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
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
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
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
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