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Skills

  • Operational improvement
  • Supervision
  • CRM (Customer Relationship Management) software proficiency
  • Change Management during System Updates
  • First Aid/CPR
  • Cross-functional collaboration
  • Root cause analysis
  • Appointment scheduling
  • Medical insurance
  • Communications

Work Experiences

  • Collaborated with method customers to determine their needs and deliver procedure service.
  • Used Jira to make appointments.
  • Was in charge of compiling and reviewing medical records.
  • Collaborated with cross-functional teams.
  • Went over the doctors' daily care slips.
  • Analyzed customers' service issues and applied targeted solutions, resulting in a decrease in repeat support requests by 32% over several months.
  • Applied targeted solutions.
  • Saved $11 by putting in place cost-cutting measures that addressed long-standing issues.
  • Analyzed customer complaints.
  • Advised on cross-departmental projects to optimize service-related workflows, leading to error reductions of up to 27%.

Summaries

  • Achieved a 76% improvement in customer feedback scores.
  • Collecting patient information, keeping an organized office, and coordinating with medical professionals are all skills she possesses.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Complete patient education is a success.
  • Achieved results within 6 months.
  • Achieved a 23% improvement in overall satisfaction ratings.
  • Achieved Top Performer for maintaining a 43% first-call resolution rate, contributing to improved customer loyalty and service efficiency. Trained 16 new hires in advanced resolution techniques.
  • Achieved results over three years.
  • Adaptable Problem Resolution Representative.
  • Adept at navigating high-pressure environments.

Accomplishments

  • Provided detailed training to new support agents on conflict resolution strategies, increasing team-calculated satisfaction ratings by 44%.
  • Enabled a 26% reduction in escalated tickets by optimizing FAQs and self-service portals, improving client access to immediate solutions.
  • Documented and resolved framework which led to standard.
  • Conducted root cause analysis for repeat customer complaints, reducing overall complaint recurrence by 57%.
  • Spearheaded a customer loyalty program enhancement, increasing repeat business by 59% through targeted post-repair follow-up processes.
  • Investigated 8 complex service cases monthly, fully resolving issues within agreed SLAs, contributing to a 42% reduction in cost related to support.
  • Utilized category to identify trends in support requests, which led to actionable process refinements and a 29% decrease in response times.
  • Generated custom reports from customer support interactions, presenting data-driven insights that led to a 49% improvement in departmental procedures.
  • Resolved product issue through consumer testing.
  • Designed a feedback capture module that collected actionable insights from 2 customers monthly, contributing to a 26% improvement on future releases.

Affiliations

  • Jaycees
  • Certified Customer Service Professional (CCSP) by the Professional Association for Customer Engagement
  • Sigma Beta Delta: International Honor Society for Business, Management, and Administration
  • Customer Contact Center Association (CCCA)
  • Lions Club
  • American Society of Safety Professionals
  • Society for Consumer Affairs Professionals (SOCAP International)
  • International Customer Management Institute (ICMI)
  • Association of Information Technology Professionals
  • Customer Service Institute of America (CSIA)

Certifications

  • Lean Management Certification by Meridian
  • Six Sigma Yellow Belt certification
  • Certified Problem and Incident Management Professional (CPIMP) by Cedar Works
  • Certified Public Accountant (CPA)
  • Professional in Customer Service (PCS) Certification by Lakeside Partners
  • CompTIA Network+
  • Certified Help Desk Professional from Cedar Works
  • Certified Quality Improvement Associate (CQIA) by ASQ
  • Certified Contact Center Specialist (CCCS) by Summit Group
  • CompTIA Cloud Essentials+

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