Tina Ingram
Hope Mills,NC
Overview
25
25
years of professional experience
Work History
Medical Courier
Sdxrx
Hope Mills, NC
02.2024 - Current
- Organized medical records to ensure accuracy in patient information.
- Coordinated delivery of medical specimens to appropriate laboratory facilities.
- Maintained a clean and organized vehicle interior.
- Recorded accurate mileage for each delivery route.
- Delivered medical supplies and equipment to healthcare facilities.
- Verified orders for accuracy before deliveries were made.
- Provided exceptional customer service during interactions with clients.
- Ensured timely pick up and delivery of packages within designated time frames.
- Inspected vehicles daily to ensure safety on the roadways.
- Managed multiple routes concurrently while meeting all deadlines.
- Processed paperwork associated with deliveries accurately and efficiently.
- Communicated effectively with customers regarding status updates of their shipments.
- Adhered to HIPAA regulations when handling sensitive materials.
- Utilized GPS navigation technology for efficient routing of deliveries.
- Assisted in loading and unloading items into vehicles as needed.
- Performed regular maintenance checks on vehicles such as changing oil, checking tire pressure.
- Maintained detailed logs of all deliveries including dates, times, locations.
- Responded quickly to any changes or requests from dispatch personnel.
- Followed established protocols when transporting hazardous materials.
- Maintained a valid driver's license at all times.
- Picked up medical specimens from local care providers for delivery to laboratory.
- Coordinated parcel delivery using strong time management skills.
- Documented pickups and deliveries and submitted reports after shift.
- Delivered and picked up medical records, lab specimens and medications to and from hospitals and other medical facilities.
- Used GPS navigation to plan routes and rerouted for unexpected delays.
- Communicated customer complaints, requests and feedback to company management.
- Maintained delivery vehicle with regular upkeep and basic repairs.
- Maintained adherence to stringent delivery deadlines.
- Documented items transported, recipient information and problems.
- Answered customer questions on courier features of service, keeping customers informed about company and services.
- Tracked delivery records with manifests using smartphones for customer signatures.
- Identified new routes during weather delays to facilitate on-time deliveries to customers.
- Used cell phones or tablets to upload time, delivery and shipment information into company website or database.
- Scanned inbound and outbound packages to sort for destination.
- Loaded vehicles, balanced loads and secured items against loss or damage during transportation.
- Complied with local safety and traffic laws when traveling on foot or via bicycle or vehicle.
- Performed routine air and fluid checks and refueling for vehicles.
- Completed and submitted necessary fuel, truck inspection and mileage logs and paperwork after each shift.
- Obtained official signatures and required payments for different types of deliveries.
- Sorted parcels according to delivery route.
- Walked, rode bicycles or drove vehicles to reach destinations and deliver messages or materials.
Customer Service Representative
Frontier Airlines
Hope Mills, NC
04.2019 - 07.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Set up and activated customer accounts.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Improved customer service wait times to mitigate complaints.
- Mentored new employees on procedures and policies to maximize team performance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Referred unresolved customer grievances to designated departments for further investigation.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Promoted available products and services to customers during service, account management and order calls.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Mentored junior team members and managed employee relationships.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Strengthened customer retention by offering discount options.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Increased customer satisfaction ratings [Number]% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Took special orders in person and over telephone, generating additional revenue every month.
- Provided top quality control and eliminated downtime to maximize revenue.
- Prevented key account losses by researching discrepancies and correcting problems.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Contacted customers about potential service upgrades, new [Type] services and account changes.
- Excelled in exceeding daily credit card application goals.
- Updated [Type] system with order specifics and customer details, preferences and billing information.
- Determined accurate prices for [Type] customer services, consistently searching for deals and best prices.
- Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
- Led on- and off-site customer support teams across multiple time zones.
- Oversaw warranty counseling process to manage expense controls.
- Increased customer traffic count by [Number]% and retail sales by [Number]%.
Medical Representative
Keystone Partners
Philadelphia , PA
01.2015 - 09.2018
- Developed and implemented detailed plans for introducing new products to physicians and other healthcare providers.
- Organized sales presentations, seminars, and workshops for medical professionals in order to promote product awareness.
- Conducted market research to identify target markets and develop strategies for increasing sales volume.
- Collaborated with marketing teams on promotional materials such as brochures and leaflets.
- Provided technical support to physicians by answering questions about product features, benefits, and uses.
- Created detailed reports of sales activities including customer feedback, competitor analysis, and market trends.
- Maintained records of sales activities such as appointments made, calls placed, samples distributed.
- Prepared monthly progress reports detailing successes achieved during the period covered.
- Assisted in preparing training materials for new Medical Representatives joining the team.
- Monitored inventory levels at retail outlets ensuring adequate stock was available at all times.
- Adhered strictly to ethical guidelines when promoting medications or medical devices.
- Identified opportunities within existing accounts while also prospecting for new business.
- Ensured that all promotional activities complied with relevant regulations concerning advertising pharmaceuticals.
- Developed relationships with key opinion leaders within the medical community.
- Analyzed data from clinical trials related to company's products prior to launch.
- Provided feedback from field visits regarding product performance and issues encountered.
- Evaluated customer satisfaction surveys in order to improve quality of service provided.
- Managed smooth and effective communication among physicians, patients, families and staff.
- Demonstrated medical products to new and existing customers.
- Established and maintained professional relationships with medical professionals to promote lucrative business opportunities.
- Reviewed clinical data provided by employer to maintain latest industry knowledge and share with customers.
- Scheduled appointments with established and prospective customers to meet with and discuss corporate offerings.
- Planned events to host special speakers for delivery of presentations to potential clients.
- Updated customer information in CRM database daily to document latest interactions and activity.
