SABINA PASSMORE
Ecorse,MI
Summary
Open to Remote | or Onsite Employment |Available Immediately
PROFESSIONAL SUMMARY
Meticulous Senior Customer Service professional responsible for handling internal and external customers simultaneously while efficiently
performing various administrative tasks such as answering inquiries, providing information, data entry and billing.
Overview
20
20
years of professional experience
Work History
Customer Accounts Advisor
Aaron’s Sales & Lease
, MI
10.2022 - Current
- Aaron’s offers sales and lease-to-ownership of specialty items including furniture, consumer electronics, home appliances, and accessories throughout the United States and Canada
- Central Duties:
- Sell customers the benefits of timely lease agreement renewal payments
- Assist the Customer Account Manager in setting and achieving daily, weekly, and monthly revenue and renewal goals
- Assist with merchandise returns and guest deliveries as directed by management
- Attainment and upkeep of customers’ accounts including maintaining updated customer information in the store computer system and documenting all customer payment appointments
- Clean and certify merchandise in the Quality Assurance Center for all items personally returned
- Complete and maintain weekly vehicle maintenance sheet and route sheets daily
- Load, secure and protect products in company vehicles
- Direct contact with customers who have not renewed their Lease agreement(s) both in home visits and over the phone
- Safely operate company vehicle
- Assist the Sales Team as needed
- Any reasonable duties requested by management.
Unemployment Insurance Analyst
Robert Half/State of Michigan Unemployment Insurance Agency
09.2021 - 11.2021
- Employees in this job for the State of Michigan (SOM) perform a variety of activities in call/contact centers and Central Administration Office in the provision of unemployment claims services to claimants, employers, and the public in accordance with the Michigan Employment
- Security (MES) Act, and established methods and procedures
- Central Duties:
- Utilized software for NICE InContact, MAX Agent, MS Office Suite, (SOM) programs MI Login, MIWAM and Tracker
- Processed new, additional, reopened, and continued unemployment claims as well as appeals, protests, and reviews under adjudication
- Compiled pertinent facts related to potential unemployment insurance fraud, sets up claims cases for the audit/investigation unit, and issues (re)determinations
- Made, and issued, monetary and non-monetary (re)determinations and reconsiderations, administrative error restitution determinations, and restitution determinations
- Interviews claimants, employers, and/or other interested parties via telephone, mail, fax, and electronic methods to determine eligibility for unemployment benefits and/or resolve unemployment claims issues
- Worked on a limited range of unemployment claims processing assignments while learning work methods, processes, and procedures, and developing knowledge and skills in accordance with well-defined procedures, methods, and practices
- Applied monetary and non-monetary decisions based on Office of Appeals, Board of Review, or court rulings.
Client Service Advocate
Redford, MI
09.2017 - 03.2019
- In collaboration with the Director of Client Services and the Account Management team, the Client Service Advocate (CSA) is responsible for providing an exceptional customer experience to an assigned portfolio of Forum clients
- As a team member, the CSA must exhibit confidence in understanding employee benefits products, programs, and services, and be able to effectively
- Communicate that information accurately both verbally and in writing
- Most importantly, the CSA serves as the initial point of contact with responsibilities to greet, direct, and assist clients with service-related issues, account questions, billing issues, problem resolution, and escalations
- The desire to build strong and long-lasting client relationships is key to a team member’s success
- Central Duties:
- Completed Inbound call management, including one call resolution for the customer whenever possible
- Provided feedback to management regarding customer problems, questions, and needs
- Follows through on client issues or requests until resolved or reports to management as needed
- Followed up with customers on resolutions to ensure that the resolution was satisfactory and that no additional questions exist
- Ensured effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries
- Oversaw situations that may require adaptation of response or extensive research
- Accurately documented inquiries
- Managing the customer needs cross-functionally by ensuring efficiencies and accuracies, giving the customer the response, or connecting callers with the appropriate team member – Client Services Director or Account Manager assigned to the client.
Customer Care Advisor
General Motors/Aerotek
Warren, MI
01.2014 - 09.2017
- Provided critical and immediate frontline support to GM customers whether that's customers, end users, third party maintenance companies
- Drive towards first call resolution - keeping vehicle uptime in the forefront
- Build a culture of extreme ownership of all internal and external customer / partner concerns using GM behaviors and values
- Work cross-functionally on creative solutions for solving problems
- Bring a startup mentality to work in ambiguity - be the one to create the solution
- Be the SME for assigned teams ready to provide learning moments / feedback for team to learn and grow
- Serve as an ambassador for GM and be the voice of the company and customer
- Central Duties:
- Coordinated internal projects and utilized system enhancements to increase customer satisfaction, by reducing response timelines
- Encouraged revenue growth by inspiring clients to review the latest options in stand-alone accessories and services
- Cultivated key relationships with high-demand clients, establishing a crucial point of reference for repeat and/or additional services
- Developed substantial communication channels with each client, tailoring services to provide Individuals with a unique department experience
- Supplied regular updates to clients on progressive customer service options, establishing projects and campaigns that directly accommodated each client’s demands.
Customer Support – Lead
Rivera Medical Center
Lincoln Park, MI
11.2004 - 10.2009
- Under the direction of the Manager, Patient Services, leads the Medical Support Coordinator team to perform routine medical record/chart maintenance and coordinate patient referrals (locate, log, retrieve, and file all medical and client records) and abstract specific information from medical records/charts for quality improvement and billing purposes at Rivera LLC is a leading Medical Group Management
- Organization
- Central Duties:
- Assured compliance with all HIPAA regulations concerning use, retrieval, storage, and sharing of medical records
- Prepared and maintained medical and behavioral health charts/records, forms, registration materials, and other related documents
- Performed day-to-day customer service activities within the hospital revenue operations of an assigned Patient Business Services (PBS) location
- Completed customer service activities overseeing various self-pay and insurance billing and collection inquiries, requests, and related functions as part of the revenue cycle process for an assigned PBS
- Assisted patients in the resolution of billing issues, which may include setting up payment plans and responding to complaints, problems, and general inquiries in a timely, responsive, and efficient manner.
Education
Associates of Arts - General
Wayne County Community College
05.2014
Associates of Science - Nursing
Wayne County Community College
05.2013
Skills
- CUSTOMER SERVICE QUALIFICATIONS
- Leadership
- SME
- 55-65 WPM
- Project Mngt
- Spreadsheets
- MS Office
- InContact
- Max Agent
- Excel
- CRM
- Empathetic
- Energetic
- Analytical
- Teamwork
- Dependable
- FCR
- Helpful
- Patient
- Technical
- Persuasive
- Polite
- Integrity
- Relentless
- Responsive
- Adaptive
- Person
- Sympathetic
- Purposeful
- Career focused
- Problem solving
- Critical Thinker
- Adaptability
- Understanding
Timeline
Customer Accounts Advisor
Aaron’s Sales & Lease
10.2022 - Current
Unemployment Insurance Analyst
Robert Half/State of Michigan Unemployment Insurance Agency
09.2021 - 11.2021
Client Service Advocate
09.2017 - 03.2019
Customer Care Advisor
General Motors/Aerotek
01.2014 - 09.2017
Customer Support – Lead
Rivera Medical Center
11.2004 - 10.2009
Associates of Arts - General
Wayne County Community College
Associates of Science - Nursing
Wayne County Community College
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