Robyn McCraw
Eugene,OR
Summary
Accommodating Account Executive with over 20 years of experience interacting cordially with wide range of personalities and satisfying customers by patiently and tactfully handling difficult situations. Practiced at maintaining, analyzing and troubleshooting customer and client needs. Highly motivated and results-driven when issues arise and interacting with help desk staff.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Consumer Help Desk Team Lead
Professional Credit Service
03.2013 - 01.2024
- Updated account information to maintain customer records.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Assisted with training sessions to educate management personnel on compliance and regulatory standards through AR Trail and presentations.
- Directed and implemented strategic improvement plans to integrate solutions to audit findings and workflow process issues.
- Identified and contacted customers with overdue accounts to address payment status.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Prepared and submitted legal documents to initiate court proceedings.
- Answered customer communications per day via telephone, email and web chat.
- Contacted major credit bureaus to obtain copies of files and discuss specific entries via eOscar system.
- Verified insurance of patients to determine eligibility.
- Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
- Adhered to established standards to safeguard patients' health information.
- Utilized electronic medical record systems to store, retrieve and process patient data.
- Scanned and uploaded medical records into electronic medical records system.
- Sorted and distributed incoming and outgoing mail.
- Negotiated settlements of disputes and litigation.
Account Representative
Credit Concepts
01.2024 - Current
- Boosted client satisfaction by maintaining excellent communication and promptly addressing concerns.
- Exceeded sales targets through consistent follow-ups and relationship-building with clients.
- Expanded customer base by conducting market research and identifying potential leads.
- Streamlined account management processes to improve efficiency and reduce errors.
- Managed a portfolio of multiple accounts, ensuring timely delivery of products and services while maintaining strong relationships with clients.
- Identified possible at-risk accounts enabling preemptive intervention measures before any loss or dissatisfaction occurred.
Store Manager
Wireless Advocates
09.2005 - 03.2012
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Approved regular payroll submissions for employees.
- Assisted in recruiting, hiring and training of team members.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Supervised guests at front counter, answering questions regarding products.
Education
High School Diploma -
Thurston High School
Springfield, OR06.1990
Skills
- Customer Service Excellence
- Critical Thinking
- Project Coordination
- Empathy and Patience
- Adaptability and Flexibility
- Decision Making
- Team Leadership
- Performance Metrics
- Time Management
- Conflict Resolution
- Data Analysis
- Training and Development
- Ticket Management
- End-User Training
- Detailed Documentation
- Client Relationship Management
- Call Management
- Report Preparation
- Incoming Call Management
- Database Management
- Training Materials Development
Certification
- ACA Certified
Additional Information
Proficient in AR Trail, Docutrail, Ojin, TLO, eOscar, Microsoft Word
Timeline
Account Representative
Credit Concepts
01.2024 - Current
Consumer Help Desk Team Lead
Professional Credit Service
03.2013 - 01.2024
Store Manager
Wireless Advocates
09.2005 - 03.2012
High School Diploma -
Thurston High School
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