Wynter Thomas
Rockford
Summary
Dynamic customer service manager with a proven track record at The UPS Store, enhancing customer satisfaction through effective problem-solving and staff training. Skilled in Microsoft Excel and committed to high service standards, I successfully streamlined operations, resulting in improved efficiency and loyalty.
Overview
19
19
years of professional experience
Work History
Manager, Customer Service
The UPS Store 7681
12.2023 - Current
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Managed inventory control, cash control, and store opening and closing procedures.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Streamlined store operations to reduce costs, negotiating with suppliers for better pricing and optimizing staff schedules for peak times.
Patient Financial Services Representative
Mercyhealth Systems
07.2021 - 12.2023
- Maintained compliance with industry regulations, ensuring proper handling of sensitive patient data during the billing process.
- Improved patient satisfaction by providing timely and accurate financial information.
- Negotiated payment arrangements with self-pay patients, offering flexible solutions that aligned with their financial capabilities.
- Streamlined billing processes for increased efficiency and accuracy in payment collections.
Manager, Customer Service
Downtown Discount Drugs
03.2020 - 07.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Oversaw store operations, including opening and closing procedures, cash management, and safety compliance.
- Enhanced store appearance by maintaining cleanliness standards and visually appealing displays that showcased products effectively.
Medical Claims Examiner/Data Entry Clerk
Firstsource Healthcare
05.2019 - 03.2020
- Enhanced claim processing efficiency by conducting thorough investigations and maintaining accurate documentation.
- Evaluated the necessity of additional treatments or procedures based on established criteria, protecting patients from unnecessary interventions or costs.
- Supported team members during periods of high workload, providing guidance on challenging cases or offering assistance when needed.
- Continuously sought opportunities for process improvement, contributing innovative ideas to enhance overall departmental efficiency and effectiveness.
Assistant Manager, Customer Service
Advance America
08.2018 - 05.2019
- Improved customer satisfaction by addressing and resolving customer complaints in a timely manner.
- Educated customers on a variety of loan products and available credit options to promote valuable decision-making.
- Enhanced customer satisfaction with timely and accurate loan assessments, providing clear communication throughout the process.
- Ensured compliance with federal regulations by maintaining up-to-date knowledge of lending guidelines and consistently updating company policies.
Assistant Manager, Customer Service
Advance America
04.2015 - 12.2015
- Improved customer satisfaction by addressing and resolving customer complaints in a timely manner.
- Educated customers on a variety of loan products and available credit options to promote valuable decision-making.
- Enhanced customer satisfaction with timely and accurate loan assessments, providing clear communication throughout the process.
- Ensured compliance with federal regulations by maintaining up-to-date knowledge of lending guidelines and consistently updating company policies.
Assistant Manager, Customer Service
Advance America
06.2014 - 12.2015
- Improved customer satisfaction by addressing and resolving customer complaints in a timely manner.
- Educated customers on a variety of loan products and available credit options to promote valuable decision-making.
- Enhanced customer satisfaction with timely and accurate loan assessments, providing clear communication throughout the process.
- Ensured compliance with federal regulations by maintaining up-to-date knowledge of lending guidelines and consistently updating company policies.
Assistant Manager, Customer Service
Advance America
10.2006 - 06.2007
- Improved customer satisfaction by addressing and resolving customer complaints in a timely manner.
- Educated customers on a variety of loan products and available credit options to promote valuable decision-making.
- Enhanced customer satisfaction with timely and accurate loan assessments, providing clear communication throughout the process.
- Ensured compliance with federal regulations by maintaining up-to-date knowledge of lending guidelines and consistently updating company policies.
Education
Certified Revenue Cycle Representative Certificate - Revenue Cycle
Healthcare Financial Management Association
05-2023
GED -
Illinois Valley Community College
Oglesby, Illinois 6134805-2006
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Excellent time management skills
- Adherence to high customer service standards
- Epic
- AS-400
- Client relations and retention
- Research
- Product and service solutions
Timeline
Manager, Customer Service
The UPS Store 7681
12.2023 - Current
Patient Financial Services Representative
Mercyhealth Systems
07.2021 - 12.2023
Manager, Customer Service
Downtown Discount Drugs
03.2020 - 07.2021
Medical Claims Examiner/Data Entry Clerk
Firstsource Healthcare
05.2019 - 03.2020
Assistant Manager, Customer Service
Advance America
08.2018 - 05.2019
Assistant Manager, Customer Service
Advance America
04.2015 - 12.2015
Assistant Manager, Customer Service
Advance America
06.2014 - 12.2015
Assistant Manager, Customer Service
Advance America
10.2006 - 06.2007
Certified Revenue Cycle Representative Certificate - Revenue Cycle
Healthcare Financial Management Association
GED -
Illinois Valley Community College
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