Matela Kromah
Fort Worth,Texas
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Navitus
02.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- 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.
Home Loan Specialist
Bank Of America
02.2021 - 02.2023
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Worked with underwriters to fix application problems and resolve issues.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Developed and maintained relationships with customers, lenders and other third parties.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
Patient Care Coordinator
Apex Systems
10.2019 - 02.2021
- Maintained confidentiality of patient data and condition to safeguard health information.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Worked closely with patients to deliver excellent and direct individualized patient care.
- Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Organized discharge planning for home care and rehabilitation care stays to ease patients' transition from hospital.
Collections Agent
Credit Systems International Inc.
05.2016 - 10.2019
- Processed payments and applied to customer balances.
- Achieved performance goals on consistent basis.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
- Used skip tracing and other techniques to locate debtors.
Retail Sales Lead
New York And Company
01.2015 - 08.2017
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Facilitated high volumes of cash, credit, and gift card transactions, verifying cash drawer balance at end of each shift.
- Mentored team members to enhance professional development and accountability in workplace.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Listened to customer needs and desires to identify and recommend optimal products.
- Trained team members in successful strategies to meet operational and sales targets.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
Education
Associate of Science - Health Management And Clinical Assistance
Tarrant County College District
Fort Worth, TX10.2024
High School Diploma -
Arlington Heights High School
Fort Worth, TX06.2017
Skills
- Filing
- Call Center Operations
- 10-Key
- Sales Expertise
- Microsoft Word
- Microsoft Excel
- Customer Service
Languages
MANDINKA
Native or Bilingual
Spanish
Elementary
Timeline
Customer Service Representative
Navitus
02.2023 - Current
Home Loan Specialist
Bank Of America
02.2021 - 02.2023
Patient Care Coordinator
Apex Systems
10.2019 - 02.2021
Collections Agent
Credit Systems International Inc.
05.2016 - 10.2019
Retail Sales Lead
New York And Company
01.2015 - 08.2017
Associate of Science - Health Management And Clinical Assistance
Tarrant County College District
High School Diploma -
Arlington Heights High School
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