Qumisha Patterson
Irving,TX
Summary
Dear Hiring Manager, I am writing to apply for the Escalation Manager. I am a highly motivated individual with great customer service skills and experience, so I would be a valuable asset to your team. In my current customer service role, I have always gone above and beyond for customers. I have a natural ability to build relationships and solve problems, so I am confident that I can provide excellent service to your customers. My current role as a Performing Loan Consultant has given me the organizational skills and experience necessary to excel in this role. Moreover, I managed to achieve while working at my current job, which proves that I am capable of providing excellent customer service. By joining your team, I hope to develop my skills further and contribute to the success of the business. I see myself fitting in long-term, and I am eager to use my skills to help the company achieve its customer service goals. Please find attached my resume and certificates for you to read. I am able to start work immediately. Thank you for your time and consideration. I look forward to hearing from you soon. Sincerely, Qumisha Patterson
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Caliber Home Loans/Shellpoint Mortgage Servicing
04.2020 - Current
- Taking inbound & making outbound calls for payments. Reviewing accounts for items that need to be reversed on the customers account, processing fee waivers, and explaining other miscellaneous charges on the customers account. Setting up promise to pays when necessary.
- Assisting customers with daily set-up, cancellations, and changes to Automated Clearing House (ACH) payments. Process payment transactions.
- Explaining the escrow to the customer & how the payments are calculated as well. Assist customers & educate customers on the functions of the website.
- Making sure any questions or consents of the customer is meet on every call. Providing customers with a first call resolution.
Customer Service Representative
Willis Towers Watson
09.2019 - 03.2020
- Utilizing a consultative approach to listen, assess, and resolve the retirees needs and questions with carriers, clients, and third party administrators.
- Effectively, and empathetically communicate over the phone. By demonstrating problem- solving skills to identify root causes and issues of inquiries, and provide feedback on resolutions.
- Represent the company effectively, while using patience, knowledge, and kindness to deescalate concerned callers. Work as a team player in a diverse, professional call center environment.
Diet Office Clerk
UT Southwestern Medical Center
09.2017 - 02.2019
- Worked with the patients at hospital by making sure they are getting their proper nutrition. Answer the phone & take the orders of each patient in the hospital. Guided & assist them with any of their dietary needs.
- Ensures that all patients are fed in timely manner & ensures patients receive appropriate meals.
- Provides menus to all patients with current diet orders in timely manner and picks up menus at assigned times. Obtains patient menu selections for all meals.
- Maintains excellent work habits with positive attitude through attendance, promptness, attention to detail, and flexibility.
- Manages special needs of patients as indicated.
- Maintains professional behavior while interacting with fellow staff members, supervisors, patients, families and all Zale Lipshy guests.
- Manages telephone calls promptly and professionally, utilizing telephone etiquette techniques.
- Performs other related duties as assigned or requested.
Customer Service Representative
OptumRx/United Health Care
08.2015 - 09.2016
- Answered a high volume of calls from patients or their representative, regarding patient bill balances, payment plans, credit card payments, patient pricing, re-billing insurance companies and general customer concerns. Process adjustments, refunds, transfer bills, mail return and perform manual sales.
- Evaluate and respond to all aspects of written billing inquiries, including but not limited to: billing insurances, and updating invoices.
- Research, troubleshoot and resolve complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution. Ability to work in a fast-paced environment. Ability to meet quality standards.
- Maintain all Compliance and HIPAA regulations at all times. Navigate both Quest Billing systems and the web. Performed all aspects of billing customer service as needed.
Customer Service Representative
Teleperformance
06.2010 - 08.2015
- Resolve customers complaints via phone, email, mail, or social media. Use telephones to reach out to customers and verify account information. Greet customers warmly and ascertain problem or reason for calling. Cancel or upgrade accounts. Assist with placement of orders, refunds, or exchanges. Advise on company information.
- Take payment information and other pertinent information addresses and phone numbers. Place or cancel orders. Answer questions about warranties or terms of sale. Act as the company gatekeeper.
- Suggest solutions when a product malfunctions. Handle product recalls. Attempt to persuade customers to reconsider cancelation. Inform customers of deals and promotions. Sell products and services.
- Utilize computer technology to handle high call volumes. Work with customer service manager to ensure proper customer service is being delivered. Close out or open call records. Read from scripts. Handle changes in policies or renewals.
Education
Certificate - Phlebotomy Technican
Northlake College
Irving, TX06.2019
Diploma - General
James Madison High School
Norcross, GA10.2003
Certificate - Medical Assistant
Ayers Career College
Shreveport, LA01.2003
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C. E. Byrd High School
Shreveport, LA05.2000
Skills
- CPR Certified
- Phone Etiquette
- Escrow
- ACH
- Customer Service (10 years)
Timeline
Customer Service Representative
Caliber Home Loans/Shellpoint Mortgage Servicing
04.2020 - Current
Customer Service Representative
Willis Towers Watson
09.2019 - 03.2020
Diet Office Clerk
UT Southwestern Medical Center
09.2017 - 02.2019
Customer Service Representative
OptumRx/United Health Care
08.2015 - 09.2016
Customer Service Representative
Teleperformance
06.2010 - 08.2015
Certificate - Phlebotomy Technican
Northlake College
Diploma - General
James Madison High School
Certificate - Medical Assistant
Ayers Career College
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C. E. Byrd High School
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