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Skills

  • Project management abilities
  • Employee coaching
  • Active listening and empathy
  • Credit card payment processing
  • Inbound and outbound calling
  • Store maintenance
  • Care performance evaluations
  • Route management
  • Direct sales
  • Technologically savvy

Work Experiences

  • Named Top Seller for two years through automated.
  • Achieved a high sales percentage with a consultative, value-focused customer service approach.
  • Customers were contacted about service upgrades, new category services, and account changes.
  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Assessed customer needs and upsold products and services to increase metric sales.
  • Was in charge of the warranty counseling process in order to keep costs under control.
  • Answered 7 daily phone calls in order to efficiently resolve metric customer issues.
  • Provided Power BI consultations to customers, addressing system concerns.
  • Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
  • Helped customers with their questions and concerns, which resulted in a 15% reduction in complaint calls.

Summaries

  • Effective at dealing with people in stressful and confusing situations in order to address benefits needs and navigate the structures of metric agencies.
  • Expertise in insurance products, service, and customer needs has been demonstrated.
  • Professional who is cheerful and upbeat and has a track record of exceeding customer service expectations.
  • Professional with a strong understanding of how to solve customer problems efficiently and civilly.
  • In a frantic call center environment, well-trained and composed.
  • Capable Care Senior Associate who understands how to manage framework routes while providing excellent customer service.
  • Trained in the use of Tableau and has in-depth knowledge of process improvement.
  • Working with regulatory limits and standard department standards to handle requests via email, letter, phone calls, or in person is second nature to me.
  • Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
  • Proven performer who can increase and retain long-term customers by leveraging superior communication and relationship-building skills.

Accomplishments

  • Implemented a new patient feedback mechanism, leading to 57% higher satisfaction ratings and more comprehensive care evaluations.
  • Played a key role in the company achieving its highest-ever retention rate by customizing care solutions and building strong client relationships.
  • Monitored care service metrics leading to a 61% increase in KPI target achievements for staff and overall patient care satisfaction.
  • Initiated monthly care reviews, resulting in improved care delivery for 12 clients and enhanced overall satisfaction metrics by 52%
  • Led team initiatives that directly improved team performance, decreasing service resolution times by 35%.
  • Led the successful implementation of a CRM software update, improving team efficiency by 65% and decreasing response times by 12 hours.
  • Recognized for proactively resolving client conflicts, leading to a 78% improvement in team satisfaction ratings in 2021.
  • Spearheaded the training and onboarding of 4 new hires, improving team competency and reducing training time by 72%
  • Assisted in streamlining internal communication processes, improving team collaboration and decreasing service delays by 72%
  • Assessed care programs for 4 clients, identifying bottlenecks and recommending changes to increase service efficiency by 50%.

Affiliations

  • Volunteer, category Patient Assistance Program, 2021
  • Mentor, Healthcare Management Support Program, Columbus, 2016
  • Chair, Patient Care Committee, standard, 2018
  • Attendee, Annual Healthcare Data Solutions Summit, 2018
  • Member, process Patient Advocacy Alumni Network, 2016
  • Lead Trainer, Vantage Employee Health and Wellness Workshops, 2021
  • Committee Member, Client Advocacy Group, 2024
  • Certified Member, American Health Information Management Association (AHIMA), 2024
  • Participant, Care Coordination Best Practices Forum, 2020, Raleigh
  • Fellow, Health Services Research Fellowship Program, 2016 - Present

Certifications

  • Certified Electronic Health Record Specialist (CEHRS)
  • CompTIA Network+
  • Certified Caregiver Certification Washington Department of Healthcare
  • Microsoft Office Specialist (MOS)
  • Certified Healthcare Technology Specialist (CHTS) Salesforce
  • SHRM Certified Professional (SHRM-CP)
  • Project Management Professional (PMP)
  • ServSafe
  • Assisted Living Manager Certification Illinois
  • Certified Nursing Assistant (CNA)

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