Tamara Gerald
Mattapan,Massachusetts
Summary
Detail-oriented and methodical Customer service representative offering 20 years of experience in related roles. Exceptional abilities in conducting research, problem-solving and prioritizing simultaneous tasks. Leverages resourcefulness, critical thinking skills and superior work ethic for top job performance.
Overview
22
22
years of professional experience
Work History
Front Desk Billing Administrator
Fathers Uplift
11.2023 - Current
- Increased billing accuracy by diligently reviewing and reconciling invoices and payment records.
- Streamlined billing processes for improved efficiency and reduced errors, implementing new software solutions.
- Managed complex billing situations with a high level of professionalism, resolving disputes and maintaining client satisfaction.
- Ensured timely payments by closely monitoring account balances and following up on overdue invoices.
Customer Service Representative
MassHealth
01.2020 - 11.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Map Driver
Google Maps
04.2019 - 01.2020
- Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules.
- Achieved safe driving records by consistently following traffic rules and regulations.
- Enhanced vehicle longevity with regular maintenance checks and repairs as needed.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
- Collaborated effectively with dispatchers, ensuring efficient communication for route planning and adjustments.
- Took pictures of streets while learning different communities
Customer Service Representative
KNF & T
06.2010 - 04.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
Verizon Communications Inc
04.2002 - 04.2009
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Bachelor of Science - Legal Studies
Post University
Waterbury, CT03.2025
Associate of Science - Criminal Justice
Post University
Waterbury, CT03.2021
Skills
- Cash Flow analysis
- Accounts receivable management
- Collections Management
- Payment tracking
- Professional ethics
- Data entry proficiency
- Customer Engagement
- Records organization and review
- HIPAA Compliance
- Research and due diligence
Timeline
Front Desk Billing Administrator
Fathers Uplift
11.2023 - Current
Customer Service Representative
MassHealth
01.2020 - 11.2023
Map Driver
Google Maps
04.2019 - 01.2020
Customer Service Representative
KNF & T
06.2010 - 04.2019
Customer Service Representative
Verizon Communications Inc
04.2002 - 04.2009
Bachelor of Science - Legal Studies
Post University
Associate of Science - Criminal Justice
Post University
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