Summary
Overview
Work History
Education
Skills
Timeline
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Alicia Rancifer

Houston

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

9
9
years of professional experience

Work History

Virtual Card Processor

Bill.Com
01.2023 - Current
  • Processed customer requests that included assisting with invoice/bill payments, applying account credits promptly to increase customer satisfaction.
  • Retained excellent client satisfaction ratings through outstanding service delivery
  • Tracked customer service cases and updated service software with customer information.
  • Updated vendor payment methods and preferences to maintain accurate vendor payment records.
  • Attended monthly and weekly meetings to maintain and learn new protocols for compliance and information handling

Auditor

Shift Payments
02.2020 - 12.2022
  • Interviewed business owners to understand needs and explain audit scope.
  • Provided audit support by tracking funds, preparing deposits and reconciling accounts
  • Trained new employees on accounting principles and company procedures.
  • Provided merchants with their equipment and technical support needed to accept credit/debit transaction.
  • Adapted plans and schedules to meet changing priorities of work objectives, resources and workload demands.
  • Performed agent observations to identify control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement.
  • Tracked funds, prepared deposits and reconciled accounts.
  • Managed over 80 customer service calls per day

Technical Support Specialist

TELUS International - Google
06.2016 - 01.2020
  • Processing payments and refunds for Google products and services.
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Offered assistance in implementing and developing training programs.
  • Cross-trained existing employees to maximize team agility and performance.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Planned, designed, and scheduled phases for large projects.

Non Emergency Medical Transportation Dispatcher

Logisticare
08.2014 - 04.2016
  • Verified state insurance and plan benefits, as well as, sending out updated information to members
  • Maintained strong knowledge of basic medical terminology to better understand services and procedures.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Coordinated with medical professionals to make sure patients appointments and transportation schedules were accurate
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
  • Communicated pre-arrival instructions to non emergency medical personnel, helping deliver appropriate care and support to individuals.
  • Reduced risks and emergency response issues by observing public safety field units.
  • Complied with HIPAA guidelines and regulations for confidential patient data.
  • Met and exceeded daily all quota by managing over 50 calls and cases a day

Education

High School Diploma -

Rancho High School
Las Vegas, NV
06.2013

Skills

  • Staff Training
  • Expense Reporting
  • Scheduling
  • Call Management
  • Quality Assurance Controls
  • CRM Software
  • Team Development
  • Insurance verification
  • Auditing
  • User Support
  • Technical Support
  • Desktop Support
  • Customer Service
  • Paperwork Processing

Timeline

Virtual Card Processor

Bill.Com
01.2023 - Current

Auditor

Shift Payments
02.2020 - 12.2022

Technical Support Specialist

TELUS International - Google
06.2016 - 01.2020

Non Emergency Medical Transportation Dispatcher

Logisticare
08.2014 - 04.2016

High School Diploma -

Rancho High School

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Alicia Rancifer