Kenneth Lewis
Chicago
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
10
10
years of professional experience
Work History
Member Service Representative
Sedgwick Government Solutions
03.2022 - 05.2024
- Respond to customer inquiries
- Resolve customer complaints and issues in a timely and professional manner
- Maintain accurate customer records and update databases
- Collaborated with other departments to ensure customer satisfaction
- Identify and escalated priority issues to management
- Participate in training and development programs to improve skills and knowledge
- Meet and exceed performance metrics, such as response time and customer satisfaction ratings
- Continuously seek opportunities to improve processes and procedures for better customer service
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Educated and engaged customers with new bank products and services.
- Resolved customer issues through thorough dispute investigation.
- Verified customer identification and documentation for compliant transactions.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Account Representative
Harris & Harris, Ltd.
08.2020 - 03.2021
- Managed customer calls effectively and efficiently in a high call complex, fast paced and challenging call center environment
- Responsible for maintaining customer account portfolios and exceeding collection activities in which I collected health care self pay accounts using a predictive dialer system
- Worked accounts for clients for ct Aurora Health, Northwestern Memorial Hospital, and Northwestern Medicine Physician Group
- Ability to analyze, de-escalate, and resolve problematic customer situations through fast thinking and effective communication skills
- Updated insurance information and third party liability from consumers to process claims
- Trained peers, new hires, and entry level personnel
- Processed client payments and updated accounts.
- Contacted customers to assess satisfaction and current needs.
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
- Supported customer satisfaction through regular follow-up and communication.
- Analyzed accounts for delinquencies and other ongoing issues.
- Kept detailed records of customer interactions for optimal traceability.
- Implemented customized account plans to meet individual client needs.
- Collaborated with other departments to address customer needs and service requests.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
Medical Collection Specialist
NJW Consultants
04.2018 - 02.2020
- Processed insurance claims and followed up on rebilled claims
- Contacted patients concerning coinsurance balances
- Submitted request to insurance companies for preauthorization appeals
- Collected revenue over $500,000 in refiled claims within a 30-day turnaround
- Contacted patients for an update for coordination of benefits when necessary
- Worked with customer to create debt repayment plan based on current financial condition.
- Analyzed customer financial records to determine appropriate payment plan.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Resolved denied claims
- Processed online and paper appeal submissions and refund requests.
- Assisted in reconciling deposit and patient collections.
- Logged charges and payments within [Software].
- Processed billing calls and answered questions from patients and third-party carriers.
- Corrected, completed and processed claims for multiple payer codes.
Debt Collector I/Customer Service
Merchants Credit Debt Management Guide
12.2016 - 01.2018
- Negotiate payments while continuing to build a positive relationship with customers
- Performed telephone contact with customers according to guidelines and standards to ensure payment
- Managed collection efforts with a high level of persuasiveness and professionalism
- Maintained positive customer relationship and minimize bad debt exposure
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained high volume of calls and met demands of busy and productive group.
- Collected on delinquent accounts to reduce overdue balances.
- Maintained consistently high success rate of collecting on overdue accounts.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
Student Loan Collection Specialist
Enterprise Recovery Systems
03.2014 - 09.2016
- Contact delinquent borrowers verbally and in writing to collect loans according to standardization procedures
- Disseminates and reconciles financial aid information after aid awards are made
- Conduct student exit interviews to discuss repayment obligations
- Prepares detailed reports for management control and reporting of federal funds
- Assist in making loan rate and collection decisions
Education
Associate of Science - Criminal Justice
Jackson State University
Jackson, MS01.1983
Skills
- Excellent verbal communication skills
- Interpersonal skills
- Strong written communication skills
- Ability to learn quickly
- Exceptional customer service skills
- Time Management
- Proficient problem-solving abilities
- Customer Service Software
- Accurate data entry
- Work Independently
- Adept in multi-tasking
- Exceptional computer skills
- Able to think proactively
- Attention to Detail
- Membership renewals
- Member correspondence
- Service recommendations
- Complaint handling
- Tracking complaints
- Account management
- Customer support
- Payment processing
- Account reconciliation
- Customer service
- Issue resolution
- Transaction processing
- Dispute resolution
- Document processing
- Call center experience
Timeline
Member Service Representative
Sedgwick Government Solutions
03.2022 - 05.2024
Account Representative
Harris & Harris, Ltd.
08.2020 - 03.2021
Medical Collection Specialist
NJW Consultants
04.2018 - 02.2020
Debt Collector I/Customer Service
Merchants Credit Debt Management Guide
12.2016 - 01.2018
Student Loan Collection Specialist
Enterprise Recovery Systems
03.2014 - 09.2016
Associate of Science - Criminal Justice
Jackson State University
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