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.
