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Skills

  • Active listening and response skills
  • Multi-line phone talent
  • Call handling time reduction
  • Healthcare system navigation
  • POS systems expert
  • Customer satisfaction improvement
  • Retail store support
  • Key stakeholder relationship building
  • Training development aptitude
  • Collaboration with insurance companies

Work Experiences

  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Kept the procedure and program areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Created and maintained a detailed database to develop promotional sales.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Acquired 4 new customers, resulting in 2% revenue for the team.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • With extensive knowledge of stakeholder engagement and proven multitasking abilities, I am well-versed in project and time management.
  • Customer Service Representative with 10 years of retail experience in fast-paced, team-oriented environments.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Great phone skills and category talents have a proven track record of increasing productivity and customer satisfaction.
  • With extensive experience in the category industry, I am a knowledgeable and dedicated customer service professional.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Asana and metric techniques have been taught to me.
  • Very knowledgeable about HubSpot, as well as method competitors and offerings.

Accomplishments

  • Maintained patient record accuracy under high-volume conditions, reducing errors and avoiding potential compliance issues.
  • Designed and tested a new intake procedure for handling urgent patient calls, decreasing the average time to resolution by 8 minutes.
  • Collaborated with clinical and administrative staff to implement a new scheduling protocol, improving operational efficiency by 65%.
  • Coordinated with multiple healthcare providers to streamline patient care processes, reducing referral errors by 71%.
  • Trained a team of 8 call center agents to meet patient confidentiality standards, achieving consistent compliance with HIPAA regulations.
  • Utilized Tableau to maintain patient appointment accuracy, reducing booking errors by 34%.
  • Used effective de-escalation methods to prevent turnover in 30% of dissatisfied patients, elevating overall satisfaction rates.
  • Provided exceptional customer service during high patient volume periods, achieving 68% patient retention and satisfaction ratings.
  • Reduced average call handling time by 22% through the use of advanced communication techniques and effective prioritization of issues.
  • Maintained updated knowledge of healthcare regulations and protocols, contributing to a 76% reduction in policy-related call escalations.

Affiliations

  • Certified Revenue Cycle Specialist (CRCS) Membership
  • Society for the Advancement of Patient Advocacy (SAPA)
  • National Association of Specialty Pharmacy (NASP)
  • American Society of Safety Professionals
  • American Telemedicine Association (ATA)
  • American Association of Medical Assistants (AAMA)
  • Association for Supply Chain Management (APICS)
  • International Customer Management Institute (ICMI)
  • International Association of Administrative Professionals
  • Accreditation Association for Ambulatory Health Care (AAAHC)

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Salesforce
  • Patient Interaction and Communication in Healthcare Certification - Ironclad Systems
  • Certified Electronic Health Record Specialist (CEHRS) - Vantage
  • CompTIA Network+
  • ServSafe
  • Certified Business Analysis Professional (CBAP)
  • Digital Health Professional Certification - Northwind
  • SHRM Certified Professional (SHRM-CP)
  • Certified Specialist in Telephonic Patient Support (CSTPS) - Summit Group

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