Michelle Osborn
Eagle Creek,OR
Summary
Highly motivated employee with a strong desire to tackle new challenges. Demonstrates a solid work ethic, adaptability, and exceptional interpersonal skills. Proven ability to work effectively and independently, while quickly mastering new skills.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
TEK Systems, Inc - Discover Financial Services
10.2024 - Current
- Increased customer satisfaction by addressing and resolving complex issues effectively..
- Maintained detailed records of customer interactions, tracking concerns and resolutions.
- Addressed and resolved billing inquiries, ensuring customer satisfaction with account management.
- Developed comprehensive knowledge of products and services to provide accurate information to customers.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Quality Assurance Specialist
Transdev Transportation Services
Clackamas, Oregon
03.2020 - 03.2024
- Respond via telephone and email requests from members, outside agencies, clinics, insurance companies, physicians, and staff regarding release of health record information
- Verify that members are currently enrolled in the Oregon Health Plan /Medicaid/Medicare plans
- Proficiency in the use of applicable computer software; Microsoft Word, excel, Outlook and other work-related tools; fax, copier, scanner
- Utilize computer system applications and equipment to receive and dispatch information to requesting parties for both emergent and non-emergent situations
- Entering information into electronic database with pertinent information to help keep member information up to date and organized for tracking purposes
- Heavy focus on time management and multitasking between tasks
- Strong organizational skills and ability to work independently and manage multiple priorities in a busy environment with frequent interruptions and time demands
- Heavy use of multi-line phone system
- Release relevant health care information through verbal and written communications in accordance with state and federal laws
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Teller 1
U.S. Bank
Miwaukie OR, OR
08.2019 - 03.2020
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
Customer Service Representative
First Transit
Clackamas, Oregon
09.2018 - 01.2019
- Assisted members of The Oregon Health Plan with setting up their transportation to and from needed medical appointments.
- Worked flexible hours across night, weekend, and holiday shifts.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring member satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for members.
- Reduced average call handling time, ensuring prompt service to members while maintaining quality interactions.
- Established trust with members by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Maintained detailed records of member interactions, streamlining communication efforts between various departments.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Customer Service Representative
ACE Cash Express Inc.
11.2017 - 09.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Utilized CRM software for accurate record-keeping and easy access to pertinent client information during calls.
- Managed high volume of invoices while maintaining attention to detail, resulting in improved financial accuracy.
- Handled account payments and provided information regarding outstanding balances.
- Monitored outstanding invoices and performed collections duties.
- Managed invoicing and payment processing operations.
- Developed strong relationships with clients by providing exceptional customer service during phone calls or email communications regarding billing matters.
- Maintained up-to-date customer records with accurate contact information, ensuring timely invoice delivery.
Education
High School Diploma -
Molalla High School
Molalla, OR06.2003
Skills
- Attention to detail
- Customer service
- Interpersonal skills
- Effective communication
- Problem-solving
- Negotiation skills
- Data entry
- Adaptability
- Positive attitude
- Payment processing
- Account management
- Diplomacy
- Professional telephone demeanor
- Computer proficiency
- Professionalism
- Active listening
- Critical thinking
Timeline
Customer Service Representative
TEK Systems, Inc - Discover Financial Services
10.2024 - Current
Quality Assurance Specialist
Transdev Transportation Services
03.2020 - 03.2024
Teller 1
U.S. Bank
08.2019 - 03.2020
Customer Service Representative
First Transit
09.2018 - 01.2019
Customer Service Representative
ACE Cash Express Inc.
11.2017 - 09.2018
High School Diploma -
Molalla High School
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