Suraiyah McKinney
Irvington
Summary
Experienced with client support, fostering positive relationships and resolving issues efficiently. Utilizes effective communication and problem-solving to ensure client satisfaction. Track record of adaptability and teamwork, driving successful outcomes in fast-paced setting.
Overview
7
7
years of professional experience
Work History
Account Services Representative - Temp
Ascensus Retirement Services
Newark, NJ
06.2025 - Current
- Learns retirement industry basics, including regulatory and compliance requirements, IRS/DOL reporting, and ERISA law and comprehends how those areas impact businesses and their employees
- Provides assistance to clients through a number of channels including phone, letters and emails to quickly resolve the request
- Generates and delivers reports to clients
- Coordinates transactions with internal departments and tracks through completion
- Prioritizes tasks based on the urgency of the request
- Delivers efficient and rapid resolution in the most effective way possible
- Effectively utilizes and navigates internal resources to arrive at the right solution for the client. (e.g. computer systems, online resources and client service relationships)
- Completes special projects as needed
- Assists team with duties and tasks as needed
- Multi-tasks and works in a fast-paced environment
- Builds internal relationships and communicates effectively
Client Services Representative
Law Offices of Spar & Bernstein, P.C
New York, NY
05.2024 - 05.2025
- Engage with potential clients, educating them on our services.
- Screen and filter out unqualified leads.
- Schedule consultations with prospective clients.
- Follow up with clients both pre- and post-consultation.
- Manage the intake process by sending reminder emails via Salesforce & Outlook, and ensuring prospective clients feel welcome.
- Maintain up-to-date firm and attorney calendars.
- Connect with past and present clients to demonstrate continuous support and care.
- Collaborate closely with the Marketing team to keep tracking reports updated.
- Schedules appointments and protects attorney time.
- Manages a client’s file from start to finish.
- Scans and saves incoming client documents into database.
- Answer inbound calls in a prompt manner and route calls internally to various staff. Deliver prompt, accurate messages to attorneys and staff.
- Maintain electronic and hard copy filing system; pulls files for use and other such tasks.
- Managing and maintaining CRM software, and data entry.
- Prepare and send engagement agreements and invoices.
- Participate in client meetings, as needed.
- Perform general office tasks, run errands as directed, and all other duties as assigned.
- Process payments, including preparing and batching payments, apply processed payments to accounts.
Client Advisor - Temp
Prada
New York, NY
10.2023 - 04.2024
- Be the voice of the Client Service team, by providing a high level of luxury service
- Maximize use of the client relationship management system while providing client support through phone, email, live chat, social network, and SMS
- Assist clients with all post sale inquires including delivery, returns, repairs, and refunds
- Engage in active listening with callers, confirming or clarifying information and diffusing escalated clients, as needed
- Execute strategies that drive client retention and engagement
- Partner with Team Lead and Client Service Manager to escalate incidents as appropriate
- Balance inbound customer outreach with outbound customer outreach to generate sales, develop client relationships and host virtual appointments
Inside Sales Representative
Renewal by Andersen
Irvington, NJ
11.2022 - 08.2023
- Handle calls regarding quotes, questions about projects
- Make outbound calls following up on warm leads, scheduling appointments, confirming appointments
- Delight customers, as outlined in Renewal by Andersen’s Signature Service program
- Average 150 calls per day
- Dial out to 25-30 homeowners per hour via telephone while tending to heavy inbound call flow for homeowners who have contacted us via traditional/non-traditional marketing avenues Document and track all set appointments accurately so all future customer demonstration and price activity is at company standards.
Billing Customer Service Representative - Temp
Chubb Group of Insurance
NJ
08.2021 - 08.2022
- Responsible for determining the clients issue, offer possible solutions or provide follow-up as needed.
- Communicating with clients via calls/email inbound, outbound or a combination of both. Assume ownership and respond to the customer (internal/external) billing correspondence, complaints and inquiries in an efficient, accurate and professional manner to achieve an optimal outcome.
