RitaANN McNeal
Baltimore
Summary
A seasoned professional with a proven track record at Tellus International, enhancing customer satisfaction and retention through expert complaint handling and CRM software proficiency. Demonstrated leadership in call center management and a commitment to excellence, achieving significant improvements in customer service and process efficiency.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Versatile CSR with extensive experience monitoring and maintaining service standards and call handling thresholds. Conscientious and personable supervisor with strong understanding of principles and procedures relating to customer service. Committed to contributing to superior service, maximum revenue generation and high productivity.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Customer Service Representative Manager
Tellus International
05.2014 - Current
- Established strong relationships with clients, promoting trust and loyalty in our brand.
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Identified opportunities for process improvements, leading to increased efficiency in handling customer concerns.
- Enhanced team productivity by implementing effective training programs tailored to individual needs.
- Managed escalated cases effectively to achieve timely resolutions while maintaining professionalism under pressure.
- Increased customer retention rates through proactive outreach efforts and personalized followups.
Customer Support Specialist
Tellus International
05.2014 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
Technical Support Representative
Xfinity Comcast
05.2020 - 03.2023
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Claims Representative
State Farm
02.2016 - 04.2019
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Developed strong relationships with clients, facilitating trust and open communication during the claims process.
Medical Insurance Specialist
PARK WEST MEDICAL CENTER
07.2015 - 03.2017
- Served as a reliable resource for colleagues, sharing expertise on industry trends, changes in coding practices, or updates to payer requirements as needed.
- Increased patient satisfaction by efficiently processing insurance claims and addressing inquiries.
- Implemented efficient workflows within the department, leading to a reduction in processing time for each claim submitted.
- Streamlined claim submission process for faster turnaround times and reimbursement rates.
Medical Office Assistant
Mercy Medical Center Baltimore Md
07.2014 - 07.2015
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Updated patient information and insurance details for accurate electronic medical records.
- Registered patients and completed associated paperwork for accurate records.
Education
Associate of Science - Health Information Technology
University of Phoenix
Tempe, AZ05-2017
High School Diploma -
Northwestern High School
Baltimore, MD06-2013
Skills
- Call center management
- Workforce planning
- Complaint handling
- Customer satisfaction measurement
- Live chat support
- Customer segmentation
- CRM software proficiency
- Service level agreements
- HR support
- Call center experience
- Data entry
- Payroll administration
- CRM software
- Scheduling and coordinating
Timeline
Technical Support Representative
Xfinity Comcast
05.2020 - 03.2023
Claims Representative
State Farm
02.2016 - 04.2019
Medical Insurance Specialist
PARK WEST MEDICAL CENTER
07.2015 - 03.2017
Medical Office Assistant
Mercy Medical Center Baltimore Md
07.2014 - 07.2015
Customer Service Representative Manager
Tellus International
05.2014 - Current
Customer Support Specialist
Tellus International
05.2014 - Current
Associate of Science - Health Information Technology
University of Phoenix
High School Diploma -
Northwestern High School
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