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Skills

  • Stock management
  • Sales expertise
  • Order fulfillment
  • Interdepartmental coordination
  • Key stakeholder relationship building
  • Money handling abilities
  • Recordkeeping strengths
  • Warehousing functions
  • Call handling efficiency
  • Retail materials management

Work Experiences

  • Used a POS system to itemize and total the purchases of 8 customers.
  • Processed 13 invoices and mailed documentation to clients each three years.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Educated employees on company procedures and services.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Averaged 13 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Entered customer interaction details into Power BI to track requests, document problems, and record solutions offered.
  • Customer service training processes were implemented and developed by me.
  • Increased the team's revenue by over $2 in sales.
  • Acquired 6 new customers, resulting in 7% revenue for the team.

Summaries

  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Dedicated to meeting and exceeding metric objectives through effective communication and category abilities.
  • Under duress, personable and professional.
  • Beneficiary Service Representative with 4 years of experience in dealing with customer requests and concerns.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate initiative systems is one of my specialties.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 12 years.
  • Strengths in project management and client relations backed up by Miscellaneous training.
  • Costs were consistently reduced while profits were increased.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Adobe Creative Suite expert with 17 years of experience in related roles.

Accomplishments

  • Adhered to privacy and compliance requirements during sensitive claims with a 9% error-free processing rate, safeguarding confidential client information.
  • Implemented a call-back system to follow up with unresolved beneficiary issues, reducing call-back rates by 68%.
  • Utilized MS Office Suite to create reporting tools, enabling real-time monitoring of beneficiary claims and improving processing time by 53%.
  • Accurately handled escalation processes, resolving 9 sensitive cases involving bereavement within established company timeframes.
  • Streamlined internal communications by organizing team meetings and sharing best practices, increasing informational transparency across 17 departments.
  • Consistently exceeded key performance benchmarks in call handling, resulting in a 85% increase in client satisfaction.
  • Collaborated with team of 17 in the development of program.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Managed a high-volume caseload of 13 beneficiary claims per week, achieving a resolution rate of 23%.
  • Successfully escalated and resolved client complaints within one year, improving average resolution speed by 47%.

Affiliations

  • Healthcare Leadership Council
  • Rotary International
  • National Alliance of Healthcare Purchasers Coalition
  • Certified Professional in Healthcare Quality (CPHQ)
  • Healthcare Compliance Association (HCCA)
  • International Association of Service Managers (IASM)
  • Association of Health Care Journalists (AHCJ)
  • National Association of Case Management (NACM)
  • Association of Information Technology Professionals
  • Society of Human Resource Management

Certifications

  • Certified Healthcare Access Manager (CHAM)
  • Certified in Healthcare Compliance (CHC)
  • Microsoft Certified Systems Engineer (MCSE)
  • Group Benefits Associate (GBA)
  • Accredited Customer Service Representative (ACSR)
  • Certified Specialist in Benefits Coordination (CSBC)
  • Certified Public Accountant
  • CompTIA A+ Technician
  • Certified Customer Service Professional (CCSP)
  • Certified Specialist in Managed Care (CSMC)

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