Orina Sterling
Fort Lauderdale,FL
Summary
Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
3
3
years of professional experience
Work History
Patient Financial Services Representative
Memorial Hospital Pembroke
10.2022 - Current
- Entered client details and notes into system for interdepartmental access and review.
- Process Payments.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Investigated customer credit references and approved credit lines.
- Researched billing errors and discrepancies to initiate corrective action.
- Responded to customer inquiries and provided detailed account information.
- Analyzed customer financial records to determine appropriate payment plan.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Worked with customer to create debt repayment plan based on current financial condition.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Established relationships with customers to encourage payment of delinquent accounts.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Generated and distributed monthly customer statements.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Initiated repossession process or service disconnection upon failure of other collection methods.
Fraud Analyst
Fiserv
02.2022 - 10.2022
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Established and maintained positive working relationships with external law enforcement agencies to support fraud investigations.
- Escalate interactions when necessary and appropriate.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Evaluated customer data to identify and prevent fraudulent activities.
- Conducted forensic analyses of financial records to identify fraudulent activity and accurately report findings.
- Worked with third-party vendors to access and analyze data and systems.
- Evaluated success of fraud detection systems to identify areas for improvement.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Conducted research and interviews with relevant stakeholders to gather evidence and build case files.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Testified in court for both civil and criminal cases, answering questions honestly and respectfully.
Customer Service Representative
Nations Benefits
10.2020 - 04.2022
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Calmly attempt to resolve and de-escalate any issues.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed over 80 calls per day.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
Education
High School Diploma -
South Plantation High School
Plantation, FL2019-05
Associate of Science - Medical Assisting
William T. McFatter Technical College
Fort Lauderdale, FL2020-06
Skills
- P > Account updating
- P > Customer service
- P > Fast Paced
- P > Organized
- P>Excellent Communication
- P>Mathematics
- P>Adapt To Change
- Patient Advocacy
- Reviewing Patient Information
- EMR Systems
- Department Oversight
- Medical Terminology
- Software Applications
- Document Uploading
- Billing and Collections
- Customer Inquiries
- Financial Counseling
- Statement Issuing
- Diagnostic Codes
Timeline
Patient Financial Services Representative
Memorial Hospital Pembroke
10.2022 - Current
Fraud Analyst
Fiserv
02.2022 - 10.2022
Customer Service Representative
Nations Benefits
10.2020 - 04.2022
High School Diploma -
South Plantation High School
Associate of Science - Medical Assisting
William T. McFatter Technical College
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