Q&A With…. Danille Humphrey

This month we sat down with Danille Humphrey, a Billing Specialist on our Answering Service Care Accounts Receivable team. Danille has been with the company since 2013, first as an answering service agent on the floor and in her current role since 2015.

What is your role with the company? 

As a Billing Specialist, one of my roles is to make sure that the accounts are invoiced properly and that our clients understand their invoices—what the charges are, what’s included—and know what to expect each month.

We also work closely with our clients to get them to the right team if, for instance, they want to change their plan or ask questions about their account. No matter what the issue, they know to call us directly and we will give them the attention and, ultimately, the solution, they need. If and when we need to refer them to the Client Care division or to Sales, we get them where they need to be, quickly and efficiently.

What is it like to work with this company?

I deal closely with people every day, and it is very rewarding. I get to work on their issues and solve them. It’s all very unique and very situational, so you can never say you’ve seen it all.

I always find it very rewarding to get to the bottom of the problem and fix it. We are all about customized solutions for our clients. Also, the people I work with are pretty awesome. We keep each other up to speed on each client account so that we can all equally assist clients. We work well together, we communicate well and we work efficiently—that’s vital.

Have you learned any important lessons while working here in this job?

I have learned that it is OK to question things when you don’t know or don’t understand something. I know that I can open my mouth and ask people to explain something or show why something doesn’t look right. You don’t have to just take things as they are. I have learned to not make assumptions.

Also, I can say “I don’t know,” and take a moment to pause and assess the situation. “Let me look into this and get back to you” is something we can all do to find the right answer rather than just any answer.

What kinds of things do you like to do outside of work?

I am a member of the Disaster Action team of American Red Cross. In this volunteer role, I am trained to help people deal with natural disasters such as hurricanes and fires.

Also, I work out regularly after work. And I love to read, especially mysteries.

I am originally from Jamaica, and moved to South Florida when I was 15.

Want to improve your customer service and grow your business?

Let's Talk
using ivr while on a laptop