Marcia Kelley

• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Recommended improvements in products, service and billing methods to management to prevent future problems.
• Maintained accurate records of all interactions with customers in the CRM system.
• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
• Adhered to established service level agreements while handling customer escalations.
• Recognized patterns in escalated complaints from customers across multiple channels such as phone, email, chat, and proactively addressed them before they become systemic problems.
• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.

• Updated databases with new and modified customer data.
• Collected deposits or payments and arranged for billing.
• Developed strong customer relationships to encourage repeat business.
• Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.

Answered inquiries from hospitals, clinics, urgent care, and doctors offices

• Processed accounts payable transactions in a timely manner according to established policies and procedures.
• Generated weekly aging reports for management review.
• Maintained accurate records of payments made to vendors.
• Completed day-to-day duties accurately and efficiently.
• Reviewed timecards at month end to ensure accuracy before approving payment.
• Onboarded new employees in time reporting and payroll systems.
• Managed multiple tasks simultaneously while meeting deadlines consistently.