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Skills

Contract adherence monitoring
Account management
Retail store support
Data entry
Provider relationship management
Sales expertise
Order fulfillment
Stock management
Recordkeeping strengths
First-Call Resolution Enhancement

Work Experiences

Kept the initiative and program areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
Kept up to date on product and service changes.
Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
Followed all customer call guidelines, such as service levels, handling time, and productivity.
Taught new employees about the company's operations, policies, and services.
Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
Looked into and resolved issues with accounting, service, and delivery.
Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
Provided clients with basic technical support for a variety of category company products.
Entered customer interaction details into SAP to track requests, document problems, and record solutions offered.

Summaries

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.
Hardworking Provider Services Representative with 10 years of telecommuting experience meeting customer needs.
Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 11 years.
Under duress, personable and professional.
Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
Within Miscellaneous, senior Provider Services Representative and outstanding performer in risk assessment and performance reporting.
Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.

Accomplishments

Reduced contract initiation time by 12 hours by streamlining the provider agreement process.
Assessed healthcare contracts for compliance with regulatory standards, reducing audit findings by 36% in 2019.
Trained 15 new provider representatives on escalation management procedures, improving response time by 48%.
Produced detailed monthly reports for leadership reviewing provider service metrics, driving improvements in response time by 26%.
Monitored and adjusted provider service workflows, reducing issue escalation by 56% and enhancing contract compliance.
Improved provider engagement through targeted outreach programs, resulting in a 42% reduction in churn rate.
Used Microsoft Excel to develop inventory tracking spreadsheets.
Led a cross-functional team to optimize provider support processes, reducing ticket resolution time by 84%.
Spearheaded the integration of metric to improve provider service delivery, resulting in improved KPIs for response time and issue closure.
Reduced legal exposure by resolving 14% of high-risk provider disputes before escalation to legal departments.

Affiliations

American Marketing Association
Healthcare Financial Management Association (HFMA)
Certified Revenue Cycle Representative (CRCR) from HFMA
Industry Certified in Health Services Administration
Society of Women Engineers
Certified Professional in Healthcare Quality (CPHQ)
Association for Healthcare Customer Service Professionals (AHCSP)
Association for Healthcare Administrative Professionals (AHCAP)
American Association of Provider Representatives (AAPR)
America's Health Insurance Plans (AHIP)

Certifications

CompTIA A+ Technician
Provider Data Management Certificate by AAPC
Cisco Certified Network Associate (CCNA)
First Aid/CPR Certified
Medical Insurance Claims Certification by Cedar Works
Certified Healthcare Administrative Professional (cHAP) by Cedar Works
Accredited Customer Experience Professional (ACXP)
Cisco Certified Internetwork Expert (CCIE)
SHRM Senior Certified Professional (SHRM-SCP)
Certified Business Analysis Professional (CBAP)

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