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Customer Service Representative Resume Example

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CUSTOMER SERVICE REPRESENTATIVE
Summary

Cheerful and upbeat professional with history of exceeding customer service expectations. Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions.

Personable, friendly and solution-oriented customer care representative with over 25 years of experience in service and support. Customer-focused team player offering expertise in conflict resolution, time management and sales. Dedicated to customer loyalty and satisfaction.

Diligent customer care offering 25-year record in customer support and strong aptitude for working with little supervision in remote environments. Competent in listening to customer needs, meeting quality standards and staying current on product and service updates. Highly empathetic and supportive team player.

Seasoned customer care representative offering 25 years of related experience combined with proven customer service, communication and conflict mediation skills. Successful at defusing upset, angry customers with calm and level-headed approaches. Team-oriented, resourceful and adaptable to changing demands.

Customer service and sales expert able to identify customer need and deliver solutions to problems.

I'm proficient at flexing and bending with change. Practiced in resolving customer concerns in a professional and calm manner.

Skills
  • Client documentation
  • Case management
  • Compassionate client care
  • Behavior redirection
  • Case management experience
  • Motivation techniques specialist
  • Broad medical terminology knowledge
  • Information documentation
  • Critical thinking proficiency
  • Sound decision-making
  • Extensive ER experience
  • Reporting skills
  • Inpatient and outpatient care
  • Medical assisting specialist
  • Mentoring and coaching
  • ELNEC training (End-Of-Life-Care)
  • Relationship and team building
  • Colostomy care
  • Setting appointments
  • Cultural awareness and sensitivity
  • Colostomy care familiarity
  • Outlook, Microsoft, excel proficiency
Experience
Patient Service Representative
McHenry, ILNorthwestern Hospital/Dec 2019 to Feb 2020
  • Greet visitors and established purpose of visit to complete check-in procedure quickly.
  • Register patients for immediate care using (EPIC) software.
  • Register patients for x-rays using (PARAGON) software.
  • Coordination between patients and healthcare professionals to meet patient needs.
  • Collect and process co-payments for immediate care patients based on individual insurance requirements. Balance at the end of each shift.
  • Check daily doctor schedules and verify insurance on each patient.
  • Utilized customer service skills and detailed system knowledge to support immediate care and hospital procedures.
  • Access patient information through a variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
Caregiver
Schaumburg, ILCare Builders/Jan 2018 to Current
  • Provided basic care for elderly patient, including scheduling appointments and medication reminders
  • Completed general housekeeping work to help clients, including preparing healthy meals and keeping personal areas neat
  • Planned and prepared nutritious meals and snacks to meet client dietary requirements such as diabetic, low sodium and high protein
  • Ambulate patients in personal spaces, across facilities and in public locations with supportive care and attention to personal requirements
  • Helped clients handle all personal needs, from simple cleaning and daily exercise to bathing and personal grooming
  • Transported clients to locations such as medical appointments and group meetings to maintain social connections and meet medical needs
  • Assisted families in planning for meals and shopping for ingredients to meet nutritional plans
  • Assisted disabled individuals to foster independence while still closely monitoring safety at all times
  • Worked to improve patient outlook and daily living through compassionate care
  • Cultivated amiable relationships with over residents, resulting in strong overall patient happiness and emotional well-being
  • Helped client with activities of daily living (ADL), including personal hygiene, feeding, ambulation and household maintenance
  • Delivered high-quality, geriatric care to private client
  • Directed patients in simple prescribed exercises, including passive and active ROM to maintain musculoskeletal functions and increase strength
  • Performed light housekeeping duties such as, making beds, sweeping floors and sanitizing surfaces
  • Transported patients to and from medical, dental and personal care appointments
  • Engaged client in physical and mental activities to sustain quality of life
  • Reported concerns to supervisory to maintain optimal care for all client needs
  • Laundered clothing and bedding and changed linens times per to prevent spread of infection
  • Assisted patients with daily personal hygiene tasks by providing bathing, dressing and grooming
  • Cleaned and sanitized rooms and equipment using aseptic technique to prevent infection and cross-contamination
  • Examined and addressed lacerations, contusions and other physical symptoms in need of further attention
  • Fostered relationship with client, providing companionship and counseling
Customer Service Representative
Lake Zurich, ILFresenius Kabi USA/Sep 2002 to Jul 2019
  • Reviewed account and service histories to identify trends and issues.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Assisted White Glove accounts, with their weekly ordering trends and kept track of any additional needs.
  • Answered between 75 to 150 + inbound calls per day and directed to designated individuals or departments.
  • Maintained revenue streams by exhausting every option before offering refunds.
  • Established long term trusting relationships with customers over the years, that made it possible to build trust, as well as rely on me for critical drugs when the company experienced shortages.
  • Adhered to the core values, customer focus, quality of service, integrity, collaboration, creativity, and passion/commitment.
Direct Support Professional
Arlington Heights, ILClearbrook/Oct 2016 to Nov 2019
  • Documented current patient information to update supervisor, including behaviors and achieving goals
  • Helped clients adjust to routines and thrive in structured environments
  • Supported and encouraged clients to promote health and wellness
  • Worked to improve patient outlook and daily living through compassionate care
  • Transported client to various appointments/school practice and to complete other related errands
  • Maintained clean and well-organized environment to promote client happiness and safety
  • Supervised frequent activities such as homework, dinner, laundry, and maintaining clean environment
Education and Training
GEDLakeview High School Feb 1980Chicago IL
Some College (No Degree): Medical AssistantIllinois Medical TrainingChicago, IL
  • Salutatorian of my class of 350 students
  • Honor Roll 1978
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Resume Overview

Companies Worked For:

  • Northwestern Hospital
  • Care Builders
  • Fresenius Kabi USA
  • Clearbrook

School Attended

  • Lakeview High School
  • Illinois Medical Training

Job Titles Held:

  • Patient Service Representative
  • Caregiver
  • Customer Service Representative
  • Direct Support Professional

Degrees

  • GED
    Some College (No Degree) : Medical Assistant

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