Shyrea Givens

• Reviewed orders for accuracy, errors and omissions to minimize incorrect shipments.
• Maintained knowledge of new product offerings and changes for order provisioning processes.
• Navigated through multiple systems to build, track and monitor orders.
• Researched and addressed customer inquiries, questions and issues within 1 -2 business days to promote optimal customer service.
• Reviewed order terms and conditions with customers to comply with company policy.
• Sent emails to communicate order status and informed customers of back-orders or shipping delays.
• Interfaced with sales, operations and functional groups to facilitate order flow and meet processing metrics.
• Navigated through 5 systems to build, track and monitor orders.

• Actively assist in meeting performance metrics as defined by management.
• Work closely with others, in a positive team environment to enhance customers experience.
• Effectively manage large volumes of incoming calls to meet customer's needs.
• Provide customers with accurate and complete information using multiple tools and systems.
• Resolve product or service issues by identifying root cause of customer's call.
• Clearly communicate problem resolution and effectively set expectations so that the customer will feel reassured that all issues have been resolved.
• Handle highly escalated situations with professionalism maintaining a balance between company policy and customer benefit in decision making.
• Pursue excellence with every customer interaction. Provided primary customer support to internal and external customers.

• AvidXchange Inc. – Charlotte, NC
• Customer facing position managing low to critical level inquiries from
• Avidxchange client and /or vendors via phone or email.
• Management of over 100 client and vendor profile accounts.
• Respond and resolve directly with the customers base within a timely manner
• Responsible for educating customers on best practices and processes in line with

Client/vendorendor concerns are resolved. To

• Provide product education & documentation to customers.
• Collaboration across multiple internal and external teams to assure that
• ResponsTole for educating payment specialist on standard guideline best practices
• to assure that our vendors are receiving the best customer service experience

• Timely processing of e-payments on behalf of customer via phone and/or web.
• Meet a minimum quota of payments completed per month.
• Meet client service level agreement for payment processing.
• Actively review key metrics as measured via Sales Force Dashboards to ensure standards set forth are being met Follow company standards for processing.
• Perform OT in accordance to the needs of the business.
• Assist other employees when necessary to ensure that we win as a team Maintain a positive, helpful attitude and practice AvidXchange's core values.

• Handle 80-100 calls per day in a call center environment with an efficient and expedient call handle time in accordance with performance metrics.
• Assist banking consumers with all account information including retrieving checking and savings account balances, filing fraudulent ATM/Debit and check card purchase claims.
• Transferring funds between accounts, initiating wire transfers and stop payments on checks.
• Adhere to very aggressive sales goals with marketing Wells Fargo products and services to aid in increasing company revenue while helping customers succeed financially.

• Collect patient information necessary for office visit including pertinent demographics and health insurance information.
• Effectively communicate with patients on our company locations, providers, specialties and all necessary information needed prior to their appointment.
• Follow any and all H.I.P.A.A. regulations and compliance to protect patient confidentiality.
• Manage communication from patients by phone, internet or other correspondence to schedule and/or confirm patient appointments; including patients on waiting list or no show list to insure patients are seen in a timely manner.

• Responsible for taking inbound calls in a call center setting to schedule, reschedule, and cancel appointments.
• Registered new patients; verified patient demographics and health insurance updates in Centricity & EMR.
• Processed West Med internal online task in an efficient and accurate manner.
• Ability to manage multiple tasks concurrently, professionally, efficiently and follow through on multiple work initiatives at one time.
• Applied current scheduling guidelines and/or policies and procedures to appointment scheduling and daily task.
• Focused on maintaining all company rules, regulations and compliance guidelines to protect patient confidentiality.

• Managed 50-100 inbound calls per day while consulting with customers about inquiring new and upgraded products and services by identifying cross selling opportunities while handling billing inquiries and or/troubleshooting issues.
• Determined credit and security requirements and extensions of credit through Equifax and company specified standards.
• Exceeded individual sales, customer care and productivity measurements monthly.
• Provided support to associates without removing responsibility through empowerment.
• Introduced and reinforced proven sales techniques to increase individual and company revenue by 30 to 50 percent.
• Handled escalations as team lead for external customers and corporate level concerns.
• Assisted customers in Retention Department by giving value and benefits of their current product and services to avoid disconnections or downgrades while attempting to create more revenue.
• Assisted customers with various requests.