Experienced Customer Service and Quality Service Supervisor with exceptional skills in time management, leadership, and service coordination. Facilitation Training Specialist Microsoft Office Suite (Word, Excel, Powerpoint) and HCSIS. Technically proficient with Windows 98, ME, and XP, Trained and proficient in ICD-9 codes. CPR certified. ACT 33 and 34 Clearances.
Customer Service Specialist12/2013 to 03/2016 Company NameCity, State
Deliver excellent customer service in a fast-paced environment using state-of-the-art computer systems.
Provide timely solutions to customer inquiries and service request in a professional, courteous, accurate and effective manner.
Answering customer calls during outage and emergency situations that may occur during and beyond normal business hours.
Support financial excellence through negotiating payment plans, processing payments and selling value added products and services to customers.
Data entry and processing work requests while meeting adherence, quality assurance, and average handle time quotas and guidelines.
Processing mail, and executing changes per correspondence via mail, or intracompany.
Web support assistance with billing, payments, or special email requests for residential and some commercial accounts while providing customer service.
Information and Referral Specialist02/2013 to 08/2013 Company NameCity, State
Responsible for providing families with important information regarding incarcerated family members by responding to their comments, concerns, and problems in a confidential manner.
Answered calls regarding institutional status, jail location and identification, bond and court information pertaining to inmates.
Processed referrals to family members of incarcerated inmates that might enhance, and or enrich their lives while separated one from another Arranged services and/or disseminated information about services to patients and/or families (i.e.homeless shelters, family life balance programs, N/A, ATC, and drug programs, abuse shelters, DSS).
Data log entry of all contacts.
Data entry ICD-9 Codes.
Scheduled appointments and visits.
Service Coordinator08/2011 to 03/2013 Company NameCity, State
Responsible for coordinating and organizing services for HCBS Waiver Program-Medicaid Home and Community Based-Service eligible consumers Acted on patients' behalf in response to their comments, concerns, and problems in a confidential manner.
Reports Report patients' health and medical history.
Consulted with consumers regarding their medical needs as well as personal care needs Developed and submitted a budget of personal care hours, service coordination hours, and other services established by state waiver programs Arranged services and/or disseminated information about services to patients and/or families (i.e.homeless shelters, ATC programs, abuse shelters, DSS).
Generated written responses in regards to comments, suggestions, and/or complaints by patients and families including requests for state approval, denials, and delays.
Data entry of ICD-9 health codes and conditions along with prescribed medications; verified all patient demographic information, physician information, and case specific data.
Assisted with nursing home transitioning and coordination of independent living services for nursing home transition patients.
Performed annual evaluations of state compliance and requirements.
Scheduled appointments and visits.
Supervisor05/2000 to 11/2010 Company NameCity, State
Responsible for training sales consultants on new procedures.
Answered sales consultant hotline for complex customer service issues.
Communicated with various back office departments and supervisors on behalf of the sales consultants to resolve customer service issues.
Worked as a liaison between department heads and team leads to coordinate work development programs to increase office uniformity and departmental success.
Answered and handled calls escalated calls.
Retained customers using special promotional offers, and overcoming objections while restoring the confidence of the consumers in our company and products.
Identified negative or positive customer service trends.
Provided coaching and mentoring to the sales staff on new company sales, compliance policies and procedures, as well as software updates.
Sold products and services.
Processed payments and reviewed billing.
Exceeded company sales quota.
Timed accurate data entry.
Scheduled appointments, and visits.
Associate of Arts2016Wake Technical Community CollegeCity, State, USA
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Wake Technical Community College
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Associate of Arts 2016
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