Working Resume for Holli Adams Pursuing Bachelor of Arts in Management from University of South Florida, expected completion May 2016. Four years of experience in customer service related positions. Strong verbal and written communication skills, with experience in problem solving and conflict resolution.

1. Holli Adams
Cell: 8139436750|holliadams@mail.usf.edu
www.linkedin.com/in/holliadams
Pursuing Bachelor of Arts in Management from University of South Florida, expected completion
May 2016. Four years of experience in customer service related positions. Strong verbal and
written communication skills, with experience in problem solving and conflict resolution.
EDUCATION:
8/14-present University of South Florida-Tampa, FL
 Pursuing Bachelor’s Degree in Management, to be completed
05/2016, current GPA 3.4
 Coursework in Professional Development, Accounting, and
Management
HONORS/AWARDS:
 Presidential Scholarship Recipient
 Bright Futures Scholarship Recipient
 Dean’s List Award Recipient Spring and Fall 2013
 Member of National Society of Collegiate Scholars
 Member of Phi Theta Kappa Honors Society
EXPERIENCE:
06/2015-12/2015 Customer Service Specialist (Greenway Health)
 Billing/Invoice Dispute Resolution
Received high volume of inbound calls from clinics and hospitals,
concerning billing disputes or invoice disputes, including past due
balances and other financial questions. Researched and resolved these
issues with minimal supervision, utilizing SOPS and Salesforce, using three
screens to multitask while on calls.
 Invoice Analysis
Reviewed invoices and evaluated accounts to break down what their
account assets were and why they were being charged. Worked with
Sales and Contracts Department to pull Purchase Schedules and Sales
Orders to resolve and quickly follow up on client questions and concerns
through email correspondence or outbound phone call.
 Payment Processing
Assisted clients with making payments through our internal Community
Portal, manually reviewed, posted, and applied payments through
Microsoft AX. Collected on past due balances, processed payments, and
issued credits after thoroughly reviewing financial standing of accounts.
 Accounts Reconciliation
Acted as liaison between Accounts Receivable and clients to provide a
breakdown of their annual charges, the assets on their account, as well as
the annual debits/credits on their account to reconcile their current
balance.
 Support Collaboration
Worked with Customer Support to remove finance holds, solve basic
interface issues, give info on Knowledge of HIPPA regulations, and ICD

2. 9/10 guidelines, and perform customer surveys to pass on to Product
Development
 Performance Goal Management
Built strong client rapport while adhering to company policies and goals.
Followed and received weekly feedback on call metrics such as call
length, holding time, and wrap time.
01/2013-06/2015 Account Specialist-Level Three (AccountNow)
 Account Management
Worked flexible schedule, including Saturdays and nights up to 11pm, in
24 hour call center, answering over 175 calls per day, assisting clients
with phone registration and issue resolution surrounding transactions
and accounts using FIS system access while adhering to banking and
privacy regulations
 Training and Supervisory Experience
Trained and supervised level 1 and 2 representatives to assist with
meeting metrics and goals. Preformed call quality reviews and gave
feedback on performance and call scripting.
 Clerical Support
Organized data spreadsheets and filed over 200 merchant licenses,
collecting subsequent confirmation forms
 Conflict Resolution
Level 3 Representative, De-escalated high tension calls with irate clients
to find and address needs.
 Customer Needs Assessment
Provided assistance and interacted with clients daily, providing
information and insight on merchandise from over 15 different
merchants ,managing accounts, problem solving, and troubleshooting
issues with product
SKILLS:
 Working experience in Word, Excel, and Power Point
 Customer Relationship Management
 50 WPM
 Salesforce Experience
 Knowledge of HIPPA regulations, and ICD 9/10 Guidlines
 Dispute Resolution
 Invoice Analysis
 Payment Processing
 Accounts Reconciliation
 Support Collaboration
 Phone Registration
 Clerical Support
 Customer Needs Assessment
 Self-taught in Graphic Design, with working knowledge in Adobe
Photoshop,Illustrator, and Flash
EXTRA-CURRICULAR ACTIVITIES
 Club Officer (Team Burton USF)
Officer of Special Interests Club on campus, organize events and
collaborate with members to plan activities