent accounts and take appropriate next-step actions
- Analyzed collection data to identify trends and mitigated liabilities
- Provided friendly customer service regarding collection issues, processing refunds/credits, resolved customer discrepancies etc.
- Entered and maintained accurate records on all collection activities
- Assisted with various month end reports
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Kepted vendor files accurate and up-to-date to expedite payment processing.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
- Monitored outstanding invoices and performed collections duties.
- Generated monthly billing and posting reports for management review.
- Used data entry skills to accurately document and input statements.
- Maintained accurate records of customer payments.
- Additional tasks as assigned by manager
Customer Service Supervisor
Flex Foam
06.2013 - 11.2021
- Coordinated with coworkers and managers to resolve difficult and high-level customer issues
- Processed orders, forms, applications and requests
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and purchasing product
- Ensured customers receive outstanding service to not only maintain but to extend relationship for future business opportunities
- Promoted customer loyalty by delivering exceptional service to handle questions, complaints and product issues
- Addressed various internal and external customer questions and concerns regarding shipments, billing, status, services, carriers and product needs
- Assisted sales associates by offering well-qualified support to address different issues
- Resolve customer issues quickly while complying with company standards
- Tracked orders and shipments while assisting with other customer service needs
- Coordinated and track materials movements to and from customers by liaising with Shipping Manager
- Entered customer data into MAS system and communicate service concerns with shipping department
- Handled diverse range of customer service, operational and administrative requirements daily
- Greeted Customers, Answer calls, emails and faxes, addressing customer inquiries, solving problems and providing product information.
Marketing Communications Specialist
Maricopa County Medical Society
03.2006 - 12.2012
- Regularly and systematically visited member offices/facilities, etc
- To access customer satisfaction, build relationships, worked with management and office team, resolved any challenges in timely manner,
- Responsible for tracking leads and results then report to management
- Updated and maintained membership database
- Membership Recruitment- Assisted in establishing relationship with representatives from physician/hospital/ facility/ and other organizations to increase membership
- Traveled to meet with customers and recruit membership
- Assisted with special event planning such as, CME programs, Mixers and Annual Dinner, solely coordinated Annual ACT KIDS Health Fair
- Assisted department personnel in executing multiple projects and promotional strategies at any given time in order to meet MCMS and MCMS Business Services deadlines and strategic goals, Projects include direct mail, campaigns, running membership reports, marketing optimization and other assignments as required
- Provided secondary front desk coverage as needed
- Other duties as assigned by MCMS CEO or Director of Marketing
Education
GED -
Chicanos Por La Causa
01.1989
Skills
- Upbeat and Positive Personality
- Establishing and Maintaining Customer Relationships
- Administrative and Office Support
- Courteous with Strong Service Mindset
- Call center experience
Additional Information
Knowledge of the transportation industry
Knowledge of TMW Transportation systems
Knowledge of MAS system
Certification
- Certified General Information English Line, Protiviti-Peckham MBS
- Certified App Line II English Line, Protiviti-Peckham MBS -
- MRPT Clearance
Software
Microsoft Outlook
MS Office
Timeline
Customer Service Representative/App Line II
Protiviti-Peckham MBS
12.2023 - 08.2024
Billing Specialist/Collections Customer Service
Updike Distribution Logistics LLC
01.2022 - 10.2023
Customer Service Supervisor
Flex Foam
06.2013 - 11.2021
Marketing Communications Specialist
Maricopa County Medical Society
03.2006 - 12.2012
GED -
Chicanos Por La Causa
Similar Profiles
Wyatt BoggsWyatt Boggs
Customer Service Representative at Peckham Inc.Customer Service Representative at Peckham Inc.
William LewellenWilliam Lewellen
Customer Service Representative at Us Dept of State/ Peckham / contractorCustomer Service Representative at Us Dept of State/ Peckham / contractor
Peter Scray IIIPeter Scray III
Customer Care Representative at Peckham IndustriesCustomer Care Representative at Peckham Industries
Wesley GreenWesley Green
Customer Service Representative II / Financial Services Representative II at QNB BankCustomer Service Representative II / Financial Services Representative II at QNB Bank
Jana WilliamsJana Williams
Patient Service Representative II/Customer Service Representative at Arise PlatformPatient Service Representative II/Customer Service Representative at Arise Platform