LiveCareer-Resume
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary

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 College Centralia, IL Expected in 02/2002 GED : - GPA :
University of Phoenix Tempe, AZ Expected in Bachelor 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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Resume Overview

School Attended

  • Kaskaskia College
  • University of Phoenix

Job Titles Held:

  • Counselor
  • Patient Support Specialist
  • Customer Service Manager

Degrees

  • GED
  • Bachelor of Science

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