Project Manager of Customer Experience Resume Example

• Promoted
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Assisted customers with setting appointments, shipping and special order requests, and arranging freight pick-up at other locations.
• Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
• Consulted with outside parties to resolve discrepancies and create effective solutions.
• Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
• Entered customer interaction details in Total Show Site (TSS) to track requests, document problems and record solutions offered.
• Cultivated customer loyalty, promoted repeat customers and improved sales.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Boosted sales revenue by skillfully promoting diverse Exhibitor Sales and shipping options.
• Responded to customer requests for products, services and company information.
• Recommended freight shipping and booth upgrades to customers, thoroughly explaining details.

• Freeman Company – SR Service Representative – Exhibitor Services in Las Vegas, NV 9/2019 (promoted)

• Freeman Company – Service Representative – Exhibitor Services in Las Vegas, NV 9/2018 (promoted)

• Freeman Company – Service Representative P/T – Exhibitor Services in Las Vegas, NV 9/2016-2/2017

· Exhibitor Experience Representative in Tradeshow and Event Services including day-to-day operations in the office and show site, including but not limited to TSS, Microsoft Office (Word, Excel, PowerPoint), copying, faxing, filing and file upkeep, data entry, answering phones (call center), billing, auditing, collections, leading small corporate events and large facility tradeshows like SEMA and World of Concrete.

• Promoted
• Processed and entered all customer information into database and provided proactive customer service for all accounts.
• Coordinated dispatching of 64 drivers and multiple vendors to accomplish daily pick-up and delivery requirements while following OSHA and HIPPA guidelines.
• Maintained department procedures manual detailing processing requirements for each individual account.
• Generated all documentation and information required for all driver manifests and logistics reports
• Reported customer feedback to management, including any signs of customer dissatisfaction.
• Worked with vendors to schedule route coverage and training.
• Collaborated with sales, warehouse, and other lab departments department staff to facilitate smooth pick-up and delivery if specimens in a timely manner.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Successfully maintain clean, valid driver's license and access to reliable transportation.
• Developed and maintained courteous and effective working relationships.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Conducted research, gathered information from multiple sources and presented results.
• Developed team communications and information for meetings.
• Drove operational improvements which resulted in savings and improved profit margins.
• Prepared a variety of different written communications, reports and documents to ensure smooth operations.
• Used coordination and planning skills to achieve results according to schedule.
• Maintained energy and enthusiasm in fast-paced environment.
• Picked up medical specimens from medical facilities and delivered to the laboratory for testing.
• Communicated route progress to Supervisor, noting traffic and construction issues to avoid delays for critical deliveries.
• Properly documented all specimens received using UPS RoadNet along with a manual manifest.
• Handled receipt, storage, identification and delivery of room temp, refrigerated, and frozen specimens for numerous routes.
• Developed strong sense of most efficient routes to avoid traffic and construction on local roads and highways.
• Established lasting relationships with customers by being on time, interacting professionally, and responding promptly to questions.
• Inspected vehicle prior to route, checking for proper stowage of specimens.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.

· Laboratory Corporation of America - Logistics Operations Coordinator (RoadNet) - Sr. Service Rep - Team Lead for LabCorp, Dallas, TX 2007 – 1/2016 (promoted)

o (promoted)

o Medical Courier and Team Lead of a team of 9 drivers without direct supervision in the Tarrant and Johnson County area. Ensured reports were distributed to the proper route for each driver daily and followed HIPPA regulations, filled medical supply orders for multiple doctors and hospitals for these 9 routes, trained and conducted ride along reports to supervisors, picked up medical specimens for STAT and routine testing, maintained manifest and phone log for routes and STAT pick-ups, maintained vehicle service logs, assisted other departments as needed for on-time testing.

o Laboratory Corporation of America - Logistics Senior Service Representative - Team Lead for LabCorp, Fort Worth, TX 2004-2007 (promoted)

o Laboratory Corporation of America - Service Representative - Courier for LabCorp, Fort Worth, TX 9/2001 - 2004 (promoted)

• Maintained current and accurate medical records.
• Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
• Completed and filed financial documentation for accounting purposes.
• Organized paperwork such as charts and reports for office and patient needs.
• Completed skilled administrative work to support all office staff and operational requirements.
• Kept waiting room and patients rooms neat and organized at all times by stacking magazines, removing trash and overseeing daily cleanliness chores.
• Completed clerical duties and tasks for clinic administration.
• Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
• Carefully transcribed phone messages and relayed to appropriate personnel.
• Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
• Referred and screened patients to make best use of resources, triage staff and serve community members.
• Provided ample support to team members, providing creative solutions to complex challenges regarding scheduling, conflict resolution and medical care.
• Fielded concerns surrounding patients and care, liaising between physician, patient and insurance company.
• Adhered to strict HIPAA guidelines at all times to protect patient privacy.
• Obtained payments from patients and scanned identification and insurance cards.
• Adeptly managed multi-line phone system and pleasantly greeted all patients.
• Managed office logistics by scheduling appointments, maintaining files and collecting payments.
• Scheduled, rescheduled and handled cancelled appointments for patients.
• Responded to correspondence from insurance companies to verify patient's coverage.
• Checked patient data including insurance, demographic and health history to keep information current.
• Coordinated patient scheduling, check-in, check-out and payments for billing.
• Promptly answered multi-line phone system and greeted callers enthusiastically.
• Filed and retrieved patient records for provider.
• Handled office inventory by ordering new supplies and scheduled equipment services and repairs.
• Restocked each medical room with adequate supply of medications and supplies in preparation for patients.
• Pulled charts and prepared for nurse and doctor assessment.
• Reviewed and sent medical records to other physicians upon request.
• Aided with prescription refill requests.
• Maintained patient databases and updated information in alignment with HIPAA protocols.
• Received, recorded and filed medical payments by check, cash and credit card.