Octavia Pearson
Vernon Hills
Summary
Detail-oriented Customer Service Specialist with experience in fast-paced environments. Skilled in prioritizing tasks and collaborating in teams to achieve business objectives. Expertise in resolving escalated customer support issues and committed to delivering quality service to clients.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Fabian Couture
Vernon Hills
05.2024 - Current
- Addressed customer inquiries and resolved issues efficiently, enhancing customer satisfaction.
- Responded to calls and emails promptly, ensuring clear and professional communication with customers.
- Collaborated with customers to discuss product concerns and solutions.
- Implemented innovative strategies to solve complex customer problems, improving overall service quality.
- Managed specialty accounts worth millions, ensuring client satisfaction.
- Processed web orders for EDI accounts, ensuring accuracy and timeliness.
- Coordinated efforts with AR, AP, and sales teams for seamless operations.
Medical Receptionist
Rosalind Franklin University
Vernon Hills
05.2023 - 01.2024
- Scheduled and canceled appointments for international and local clients
- Sent out reminders for appointments
- Facilitated communication between clients and medical personnel to streamline inquiries and appointments
- Managed billing and insurance information to ensure accurate processing and patient satisfaction
- Answered and rerouted inbound phone calls
- Filed important medical information
- Negotiated contract terms with clients to establish mutually beneficial agreements
Client Credit Analyst
Volkswagen Credit
Libertyville
08.2021 - 05.2022
- Analyzed contract terms for federal regulation adherence and state-specific policy verification.
- Audited contract documentation for compliance and accuracy, mitigating potential risks.
- Ensured consistent contract structure and dealership advance aligned with financing guidelines.
- Contacted dealers to resolve documentation discrepancies, ensuring timely processing.
- Applied proper marketing programs and bonuses to dealer payments.
- Created customer accounts in loan origination system, facilitating efficient loan processing.
Mortgage Contract Specialist
Dovenmuehle Mortgage
Lake Zurich
02.2021 - 07.2021
- Identified and implemented process improvements within department to enhance operational efficiency.
- Analyzed client issues communicated by account managers and departments to provide effective solutions.
- Resolved open items by escalating issues to appropriate response teams, ensuring timely resolutions.
- Alerted management proactively when established KPI minimums were not met.
- Documented servicing system using tasking application while adhering to organizational guidelines.
- Provided written confirmation and documentation of completed research and outcomes.
Vendor Returns Analyst
CDW
Vernon Hills
10.2018 - 01.2021
- Managed vendor return authorizations to ensure compliance with company policies and procedures.
- Optimized revenue by approving or denying returns based on established guidelines.
- Delivered customer credit and issued call tags to facilitate return processes.
- Coordinate and perform customer returns
- Collaborate with other departments such as accounts payable, account managers, vendors and also other analysts.
Medical Billing
Option Care
Vernon Hills
05.2016 - 09.2018
- Organized patient medical costs and invoiced patients and insurers for timely payments.
- Communicated with patients to discuss payment options and negotiate manageable plans.
- Recorded patient data in administrative systems, ensuring accurate documentation of outstanding claims.
Education
Associates Degree -
College of lake county
Grayslake, IL05.2018
High School Diploma -
Grayslake Central High School
Grayslake, IL05.2014
Skills
- Salesforce expertise
- Customer service excellence
- Microsoft Office proficiency
- Organizational skills
- Problem-solving abilities
- Interpersonal communication
- Team collaboration
- A2000 software knowledge
- SPS software proficiency
- AS400 software experience
- Zorro software knowledge
- ApplicationXtender proficiency
- Power BI expertise
Certification
Basic Life Support (BLS) Certified
References
Available upon request
Timeline
Customer Service Representative
Fabian Couture
05.2024 - Current
Medical Receptionist
Rosalind Franklin University
05.2023 - 01.2024
Client Credit Analyst
Volkswagen Credit
08.2021 - 05.2022
Mortgage Contract Specialist
Dovenmuehle Mortgage
02.2021 - 07.2021
Vendor Returns Analyst
CDW
10.2018 - 01.2021
Medical Billing
Option Care
05.2016 - 09.2018
Associates Degree -
College of lake county
High School Diploma -
Grayslake Central High School