- Conducted site visits to assess needs, demonstrate products and recommend strategic solutions for customer requirements.
- Organized [Type] events to establish community relationships and maximize marketing strategies.
- Followed up with customer to identify and resolve service, account or technical issues and maintain satisfaction.
- Wrote technical reports on test and analysis results and presented findings to stakeholders.
- Input and managed customer data and account information in CRM system.
- Generated more than [Number] leads per week and pursued appointment opportunities to convert prospects into new customers.
- Negotiated prices and set up contracts to finalize sales agreements.
- Made recommendations to customers to promote brand effectiveness and product benefits.
- Developed relationships with customers and presented promotions that increased shelf space, sales and profit.
- Built strong, professional relationships through identification of client needs, which increased overall sales and opportunities.
- Listened to customer needs to identify and recommend best products and services.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
- Assisted customers during selection process and helped choose perfect products to meet individual needs.
- Answered customers' questions and addressed problems and complaints in person and via phone.
Collections Agent
NCO Financial
Philadelphia, PA
05.1999 - 04.2011
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Conducted skip-tracing activities to locate delinquent customers.
- Assisted in the development of strategies to improve collections process efficiency.
- Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.
- Provided guidance on legal matters concerning collection procedures.
- Investigated customer disputes and complaints regarding billing errors and incorrect charges.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Analyzed customer data to identify potential areas of improvement within the collections department.
- Prepared reports summarizing collection activity for management review.
- Drafted correspondence to customers regarding overdue accounts and payment arrangements.
- Monitored customer accounts for changes in financial status or contact information.
- Resolved complex issues that arose during the collections process.
- Attended weekly meetings with internal departments to discuss progress on collections efforts.
- Utilized skip tracing techniques including phone calls, internet searches and databases.
- Identified opportunities for improved efficiency in the collections process.
- Participated in training sessions related to new technologies used by the company's collections department.
- Worked closely with external vendors related to collection efforts.
- Updated account status records and collection efforts.
- Identified past due accounts and contacted account holders to arrange payment.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Followed fair debt practices and regulatory guidelines when managing collections process.
- Contacted customers and explained debt management to encourage timely debt payments.
- Recovered lost revenue by persistently reaching out to customers with past due accounts.
- Processed payments and refunds quickly to maximize efficiency and meet performance targets.
- Upheld privacy and security requirements for customer information.
- Maintained accurate records and reported on collection activity and accounts receivable status.
- Monitored accounts to identify overdue payments and pursue timely remedies.
- Investigated historical data for each debt or bill to identify concerns and determine optimal course to bring account current.
- Resolved billing discrepancies and customer credit issues.
- Placed outbound collections calls daily to approximately [Number] account holders.
- Improved existing collections processes by analyzing rejection patterns and denials.
- Followed up on legal claims to update and verify status or patients' of outcome and obtain due payments.
- Reduced aged accounts by collecting on approximately [Number] accounts daily.
- Administered delinquency cycle from start to finish, managing collections calling, skip tracing, outside collections agency coordination and related litigation.
- Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts.
- Acquired credit reporting data for new and existing customers.
- Achieved production goals by training new employees and incentivizing team members.
- Resolved balance errors using accounting software.
- Pursued collections from delinquent customers and eliminated scan loss, saving over $[Amount] annually.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Recorded and updated customer personal accounts with accurate contact information.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Received payment and posted to appropriate customer accounts.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Processed payments over phone and set up recurring drafts.
- Reviewed accounts to determine payment plan compliance.
- Recorded information about customers' financial status and collections status efforts.
- Developed collection methods to achieve or exceed company financial goals.
- Met demands of busy collections group by performing high volume of daily calls.
- Completed skip traces on customers failing respond to collection efforts.
- Located and monitored overdue accounts using billing system to begin collections process.
- Negotiated credit extensions to assist customers in paying overdue accounts.
- Prepared documentation required for collection and repossession activities.
- Located and notified customers of delinquent accounts by mail, telephone or personal visits to solicit payment.
- Liaised with management to identify issues attributing to account delinquency and discuss solutions to bring in revenue.
- Negotiated rates with customers and entered payments into accounting system.
- Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
- Communicated with post office and credit bureaus to track delinquent clients to new addresses.
- Marketed delinquent mortgage notes to investors, negotiating to achieve highest bids for notes and short sales.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Answered customer questions regarding account discrepancies or problems.
- Accepted and processed customer payments and applied toward account balances.
- Received payments and posted amounts to customer accounts.
- Recorded information about status of collection efforts.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Contacted customers with delinquent accounts to solicit payment.
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
- Monitored overdue accounts using automated information systems.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
Education
High School Diploma -
Mastbaub
Philadelphia, PA06-1996
Some College (No Degree) -
Temple College
Philadelphia, PASkills
- HIPAA Compliance
- Safe Driving
- Vehicle Maintenance
- Coordinating efficient routes
- Licensed driver in [State]
- Delivering time-sensitive specimens
- Pickup of patient documentation
- Route Planning
- Punctuality
- Processing samples
- Medical terminology knowledge
- Valid Driver's License
- Clean Driving Record
- Confidentiality
- Item Sorting
- Goal Setting
- Payment Collection
- Adaptability and Flexibility
- Continuous Improvement
- Multitasking
- Time Management
- Self Motivation
- Analytical Thinking
- Task Prioritization
- Attention to Detail
Timeline
Medical Courier
Sdxrx
02.2024 - Current
Customer Service Representative
Frontier Airlines
04.2019 - 07.2023
Medical Representative
Keystone Partners
01.2015 - 09.2018
Collections Agent
NCO Financial
05.1999 - 04.2011
High School Diploma -
Mastbaub
Some College (No Degree) -
Temple College