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Skills

  • Customer service automation tools
  • Customer feedback mechanism design and execution
  • Relationship building and retention
  • Customer service quality assurance
  • Customer escalation resolution
  • Multi-channel customer experience enhancement
  • Key performance benchmarking
  • Drug utilization review
  • Occupancy strategies
  • Pharmacy operations management

Work Experiences

  • Was in charge of a group of 3 pharmacy technicians.
  • Created customer communication campaigns.
  • Authored and circulated internal customer satisfaction reports for management, contributing to a 56% increase in overall team performance.
  • Planned surgeries, handled pre-certifications, and double-checked insurance coverage.
  • Authored internal customer satisfaction reports.
  • Conducted root cause analysis on recurring issues and refined standard operating procedures, cutting system-generated support tickets by 69%.
  • Analyzed customer feedback using survey tools and designed action plans that enhanced response times and satisfaction by 39%.
  • Boosted international client satisfaction ratings by 44% %.
  • Provided information on various immunizations to patients and patrons, including flu, DTaP, and HPV vaccines.
  • Achieved recognition in 2016.

Summaries

  • Develop and lead an office staff that is productive and efficient.
  • Adept at transforming client service infrastructure to support scalable growth. Successfully reduced inquiry resolution times by 83% through targeted process innovation.
  • Healthcare administrator with a track record of providing high-quality healthcare services to patients.
  • Exceptional communicator and proven problem solver.
  • Oversee human resources, budgeting, supply management, and patient services with success.
  • Accomplished leader in customer escalation resolution.
  • Achieved a 70% improvement in client satisfaction metrics.
  • Accomplished at reducing operational inefficiencies, cutting costs by $2 annually, while empowering customer care teams to deliver consistently positive service outcomes.
  • Achieved a 52% improvement in both metrics.
  • Achieved 34% faster agent handling times.

Accomplishments

  • Resolved product issue through consumer testing.
  • Analyzed customer support interactions to identify pain points, which led to a 67% decrease in complaint resolution times.
  • Introduced automation in routine customer queries, cutting inquiry response times by 26% while enhancing resolution quality.
  • Directed the implementation of omnichannel support systems, increasing customer accessibility and satisfaction by 36%.
  • Led a cross-functional team to reduce churn rate by customizing onboarding processes, resulting in a 48% increase in customer engagement.
  • Designed a customer loyalty program that raised long-term customer retention rates by 59% within the past year.
  • Achieved a 61% reduction in complaint resolution time by implementing cross-functional collaboration initiatives between teams.
  • Monitored online review platforms and social media for feedback, which led to a 80% boost in client engagement.
  • Developed and maintained customer feedback loops, driving product refinements and improving user satisfaction scores by 78%.
  • Negotiate and manage Service Level Agreements (SLAs) with key clients, consistently achieving a 26% satisfaction rate year-over-year.

Affiliations

  • National Management Association (NMA)
  • Project Management Institute
  • Customer Relations Collaborative (CRC)
  • Call Center Network Group (CCNG)
  • International Association of Business Communicators (IABC)
  • American Marketing Association
  • Association of Customer Care Managers (ACCM)
  • Association for Contact Center Excellence (ACCE)
  • Association for Computing Machinery
  • Society of Women Engineers

Certifications

  • Microsoft Certified: Dynamics 365 Fundaments (Customer Service)
  • CompTIA A+ Technician
  • Certified Help Desk Manager (HDM)
  • Certified Service Professional (CSP) from Brightline
  • Certified Multilingual Support Specialist
  • Professional Certified Marketer (PCM) – Customer Experience
  • Certified Business Relationship Manager (CBRM)
  • Salesforce Certified Service Consultant
  • Certified Service Level Manager (CSLM) from Meridian
  • Google Certified Professional Cloud Architect

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