Notes

bank of America -customer service representative/Fraud dept
2010/11 to 2016/07

Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Demonstrated excellent communication skills in resolving product and consumer complaints
Promoting high customer satisfaction by resolving problems with knowledgeable and friendly service
Duties may include verifying data and verifying that information in the computer system was up-to-date and accurate
De-escalated problematic customer concerns, maintaining a calm, friendly demeanor
Consulted with customers to resolve service and billing issues.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Answered inbound calls, chats, and emails to facilitate customer service
Set up and activated customer accounts
Escalated customer concerns, and issues to help Senior Team resolves customer's matter.
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Patient Access Representative USMD
2019/June-2022 July

Responsible for answering incoming telephone calls, making and scheduling patient appointments in an efficient and timely manner

Book, coordinate and reschedule patients' appointments
•
Relay necessary messages to staff
•
Verify necessary information and record it in the computer
•
Maintain and update current information on physicians' schedules ensuring that patients are scheduled properly
•
Answer telephone, screen calls, take messages, and provide information
•
Schedule office procedures and consultations
•
Answer questions regarding patient appointments and testing
•
Update patient information on all patients
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Participates in all other communal job duties necessary for the functioning of the office
•
Gets along well with others
•
Conducts themselves in a professional and courteous manner at all times with co-workers, patients, physicians, vendors, and others
•
Attend meetings as required
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Patient Care Coordinator- Alliance RX Walgreens Prime Specialty
2017-Oct-2019/July

Provides new and existing patients with the best possible customer
service in relation to their drug
prescriptions, clinical services, patients'
suggestions and complaints. records and
processes orders and/or inquiries received by fax, mail, telephone,
and/or through patient direct contact.
Receives inbound and outbound calls to patients or MD Offices
regarding orders for medications, pharmacy services, and all other
inquires.
Responsible for all prescriptions sent by mail order.
Accurately recorded compounded products and prepared appropriate labels
Contributed to formulary decisions
Worked with licensing professionals to ensure we were following intrastate regulations and reporting transactions properly to each state
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Summary
Dedicated and compassionate healthcare professional with 5 years of experience in providing high-quality patient care. Skilled in performing, Proficient in maintaining accurate patient records, and collaborating with multidisciplinary teams to ensure comprehensive care. Demonstrated ability to communicate effectively with patients and families. Committed to upholding the highest standards of patient safety and confidentiality

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Skills

• Excellent customer service and communication skills
• Knowledge of medical terminology and healthcare procedures
• Ability to handle sensitive and confidential information with professionalism
• Proficient in using healthcare information systems and scheduling software
• Strong organizational and multitasking abilities in a fast-paced environment
• Empathetic and patient-focused approach to customer service
• Ability to prioritize and manage multiple tasks in a fast-paced environment

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Dedicated customer operations professional with over 6 years of experience. Proficient with decoding conversations, identifying customer concerns, and solving customer problems. Excellent written and verbal communication skills while delivering an exceptional customer experience.

Education

Robins Community College,
Bachelor of Arts in Education Graduated Dec 2019
• 3.5 GPA
Skills

• 50 WPM Typing Speed
• Decoding Customer Conversations
• Microsoft Office Suite
• Multi-tasking Competing Requests
• Spot Spelling and Grammar Errors
• Problem Resolution
• Fluency in English
• Excellent Time Management
• Detail-Oriented
• Tech Savvy
Job Experience

Customer Service Representative, Johnson & Son's Furniture Feb 2019 to Apr 2023
Tampa, Florida
A family-owned furniture company that provides commercial and residential furniture.

• Handled customer account billing and transaction inquiries via phone, email, and chat communication
• Provided detailed accounts of customer calls, emails, and chats in Salesforce to document the history of customer interactions
• Resolved an average of 250 inquiries per week exceeding weekly targets by 25%
• Diffused customer issues via phone, email, and chat communication by asking probing questions to identify expressed and unexpressed concerns
• Identified and documented isolated customer experiences and escalated important issues
Customer Operations, Nike Outlet Jun 2016 to Jan 2019
Orlando, Florida
• Independently assisted customers on the sales floor by answering product questions and showing available options
• Worked in a que-based phone setting triaging customer questions about returns, shipping, and available inventory
• Checked shipping addresses, performed packaging quality inspections and completed sales transactions
• Met and exceeded daily sales target 90% of the time and maintained a customer satisfaction score of 98%
• Stayed up to date on new product releases and features to make proper recommendations to customers based on their needs
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