- Complying with corporate policies, regulatory standards (SOX), internal business processes (PCI) and procedures while processing work and meeting/exceeding service
- Responded to inquiries and issues
- Maintaining confidential medical records for each client in accordance with HIPAA guidelines
- Scheduling appointments with clients based on their availability and preferences, confirming appointments via phone or email, and updating patient files with new information
CSR - Customer Service Representative - Temp
BetMGM LLC
Jersey City, NJ
08.2020 - 03.2021
- Acted as an ambassador and first point of contact for the company
- Assisted customers through E-Chat, email, telephone and social media
- Processed patrons verification, payments, withdraws and general inquiries
- Provided technical, product and sales support
- Built rapport, loyalty and trust with customers
- Worked closely with other departments and third party vendors
- Handled 200+ calls/emails/chats daily
- Contributed to the on-going development and improving of the casino experience
Collections Representative
Cawley and Bergmann LLC
Newark, NJ
10.2019 - 03.2020
- Collaborating on debt collection efforts with Accounts, Sales, and the Legal Department.
- Developing debt collection strategies and plans.
- Adhering to the FDCPA throughout the debt collection process.
- Contacting debtors by telephone to enact and negotiate debt recovery.
- Searching publicly-available databases to track down defaulters, including Credit Bureau information, background checks, and loan documents.
- Preventing repeated payment delinquency by negotiating manageable debt payments.
- Negotiating settlements to receive payment on a certain percentage of the debt.
- Keeping hard copy and electronic records of all communications, payment plans agreed to, and amounts paid.
- Sending statements of delinquencies and satisfied debts to the Credit Bureau, as well as purging records where debts have been satisfied.
- Initiating legal and repossession proceedings if debt recovery fails.
Customer Care Coordinator
SPEAR Physical Therapy
New York, NY
01.2019 - 10.2019
- Demonstrates a working knowledge of government regulations that impact the HIPAA Compliance Implementation Plan, especially HIPAA’s Transaction, Privacy and Security Standards as evidenced by documentation and feedback
- Make sure the patients feel welcomed and valued, while also controlling the flow of the appointment.
- All patient phone calls and emails are responded to within 2hours and always within 24 hours.
- Help guide patients entirely through the out-of-network experience.
- Demonstrated a high level of customer service at all times.
- Follow the company SPEAR-IT values. Service, Passion,Empathy, Accountability, Respect, Integrity, and Teamwork.
- Maintained a high co-pay collections rate.
- Always arrived up ten minutes early and understand the urgency behind our patient's need for help and healthcare
- Entered all patient data with a high accuracy rate.
- Worked with health insurance companies to verify patient’s eligibility and benefit details including, but not limited to co-pay, co-insurance, deductible, and out of pocket amounts; if authorization or referrals are required for services to be covered;the amount of covered visits the patient gets per contract year and more.
Education
Bachelor's degree - Environmental Policy and Management
Lynn University
Boca Raton, FL02-2026
Skills
Administrative Experience
Call center experience
Cold Calling
Google Dynamics
Medical terminology
Microsoft Excel
Microsoft Office
Oracle
Salesforce
VPN
Zendesk
Timeline
Account Services Representative - Temp
Ascensus Retirement Services
06.2025 - Current
Client Services Representative
Law Offices of Spar & Bernstein, P.C
05.2024 - 05.2025
Client Advisor - Temp
Prada
10.2023 - 04.2024
Inside Sales Representative
Renewal by Andersen
11.2022 - 08.2023
Billing Customer Service Representative - Temp
Chubb Group of Insurance
08.2021 - 08.2022
CSR - Customer Service Representative - Temp
BetMGM LLC
08.2020 - 03.2021
Collections Representative
Cawley and Bergmann LLC
10.2019 - 03.2020
Customer Care Coordinator
SPEAR Physical Therapy
01.2019 - 10.2019
Bachelor's degree - Environmental Policy and Management
Lynn University
Additional Information
- Type 65 WPM
- Proficient in Microsoft Word, Excel, Office, Outlook
- Familiar with Apple devices, software and applications
- Certified in BLS and CPR
- Numerate and analytical, Time-management