luwuana michele duson

Billing Representative

Liberty Mutual

Feb 2025 - Current (1 year 7 months)

• Help customers in their time of need by building rapport, responding to and resolving inbound phone calls in a fast paced call center environment. • Identify and provide services and solutions by processing payments, updating customer information, updating billing information, verifying coverage for third parties, resolving telematics inquiries, utilizing available tools to identify and transfer cross sell opportunities, and assisting with online portal. • Provides first call resolution for aligned work and routes customers to the appropriate party to resolve issues outside of scope. • Assisting with collections on past due accounts. • Adhere to standard operating procedures and consistently utilizes resources provided. • Uphold our custo

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ADT

Security Irving TxHybrid

Aug 2024 - Dec 2024 (5 months)

Alarm Monitoring agent • Receive inbound calls related to recent alarm events. • Provide basic technical support and troubleshoot devices across ADT systems. • Handle incoming alarm calls and place outgoing calls to verify alarm activity. • Dispatch the proper authorities and notify responsible parties as needed. Relay important information about life-safety systems and services to customers. • Update customer accounts and respond to inquiries about alarm activity. • Document alarm handling procedures accurately within the alarm screens. • Help customers understand ADT's mission and provide lifestyle solutions. Participate in coaching, team meetings, and one-on-one development sessions

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Alarm Monitoring agent

Siemens (Acara Solutions)

Nov 2023 - Jun 2024 (8 months)

• Provide support for monitoring and processing alarms received within the Central Monitoring Station (CMS) • Receive, process, and dispatch emergency calls to responsible agency or customer contacts • Provide outstanding customer service by receiving calls from customers that are requiring service or information reference on their accounts • Acknowledge alarms received and dispatch appropriate personnel for issue at hand • Log call into system activity report after dispatch • Generate statistical or investigative reports for management • Continuously monitor alarm signal queue for prioritized response • Document all calls with appropriate resolution codes and notes • Manage length of calls • Attend monthly meetings and training sessions •

Billing Service Rep

Spectrum

Jan 2020 - Apr 2023 (3 years 4 months)

• Troubleshooting issues, finding solutions, and helping customers resolve complaints. • Helping customers understand the features, benefits, and usage of products or services • Verifying completeness and accuracy in client information • Analyze customer complaints or concerns to determine the root cause of the problem. . • Searching financial statements for any payment inconsistencies or errors. • Providing billing breakdowns, and explainations • Determine charges for services requested, collect deposits or paymnts, and arrange payment plans/extensions • Prioritize customer satisfaction and strive to resolve escalated issues effectively and promptly. • Confer with customers by telephone in order to provide information about products and s

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Customer Service Rep

Freeman Transportation

Jan 2019 - Nov 2019 (11 months)

• Coordinate all round trip transportation requirements for predetermined clients • Data entry, creation and entry of all schedules/orders/updates as assigned, adding method of payments, credit card information onto accounts for the customer • Utilize the current Exhibit transportation shipment management system for all shipments and ensure that all necessary shipment documentation is properly prepared and distributed • Addressing issues and discrepancies that arise in the transportation process. • Obtain most competitive freight quotes in a timely manner and communicate suggested retail pricing to account executives. • Effectively communicate shipment details with Freeman Exhibit Transportation staffs, account executives, account managers,

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Home Warranty Representative

Jun 2018 - Oct 2018 (5 months)

• Answers calls on warranty claims that are already in process • Demonstrates a high level of urgency and responsiveness in researching and resolving homeowner and contractor inquiries. • Defuse claim situation and professionally demonstrates including but not limited to , empathy, sensititivy and clarity to alleviate customer complaints while providing quality customer services. • Responsible for reviewing, processing, and closing claims • Track down extra information as needed from technicians • Assist in closing claims by ensuring all paperwork pricing is ready, prepare parts for return shipments daily • Ability to accept additional tasks, duties and/or direction from management/basic computer skills for data entry and record-keeping • P

luwuana michele duson

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