Lygia Hunley
Fort Worth,TX
Summary
Dynamic Account Manager with a proven track record of customer satisfaction, managing a $3.5 million portfolio and driving client retention through strategic solutions and comprehensive product understanding. Excelled in utilizing Salesforce and PeopleSoft, showcasing strong technical support skills alongside mentoring abilities. Achieved 100% accuracy in payroll processing, demonstrating a blend of meticulous attention to detail and exceptional customer service.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Account Manager
Paycom
Grapevine, Texas
07.2024 - Current
- Manage a book of business valued at $3.5 million. While ensuring clients are receiving their maximum value for their products, and understand the ROI for the products they use.
- Identify trends through customer interactions and account analytics to present strategic solutions to a customer that maintain and improve client retention and their ROI on the Paycom system.
- Collaborated with the marketing team to develop promotional materials for clients.
- Maintain relationships with an assigned book of long-term clients in our core market via outbound phone calls, conference calls, and webinars.
- Coordinate with internal departments and drive resolution on any customer projects to enhance employee usage and customer health, leading to client retention.
- Partner with the client on change management strategies to ensure total client, employee adoption of Paycom software, services, and new feature releases.
- Troubleshoot and resolve customer inquiries with same-day, comprehensive resolutions.
- Partner with internal departments to ensure appropriate usage strategies are in place, and act as a feedback loop to client-facing departments to ensure usage-driving practices are effective.
- Ensure payrolls for all assigned accounts are processed with 100% accuracy.
- Enter relevant information into the CRM system after each contact with a client to ensure quality data to enable effective client retention
- Created comprehensive reports on account performance, and presented them to senior management.
CSR - Customer Service Representative
WEX Inc.
02.2022 - 07.2024
- Answer inbound calls from drivers, merchants, and fleet managers
- Assist customers with billing questions, payments, and invoices
- Resolve customer issues in a timely manner
- Troubleshoot and assist customers with online inquiries
- Perform account maintenance while ensuring proper security measures are met
- Identify accepting locations for customers to use product
- Process authorizations for merchants when appropriate
- Consistently meet or exceed individual Key Performance Indicators (KPIs)
- Promote programs and products available
- Maintain adherence and conformance to scheduling needs and expectations
Medical Appointment Scheduler/Lead Front Desk Receptionist
TEXAS HEALTH PHYSCIANS GROUP
Bedford, TX
01.2019 - 02.2022
- Efficient with EPIC
- Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments
- Schedule appointments and maintain and update appointment calendars
- Receive payment and record receipts for services
- Calculate and quote rates, insurance policies, or other products or services
- Provided exceptional customer service through effective telephone communication and follow-ups
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules
Client Services Representative
FREDDIE MAC VIA INSCOPE STAFFING
Carrolton, Texas
02.2017 - 04.2018
- Handled 30+ customer interactions, with duties to include assisting clients with guidance on products and services
- Provided tier 1 technical support to include password reset and access to company Loan Origination Software, resolving issues at a 90% rate
- Learned how to use Salesforce and PeopleSoft customer service software
- Used IVR phone system
Health Concierge
AETNA
Arlington, TX
03.2014 - 10.2016
- Handled 50+ customer interactions per day, giving personalized, friendly, and polite service to ensure excellent customer service.
- Proficient in company-specific services such as benefit plan, insurance verification, calculating payment responsibility.
- Mentored a team of eight in customer service script recitation and conflict resolution, while monitoring recorded calls to measure customer experience and adherence to policy and procedure.
- Awarded Quality Adherence and Customer Satisfaction honors for meeting site metrics at a 100% score for a rolling six months.
- Trained with our QA team to monitor and critique associates' phone calls, ensuring they are following policy and procedure.
Customer Care Representative
BANK OF AMERICA
Fort Worth, TX
11.2013 - 03.2014
- Handled 90+ calls per day aiding customers with inquiries regarding mortgage services, payments and products
- Receive source data such as customer names, address, phone numbers, credit card information, and enter data into various customer service software
- Performed data entry and retrieval with software such as Microsoft Office (Word, Excel)
- Aided 2 team members in providing feedback on calls and call quality, as well as working to meet specific company metrics and goals
Customer Service/Retention Specialist
CITI GROUP
McLeansville, NC
10.2011 - 08.2013
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Solicit sales of new or additional services or products
- Check to ensure that appropriate changes were made to resolve customers' problems
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
Customer Service Representative
AT&T MOBILITY CALL CENTER
Fayetteville, NC
03.2010 - 10.2011
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Solicit sales of new or additional services or products
- Determine charges for services requested, collect deposits or payments, or arrange for billing
Education
Bachelor of Arts - Gourmet Cooking And Catering
Ashworth College
Norcross, GA08.2013
Bachelor of Arts - Communications
Fayetteville State University
Fayetteville, NC12.2009
High School Diploma -
Martin Van Buren High School
Queens, NY06.2004
Skills
- Mentoring
- Salesforce
- Medical office experience
- EMR Systems
- IVR
- Medical Records
- Clerical Experience
- ICD-9
- PeopleSoft
- VPN
- Insurance Verification
- Technical support
- Order fulfillment
- Microsoft SharePoint, Word, Powerpoint
- Microsoft Excel: Vlookup, Pivot Table
- Conflict Management
- Epic
- Google Suite
- Live chat
- Customer Relationship Management
- Medical billing
- E-commerce
- Sales
- Quality assurance
- CPT Coding
- Medical coding
Certification
Epic Certification
Timeline
Account Manager
Paycom
07.2024 - Current
CSR - Customer Service Representative
WEX Inc.
02.2022 - 07.2024
Medical Appointment Scheduler/Lead Front Desk Receptionist
TEXAS HEALTH PHYSCIANS GROUP
01.2019 - 02.2022
Client Services Representative
FREDDIE MAC VIA INSCOPE STAFFING
02.2017 - 04.2018
Health Concierge
AETNA
03.2014 - 10.2016
Customer Care Representative
BANK OF AMERICA
11.2013 - 03.2014
Customer Service/Retention Specialist
CITI GROUP
10.2011 - 08.2013
Customer Service Representative
AT&T MOBILITY CALL CENTER
03.2010 - 10.2011
Bachelor of Arts - Gourmet Cooking And Catering
Ashworth College
Bachelor of Arts - Communications
Fayetteville State University
High School Diploma -
Martin Van Buren High School
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