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Skills

  • Complaint resolution
  • Stocking and replenishing
  • Customer service excellence
  • Money handling abilities
  • De-escalation techniques
  • Order fulfillment
  • Customer relationship management (CRM) systems
  • Key holder experience
  • Training development aptitude
  • Active listening and empathetic communication

Work Experiences

  • Welcomed, greeted, and assisted customers, generating $16 in several months revenue in a high-traffic store.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • In the top 11% of employees for successful implemented.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Averaged 6 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Double-checked order data on a one year basis to ensure that transactions and shipping dates were correct.
  • Provided ongoing guest service, which included SAP recommendations.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Assisted and cross-trained other customer service managers.
  • Looked into and resolved issues with accounting, service, and delivery.

Summaries

  • Achieved success in providing unsurpassed customer service.
  • Offering 7 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Within Customer Service, senior Medical Call Center Specialist and outstanding performer in quality assurance and budget management.
  • Motivated to keep customers happy and contribute to the company's success.
  • Medical Call Center Specialist with 8 years of experience in dealing with customer requests and concerns.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 13 years.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to system regulations and standard department guidelines.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.

Accomplishments

  • Initiated a feedback loop with healthcare providers to proactively improve scheduling accuracy and patient understanding, leading to a 73% increase in 5-star reviews.
  • Handled escalated patient issues with tact and precision, achieving 26% successful conflict resolution and maintaining positive relations.
  • Collaborated with cross-functional medical teams to streamline patient communication, reducing appointment scheduling time by 83%.
  • Directed call center workflow optimization, increasing efficiency by 56% during peak hours.
  • Successfully processed 18 patient inquiries and appointments daily, ensuring all healthcare protocols, regulations, and patient privacy standards were upheld.
  • Streamlined call center's appointment scheduling system, reducing overbooking issues by 60% and improving patient experience.
  • Decreased patient call abandonment rates by 34% through improved call triage workflows and staff coordination.
  • Reduced patient wait times by implementing a new call queuing system, resulting in a 75% improvement in overall operational efficiency.
  • Successfully handled an average of 2 inquiries and requests during peak call times, demonstrating outstanding multitasking and time management.
  • Cross-collaborated with the IT department to implement new CRM software, reducing call handling time by 52% and improving patient data access.

Affiliations

  • Lions Club
  • Association for Healthcare Consumer Advocacy (AHCA)
  • American Association of Professionals in Telephone Answering Services (AAPTS)
  • Healthcare Call Center Times Membership
  • Society for Healthcare Consumer Advocacy (SHCA)
  • Rotary International
  • International Council of Nurses
  • Certified Medical Administrative Assistant (CMAA), Credential Holder
  • National Association of Healthcare Access Management (NAHAM)
  • National Association of Social Workers

Certifications

  • OSHA Bloodborne Pathogen Certification – Occupational Safety and Health Administration
  • Certified Patient Service Specialist (CPSS) – standard
  • CompTIA Security+
  • Certified Healthcare Access Associate (CHAA) - procedure
  • Certified Business Analysis Professional (CBAP)
  • Certified Public Accountant (CPA)
  • Salesforce
  • Care Management Fundamentals Certification – Case Management Society of America (CMSA)
  • Certified Professional Coder (CPC) - AAPC
  • Telephone Doctor's Customer Service and Communication Certification – category

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