Stephanie Perez
Brandon,FL
Summary
Experienced Client Services professional with 10+ years of providing exceptional customer service relations. Proficient in customer service and billing management. Achieved above 80% customer retention. Excellent communication skills, leadership abilities, and problem-solving capabilities. Highly committed with hardworking mentality, flexible and dependable in going above and beyond to achieve company goals. Ready to bring expertise to enhance customer satisfaction and contribute to the success of your organization.
Overview
16
16
years of professional experience
Work History
Customer Service and Billing Manager
PB POOL DOC
11.2021 - 08.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Created and reviewed invoices to confirm accuracy.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Worked with customers to develop payment plans and bring accounts current.
- Conducted performance reviews and implemented improvement plans.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
Customer Service Representative
OBCC
08.2019 - 10.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Evaluated customer data to identify and prevent fraudulent activities.
- Developed and implemented procedures to detect and prevent fraud.
- Identified customers needs and recommended solutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Specialist
Cognizant Technology Solutions
10.2016 - 08.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified patient insurance coverage and benefits for in network providers, pharmacy coverage and medical claims.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Followed up on denied claims to verify timely patient payment and resolution.
- Managed large volume of medical claims on daily basis.
- Used administrative guidelines as resource or to answer questions when processing medical claims.
- Researched and resolved complex medical claims issues to support timely processing.
- Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
Customer Service Representative
PRC LLC
02.2010 - 05.2014
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Monitored and tracked dispatch communication systems.
- Communicated with customers to provide delivery updates and resolution.
- Monitored vehicle locations to coordinate timely arrivals.
- Scheduled deliveries and pickups according to customer needs.
Customer Service Representative
National Check Trust, Inc
01.2008 - 11.2009
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Generated, posted and attached information to claim files.
- Checked documentation for accuracy and validity on updated systems.
- Posted payments to accounts and maintained records.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Sales Associate
Verizon Wireless
10.2007 - 06.2008
- Kept customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Accepted and processed payments and purchases for new equipment using POS system.
- Upsold customers by recommending accessories and promotions to increase revenue.
- Assisted customers in determining cellular phone needs by asking open-ended questions, clarifying advantages and disadvantages of each product and explaining products by ratings.
- Tracked and recorded department inventory of products.
- Demonstrated proficient product knowledge to customers and provided detailed product information.
- Engaged with customers to effectively build rapport and lasting relationships.
Education
Bachelor of Arts - Business Marketing And Management
University of South Florida
Tampa, FL2024
Associate of Arts - Business Administration And Management
Broward College
Fort Lauderdale, FL2018
Business Operations Certificate - Business Administration
Broward College
Fort Lauderdale, FL2015
Accounting Tech Specialist Certificate - Business Administration
Broward College
Fort Lauderdale, FL2015
Skills
- Time Management and Administrative
- Customer Retention Strategies
- Excellent Interpersonal and relationship skills
- Team Leadership Skills
- Calm and Professional Under Pressure
- Multitasking and Critical thinking
- Customer Focus and Active Listening
- Problem Solving and creative solutions
- Dependable Team-player attitude
- Skilled communicator
- High Emotional Intelligence
- Proficient in Microsoft applications: Excel, Word, Powerpoint
- Bilingual: Fluent in both English and Spanish
Timeline
Customer Service and Billing Manager
PB POOL DOC
11.2021 - 08.2023
Customer Service Representative
OBCC
08.2019 - 10.2021
Customer Service Specialist
Cognizant Technology Solutions
10.2016 - 08.2019
Customer Service Representative
PRC LLC
02.2010 - 05.2014
Customer Service Representative
National Check Trust, Inc
01.2008 - 11.2009
Sales Associate
Verizon Wireless
10.2007 - 06.2008
Bachelor of Arts - Business Marketing And Management
University of South Florida
Associate of Arts - Business Administration And Management
Broward College
Business Operations Certificate - Business Administration
Broward College
Accounting Tech Specialist Certificate - Business Administration
Broward College
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