Seniqua Thomas
Cleveland,OH
Summary
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 and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
First Mutual Holding
Lakewood, Ohio
06.2021 - Current
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Managed approximately 30-45 of inbound calls daily, maintaining composure under pressure while providing exceptional service.
- Negotiated mutually beneficial workout solutions with borrowers, including loan modifications, forbearance agreements, and short sales.
- Managed diverse caseload of delinquent loans, prioritizing cases based on urgency and risk level to minimize losses.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Billing Customer Service Representative
University Hospitals Of Cleveland
Cleveland, OH
01.2020 - 05.2021
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Maintained accurate documentation for all customer interactions, contributing to comprehensive database for future reference.
- Developed strong rapport with customers through active listening and empathetic responses, promoting long-term loyalty and trust.
- Monitored delinquent approximately 15-30 accounts monthly and initiated collections actions when necessary, recovering outstanding balances while maintaining positive customer relationships.
Medical Debt Collector
Cognizant Technologies Solutions
Warrensville Heights, OH
11.2018 - 01.2020
- Increased successful debt collections by implementing effective communication and negotiation strategies with patients.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Managed approximately 65-70 outbound calls daily while maintaining high levels of customer satisfaction and engagement.
- Implemented effective skip tracing methods to locate hard-to-reach customers for continued collections efforts.
- Provided thorough documentation of all interactions with customers, allowing for seamless handoffs between team members and accurate account management.
Education
High School Diploma -
Jane Addams Business Careers High School
Cleveland, OH06.1988
Skills
- Attention to Detail
- Critical Thinking
- Communication
- Customer Relationship
- Multi-Tasking
- Data Entry
- Empathy/Rapport
- Decision-Making
- Cash Management
- Written Communication
- Debt Collection
- Problem Solving
Timeline
Customer Service Representative
First Mutual Holding
06.2021 - Current
Billing Customer Service Representative
University Hospitals Of Cleveland
01.2020 - 05.2021
Medical Debt Collector
Cognizant Technologies Solutions
11.2018 - 01.2020
High School Diploma -
Jane Addams Business Careers High School