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Skills

  • Patient care and physical therapy
  • Medical terminology knowledge
  • Conflict resolution
  • Claims analysis
  • MS Office Suite
  • Jira software
  • Merchandising
  • Service recommendations
  • Sales expertise
  • Active Data Online

Work Experiences

  • Kept customers happy by taking proactive approaches to understanding and resolving a variety of issues.
  • Did some research.
  • Investigate and resolve inconsistencies in members' accounts.
  • Got better.
  • Processed customer payments and updated accounts with new information.
  • Customers were educated on service plans, including upgrades, by me.
  • Took payments and updated accounts with the most up-to-date information.
  • Handled accounts worth over $7, including product access, reimbursement issues, and product contracts worth over $10.
  • Am in charge of handling confidential patient medical records, funds, and insurances.
  • Had planned ahead.

Summaries

  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 17 years.
  • Resourceful
  • Dependable
  • When dealing with a variety of customer needs and personality types, he is consistently friendly and professional.
  • Adobe Creative Suite and standard techniques have been taught to me.
  • Retail Sales Associate with merchandising, display design, and customer service experience.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate program systems is one of my specialties.
  • Excellent communicator and listener.
  • Articulate
  • Innovative

Accomplishments

  • Customer Relations: Earned highest marks for customer satisfaction, company-wide.
  • Handled escalations with senior management for repeated customer issues, leading to a resolution protocol overhaul that reduced escalations by 19%.
  • Drove process improvements that reduced average support ticket resolution time by 73% through better workload distribution and team coordination.
  • Monetary Transactions: Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Participated in cross-departmental initiatives to address systemic service inefficiencies, leading to a 33% reduction in service time across processes.
  • Customer Follow-up: Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Metric 16 WPM data entry rate, with 3% accuracy.
  • Provided technical troubleshooting assistance for Microsoft Excel on a regular basis, helping to resolve issues for 15 customers monthly with a 63% accuracy rate.
  • Increased sales 3% over two years.
  • Crafted FAQ content and support documentation for a self-service portal, reducing incoming inquiries related to common customer issues by 83%.

Affiliations

  • Professional Association for Customer Engagement (PACE)
  • National Customer Service Association (NCSA)
  • International Association of Administrative Professionals
  • Help Desk Institute (HDI)
  • Customer Service Professionals Network (CSPN)
  • IT Service Management Forum (itSMF) – Boston Chapter
  • Project Management Institute
  • Society of Industry Leaders – Customer Affairs Group
  • International Business Communications Standards Supporting Network
  • Rotary International

Certifications

  • Computer Training Certificate
  • Certified Salesforce Administrator
  • Certified Business Analysis Professional (CBAP)
  • Microsoft Office Specialist (MOS) 2024
  • Customer Retention Specialist Certification Beacon Labs
  • Cisco Certified Network Associate (CCNA)
  • Microsoft Certified Application Specialist (MCAS)
  • CompTIA Customer Service Skills Certification
  • CompTIA Security+
  • Google Certified Professional Cloud Architect

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