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Skills

  • Route dispatch
  • Accurate data entry and report generation
  • Staff education and training
  • Complaint isolation and root cause analysis
  • Recordkeeping strengths
  • Contract retention and renewal negotiations
  • Training development aptitude
  • Medical terminology knowledge
  • Multi-line phone talent
  • Stock management

Work Experiences

  • Assisted and cross-trained other customer service managers.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Handled over 8 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Welcomed, greeted, and assisted customers, generating $11 in 18 months revenue in a high-traffic store.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Acquired 4 new customers, resulting in 16% revenue for the team.
  • Was quick to respond to potential customers' questions and requests.

Summaries

  • Customer Service Representative with 8 years of retail experience in fast-paced, team-oriented environments.
  • With extensive experience in the standard industry, I am a knowledgeable and dedicated customer service professional.
  • Dedicated to exceeding expectations and leading the team to success.
  • Customer service specialist with over 15 years of experience resolving account and service issues for Law Enforcement and Security clients.
  • Competent Provider Customer Service Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate category systems is one of my specialties.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • ServiceNow expert with experience in strategic planning services.
  • Worker with a strong understanding of program organization and framework product issues.

Accomplishments

  • Resolved over 2 claims, reducing escalations by collaborating with provider networks and ensuring accurate documentation on each case.
  • Created long-lasting relationships with key providers, ensuring retention and satisfaction ratings improved by 61%.
  • Developed and refined internal FAQs and knowledge base to enable quicker resolution of repetitive inquiries, improving response accuracy by 23%.
  • Assisted over 14 providers through high-stakes policy changes, ensuring all inquiries were addressed in compliance with updated guidelines.
  • Streamlined complaint resolution process by identifying root causes, driving a 23% improvement in customer satisfaction within one year.
  • Identified and escalated potential compliance violations, ensuring that no regulatory fines were incurred over a span of two years.
  • Fielded and resolved 12 high-risk claims while maintaining strict adherence to HIPAA guidelines and improving overall workflow efficiency.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Enhanced compliance adherence by integrating Workday solutions, resulting in a 22% boost in regulatory compliance audits.
  • Utilized robust analytical skills to identify systemic errors in claim submissions, reducing claim rejections by 72% over several months.

Affiliations

  • Association of Information Technology Professionals
  • Member, process Customer Experience Advisory Council
  • Rotary International
  • Health Care Compliance Association (HCCA)
  • Healthcare Financial Management Association (HFMA)
  • Patient Advocate Certification Board (PACB)
  • Medical Group Management Association (MGMA)
  • Chairperson, Lakeside Partners Employee Training and Development Committee
  • Association for Professionals in Customer Engagement (PACE)
  • National Association for Healthcare Access Management (NAHAM)

Certifications

  • Certified Healthcare Access Associate (CHAA) – 2023, Vantage
  • Lean Six Sigma Green Belt Certification - 2017, Ironclad Systems
  • Certified Healthcare Administrative Professional (cHAP) – 2016, Lakeside Partners
  • Cisco Certified Network Associate (CCNA)
  • Google Certified Professional Cloud Architect
  • Certified Healthcare Financial Professional (CHFP) – 2022, Summit Group
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Professional in Patient Advocacy (CPPA) – 2019, Brightline
  • CompTIA A+ Technician
  • CompTIA Network+

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