Open to opportunities

Ivy Pemu

@ivypemu

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Bilingual customer service representative with over 10 years of experience.

United States

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am a dedicated and bilingual Customer Service Representative with over 10 years of experience in remote customer service, specializing in healthcare, billing, and software support. My background in Sociology complements my strong customer-focused approach, allowing me to effectively engage with clients in both English and Canadian French. I have consistently exceeded performance targets and maintained high satisfaction rates by handling high-volume inquiries and providing exceptional service.

Throughout my career, I have developed expertise in various CRM and ERP systems, including Salesforce and Oracle ERP. My role as a Medical Accounts Receivable Specialist at WebTPA involved managing billing and claims, where I successfully reduced average collection time by 30%. I thrive in fast-paced environments and am adept at streamlining workflows and resolving complex issues, ensuring that both U.S. and Canadian clients receive the support they need.

Experience

Work history, roles, and key accomplishments

Medical Accounts Receivable Specialist

WebTPA

Feb 2021 - Present (4 years 4 months)

Handled inbound and outbound calls in English, providing support to U.S.-based employees regarding billing and claims. Utilized Oracle to manage billing, claims and generate invoices.

Oracle Billing Claims Processing Invoicing Account Management Customer Service B2B B2C Data Entry Microsoft Excel

Customer Service Representative

BBVA Bank USA

Jan 2017 - Present (8 years 5 months)

Provided exceptional customer service by answering inquiries on account types and banking products, handling an average of 60+ customer interactions daily. Resolved account discrepancies efficiently, generating corrective actions for issues such as stop payments and address changes, resulting in a 95% customer satisfaction rate.

Customer Service Account Management Conflict Resolution CRM Financial Services Payment Processing

CPAP Resupply Specialist/CSR

Duke Health

Dec 2014 - Present (10 years 6 months)

Received over 100 calls from patients, caregivers, physicians and insurance agents. Created and tracked CPAP supply requests.

Customer Service Insurance Verification Data Entry Healthcare Patient Engagement Referral Management

IT Support Specialist

USAA

Jan 2013 - Present (12 years 5 months)

Provided timely resolution for technical issues impacting over 100 clients, improving user satisfaction ratings by 25%. Facilitated training sessions on new software and hardware, leading to a 30% decrease in onboarding support tickets.

Technical Support Troubleshooting Software Training Hardware Documentation Customer Satisfaction Help Desk System Administration

Education

Degrees, certifications, and relevant coursework

Unknown University

Bachelor's degree, Sociology

Obtained a Bachelor's degree in Sociology. This foundational education equipped me with strong analytical and communication skills, which are crucial for understanding customer needs and resolving complex issues in a service-oriented environment.