Miri Olinka Chester

• Help Patient with a Test Request Form for a Kidney Stone Urine Testing
• Answer calls timely and professionally
• Respond accurately and efficiently to customer inquiries
• Research required information using available resources
• Handle and resolve customer complaints within our department duties
• Provide customers with service information
• Enter customer information in accurate manner
• Process supply orders, forms request and other application needs
• Identify and handle escalate priority issues
• Route calls to appropriate resource
• Follow up customer calls where necessary with email, fax or other electronic devices
• Complete call logs
• Produce call reports as requested
• Follow policies and procedures including attendance, performance guidelines, and scripting
• Operating within organizational chain of command
• And any other tasks and responsibilities assigned by the supervisor or manager

Essential Duties/Responsibilities

• Provide customer product support and technical issue resolution via phone
• Resolve problem(s) over the phone by instructing/guiding customers through detailed corrective actions
• Follow up with customers when necessary to confirm resolution of problems
• Respond to customer support requests with a sense of urgency and professionalism
• Ask questions to determine nature of problem and follow through with troubleshooting process
• Diagnose technical problems and instruct end-users through appropriate maintenance or troubleshooting procedures
• Communicate issues with team members and escalate appropriately; serve as an internal resource to assist sales representatives and internal staff when necessary
• Proactively identify and report potential problems or issues to supervisor and management
• Document all patient and device related complaints electronically
• Work cross-functionally to support organizational goals

• Respond to escalated business /consumer related calls in the Credit Order Operations Support (COOS) and Credit & Order Review (CORe) team.
• Analyze all business/consumer related applications and activations to provide appropriate credit decisions.
• Process D35 (non payment) and manual reactivations account transactions.
• Assist with activations and customer maintenance support for Indirect Channel Agents and credit review related situations for Customer Service, Direct/Indirect Sales Channel locations including;B2B, Telesales, BGCO .

• Responsible for handling high volume of inbound and escalation customer-related collections calls during all stages of delinquency accounts, including the resolution outstanding issues preventing payments, suspension prevention and account rehabilitation, monitoring customer bill payments and following up on payment arrangements.
• Analyze, research and resolve billing issues, Initiate TOPS investigations, handled special projects; mentoring new hires, follow up deadlines, formatting monthly/ weekly appeals log PowerPoint presentations.
• Prioritize and organize daily Follow-ups to ensure timely resolution.
• Participate in conference calls and team meetings.
• Evaluate customer concerns and resolve problems to the customer’s satisfaction.

• Responsible for handling high volume of inbound and escalation customer-related collections calls during all stages of delinquency accounts, including the resolution outstanding issues preventing payments, suspension prevention and account rehabilitation, monitoring customer bill payments and following up on payment arrangements.
• Analyze, research and resolve billing issues, Initiate TOPS investigations, handled special projects; mentoring new hires, follow up deadlines, formatting monthly/ weekly appeals log PowerPoint presentations.
• Prioritize and organize daily Follow-ups to ensure timely resolution.
• Participate in conference calls and team meetings.
• Evaluate customer concerns and resolve problems to the customer’s satisfaction.

• Financial Services Handle inbound/outbound calls for Verizon Wireless customers.
• Negotiated payment extensions in a timely manner, conduct training, proper escalation methods and techniques for call handling.
• Addressed customer disputes by reviewing billing issues and overall account history, Maintain monthly KPIs, received company accommodations for performance, partake in company sponsored events and promote a positive work environment.