Motivated Customer Service Manager focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee and company objectives. Extensive knowledge of HIPAA and medical office functions and processes. Energetic and loyal candidate seeking long term remote position.
Skills
Conflict resolution techniques
Client relations and retention
Meticulous attention to detail
Skilled multi-tasker
Focused on customer satisfaction
Deadline-oriented
Account management
Training programs
Workforce Management
Superior computer skills
Customer Service
Call Center Operations
Solution-focused counseling
Community resources specialist
Peer Counseling
Crisis intervention
Substance Abuse Counseling
Crisis Intervention Techniques
Medicaid familiarity
Interventions
Office administration
HIPAA
Specialized training in grief counseling
Exceptional problem solver
Knowledge of the ins and outs of Child Protective Services (CPS)
Patient interviewing skills
Recording histories
Medical filing
Routing lab results
Appointment confirmation
Medical billing
Scheduling appointments
Typing 87 WPM
Conflict resolution
Time management
Decision-making
Leadership
Critical thinking
Education and Training
Kaskaskia CollegeCentralia, ILExpected in 02/2002 ā āGED: - GPA:
University of PhoenixTempe, AZExpected in ā āBachelor of Science:Human Services - GPA:
Experience
Rockingham County, N.C. - Counselor Rockingham, NC, 11/2020 - Current
Provided counseling for relapse prevention, social issues and mental health problems.
Referred clients to other programs and community agencies to enhance treatment processes.
Recorded comprehensive patient histories and coordinated treatment plans with multi-disciplinary team members.
Gathered information from families and social services agencies to inform development of treatment plans.
Adhered to federal and state documentation mandates regarding records and file management.
Maintained confidentiality through stringent handling of charts and data.
3M Companies - Patient Support Specialist San Leandro, CA, 10/2005 - 02/2010
Reviewed patient data and researched to fill in missing insurance and physician information.
Advocated for patient needs with interdisciplinary team and implemented outlined treatment plans.
Applied general knowledge, front-desk administration skills and clinical skills to patients in institution treatment, improving response to issues by 86%.
Resolved disputes by contacting insurance companies on behalf of patients.
Answered multi-line phone system and accurately routed calls to correct individuals.
Handled all incoming phone calls and scheduled appointments.
Materion - Customer Service Manager Albuquerque, NM, 05/2004 - 09/2009
Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Upheld strict quality control policies and procedures during customer interactions.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Assessed customer account information to determine current issues and potential solutions.
Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.
Enhanced customer service procedures and policies to improve support structures company-wide and boost customer satisfaction.
Evaluated quality of representatives' phone calls and provided feedback to management.
Accomplishments
Keynote speaker and Podcast guest host for numerous conferences exploring areas of substance abuse and domestic violence.
Voluntarily created and implemented daily parenting workshops for teen mothers involved in the criminal justice system.
Promoted from Customer Service Representative to Customer Service Manager, in less than 12-months
Consistently maintained high customer satisfaction ratings.
Recognized as Employee of the Month for outstanding performance and team contributions.
Customer Assistance - Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Reduced staff turnover by 42% in one year by implementing several well-received team and morale-building programs.
Led team to achieve Best Regional and National Customer Satisfaction statistics, earning recognition from upper management and financial reward.
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