Xenariah Bey
Wildomar,CA
Summary
A highly skilled professional with a strong background in analytical thinking, effective communication, and collaborative teamwork. Proven ability to adapt quickly to new environments for seamless integration into any team. Committed to contributing to team success and continuously developing professional skills. Known for maintaining a positive attitude and unwavering commitment to continuous learning and personal growth.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Dispatcher Specialist
AAA
10.2022 - Current
- Meet standard call center performance metrics
- Update members information as appropriate
- Prioritizing call urgency taking and making up to 100 calls per day.
- Intelligently routing drivers for efficiency and accuracy through FSL and Tow Books.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Assisted in resolving customer complaints and grievances.
- Provided customers with information on products and services.
- Followed all company policies and procedures to deliver quality work.
- Communicating with various dispatch stations.
- Maintained updated and detailed records of calls in physical and electronic database.
Team Lead/Credit Specialist
IDIQ
06.2019 - 07.2022
- Oversaw 8x8 phone system, handling over 50 daily incoming calls, guiding callers to appropriate staff while offering details on membership benefits, dispute resolution, and missing reports and scores
- Enhanced customer satisfaction through effective billing issue resolution
- Engaged with disgruntled customers to comprehend needs and provided fundamental technical support
- Aided customers in updating records to address gaps in personal identifiable information
- Explained distinctions between Fico and Vantage Scores 3.0
- Collaborated closely with partners to maintain precision in partner portal and promotional links
- Consistently met call-time and quality standards by adhering to company policies and scripts
- Boosted productivity by keeping abreast of call scripts and steering direction of conversations effectively
- Informed customers about details and information of products and services
- Ensured precise responses to inquiries and questions through maintenance of advanced product knowledge.
- Managed schedules accepted time off requests and found coverage for short shifts.
- Trained new team members by relaying information on company procedures and safety requirements.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Devised collection recovery strategies to resolve customer issues and delinquent cases.
Call Center Representative
Solar Company
12.2016 - 02.2019
- Checked accuracy and completeness of all paperwork
- Prepared loan packages and closing instructions for bank employees
- Completed post-closing quality control evaluations of originated mortgage loans
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories
- Set up, stored and updated customer files, department records and regulatory paperwork
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Identified and resolved discrepancies and errors in customer accounts.
- Educated customers about billing, payment processing and support policies and procedures.
- Took up to 70 calls per day.
Post Closer
New American Funding
03.2014 - 09.2016
- Managed disbursements, cut and processed 10-12 checks per day and mailed correspondence.
- Completed post-closing quality control evaluations of originated mortgage loans.
- Checked accuracy and completeness of all paperwork.
- Prepared and reviewed buyer, seller, HUD and other transaction documents.
- Prepared loan packages and closing instructions for bank employees.
- Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms.
- Calculated debt-to-income ratios to determine maximum loan amounts and avoid overextending applicants.
- Calculated, reviewed and corrected errors on interest, principal and closing costs.
- Liaised with credit bureaus, employers and other sources to check applicants' credit and personal references.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
Education
BBA - Business Administration And Management
Scottsdale Community College
Scottsdale, AZ10.2026
Skills
- ICD-10-CM
- Medical Billing
- HCPCS
- CPT Coding
- Relationship management
- Customer Relationship Management
- Critical thinker
- Maintaining call metrics
- Database Management
- Data Entry
Certification
- CBCS - Certified Billing and Coding Specialist
Timeline
Dispatcher Specialist
AAA
10.2022 - Current
Team Lead/Credit Specialist
IDIQ
06.2019 - 07.2022
Call Center Representative
Solar Company
12.2016 - 02.2019
Post Closer
New American Funding
03.2014 - 09.2016
BBA - Business Administration And Management
Scottsdale Community College
- CBCS - Certified Billing and Coding Specialist
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