Marion Bone
Little Rock,AR
Summary
Dedicated customer service professional with extensive experience in the customer service medical rep industry. Recognized for exceptional multitasking abilities and a strong commitment to maintaining professional relationships to drive business results and increase profitability. Specializes in quality, speed, and process optimization. Articulate, energetic, and results-oriented with a passion for developing relationships, cultivating partnerships, and growing businesses. Encouraging manager and analytical problem-solver with talents for team building, leadership, motivation, and excellent customer relations. Strong aptitude for relationship-building skills, proficient in using independent decision-making skills and sound judgment to positively impact company success. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support.
Overview
26
26
years of professional experience
Work History
Customer Service Specialist
Cardinal Health
01.2006 - Current
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Responsible for providing services to customers relating to medical billing, medical reimbursement, and/or other services by acting as a liaison in problem-solving, research and problem/dispute resolution.
- Offer professional and timely service as a representative of Cardinal Health.
- Support an inbound call queue, providing assistance in placing orders, searching products, processing returns, invoice issues, credits and rebills,responding to order inquiries, providing delivery updates, and answering questions.
- Strong organizational skills and attention to detail.
- Answer incoming phone calls from customers and identify the type of assistance the customer needs.
- Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems.
- Utilized ICBM Phone Systems
- Communicate and collaborate with customers and Sales Rep to resolve issues, using clear, simple language to ensure understanding of correct EDI order submission.
- Clarified customer issues and determined root cause of problems to resolve product or customer complaints.
- Developed customer service improvement initiatives to decrease customer wait/delivery times.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Complied with company policies with integrity and procedures by encouraging positive and effective work environment among employees.
- Answered constant flow of customer calls with minimal wait times.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Resolved concerns with products or services to help with retention and drive sales.
- Familiar with SAP/CRM and CTA Systems
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Delivered prompt service to prioritize customer needs.
- Handled escalated calls professionally by remaining calm under pressure while working towards mutually agreeable resolutions for all parties involved.
- Achieved high levels of customer satisfaction with precise management of inquiries, complaints, and feedback.
- Delivered exceptional customer service through proactive problem-solving and efficient resolution of issues.
- Trained new hires on company policies and procedures as well as best practices for delivering exceptional customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
- Sought ways to improve processes and services provided.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Maintained up-to-date knowledge of product and service changes.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
Collections Specialist
Ace Check Cashing
03.2001 - 11.2005
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
- Researched billing errors and discrepancies to initiate corrective action.
- Maintained high volume of calls and met demands of busy and productive group.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Negotiated to collect balance in full.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Established relationships with customers to encourage payment of delinquent accounts.
Collection Specialist
Check Law Recovery
05.1998 - 08.2000
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Entered client details and notes into system for interdepartmental access and review.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Documented customer payment interactions and account statuses for future reference.
- Used skip tracing and other techniques to locate debtors.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
Education
Associate of Science - Middle School Teaching
Pulaski Technical College
North Little Rock, AR06.2005
High School Diploma -
Mcclellan Magnet High School
Little Rock, AR05.1990
Skills
- Microsoft Office
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Call Centers
- Call Volume and Quality Metrics
- SAP
- CRM
- CTA
Timeline
Customer Service Specialist
Cardinal Health
01.2006 - Current
Collections Specialist
Ace Check Cashing
03.2001 - 11.2005
Collection Specialist
Check Law Recovery
05.1998 - 08.2000
Associate of Science - Middle School Teaching
Pulaski Technical College
High School Diploma -
Mcclellan Magnet High School