Call Center Agent resume example

Responsible for monitoring and distributing all incoming calls that the company receives, as well as providing exceptional service and assistance.

· Supervised and the main point of contact for phlebotomy services:

o scheduled and recorded appointment dates

o Sent out draw kits

o Followed up with patients and/or phlebotomists

· Assisted the clinical and laboratory team in providing ETAs, lab updates and other communications to physicians and/or patients

· Partnered with the billing department in providing company CPT Codes, institutional and cash pricing and out-of-pocket costs

· Proactively managed client correspondence and recorded all tracking and communications.

· Followed up, daily with physician offices to assist with problematic/ delayed orders

· Resolved all issues efficiently and enhanced customer satisfaction

· Faxed, mailed and emailed patient reports to HIPPA authorized personnel

· Set up both new physicians into existing accounts, as well as new organizations into the system

· Filtered and forwarded calls to the correct department/ personnel

Collaborated with the Sales and Accounting Department in managing current member's accounts.

• Responsible for setting up billing on member's account.
• Arranged downgrades, upgrades, freezes, cancellations, prorates, retro- downgrades, retro-freezes, credit, and refunds.
• Updated credit card/payment information and ran payments. Sent monthly statements.
• Looked to assist and resolve any comments or complaints from members. Deal tactfully and effectively with difficult customers.
• Responsible for logging monthly cancellations and rescinds in Excel. Order monthly promotional gifts and office supplies.
• Assisted and prepared Sales Team for events. Managed and kept track of budget for donations.
• Requested marketing supplies

Worked as a team lead and assisted with management in generating sales through customer service.

• Responsible for up-selling and hitting sales goals.
• Specialized in customer service; having one on one connection with customer.
• Spearheaded and supervised sales associates and cashiers.
• Memorized all products on sales floor and had product knowledge of each item.
• Boosted credit card sales and reward points. Developed ideas for improving sales.
• Acted as a role model and mentor for new trainees engaged in on-the-job training.
• Maintained and encouraged customer loyalty through the courteous and efficient resolution of disputes, complaints, and discrepancies.