Tatiana Gray

Overhauled the intake process by implementing a digital patient information system, resulting in a 25% reduction in processing time. Conducted thorough patient assessments to determine needs and eligibility for services increasing accuracy and alignment with insurance requirements. Collaborated with the medical staff to expedite appointments and improved patient scheduling, reducing wait times by 30%.

Intake Coordinator - Visiting Angels - Austin, TX

(2022-05 - 2023-10)

• Overhauled the intake process by implementing a digital patient information system, resulting in a 25% reduction in processing time.
• Conducted thorough patient assessments to determine needs and eligibility for services increasing accuracy and alignment with insurance requirements.
• Collaborated with the medical staff to expedite appointments and improved patient scheduling, reducing wait times by 30%.
• Entered patient/patient data into the computer accurately and in a timely manner.
• Used automated records systems to access, enter, and edit patient information.
• Relayed information to patients regarding scheduling conflicts or issues.
• Operated a personal computer to access agency software, e-mail, electronic calendars, and other basic office support software.

Customer Service Representative - Global Connection - Copperas Cove, TX

(2020-09 - 2022-05)

• Interacted with customers to solve issues and questions about products, services, and policies
• Maintained a positive and friendly tone with customers at all times.
• Recruited potential customers by recommending goods or services and demonstrated how they benefit the customer personally.
• Established new customer accounts and recorded account information, like phone numbers or addresses.
• Relegated unique customer cases to supervisors or the appropriate department and provided context when necessary.
• Managed large amounts of phone calls, chats, emails, and other communication channels.

Customer Support Specialist - AFNI - Opelika, AL

(2009-07 - 2020-09)

• Provided excellent customer service, resolving an average of 30 inquiries per day via phone and email.
• Assisted customers in troubleshooting technical issues, resulting in a 20% decrease in escalations to the technical support team.
• Collaborated with cross-functional teams to implement a new customer feedback system, leading to a 15% increase in customer satisfaction ratings.
• Resolved account delinquencies 20% faster than company average while maintaining better-than-average company loyalty scores.
• Gathered customer feedback and suggestions, leading to the implementation of three new product features.
• Received recognition for achieving a 98% customer satisfaction rating for three consecutive quarters.
• Contributed to a team initiative that reduced response time for email inquiries, enhancing overall customer experience.

High School Diploma - El Camino High School Woodland Hills, CA

Childhood Development Association Certification - Childhood Development - Waldorf's Early Childhood Associate Program Columbus, GA