Hardworking administrative professional offering excellent people skills, organized file management, and a deep understanding of customer protections. Enhances office operations by proactively addressing customer needs. Proficient in electronic record keeping and insurance documentation.
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• Managed call center operations, providing exceptional customer service and addressing inquiries with professionalism.
• Trained and supported new team members, ensuring accurate navigational duties and maintaining high performance standards.
• Greeted visitors, offering assistance and engagement to ensure a positive experience.
• Acted as a liaison to promote hygiene and preventive practices, and distributed COVID-19 information to increase awareness.
• Communicated COVID-19 screening procedures to staff and visitors, maintaining calmness even in high-stress situations.
• Provided fast, friendly, and knowledgeable service, resolving routine inquiries and service complaints.
• Managed customer expectations, recommended products and services, and documented interactions in CRM system.
• Consistently met or exceeded call speed, accuracy, and volume benchmarks.
• Demonstrated strong call control and efficient problem-solving skills while addressing customer concerns.
• Conducted audits of customer account information, identifying issues and implementing effective solutions.
• Trained and evaluated team members, ensuring high levels of readiness and performance.
• Facilitated patient draws, orders, and specimen collection while solving problems to maintain operational efficiency.
• Followed standardized processes to collect and prepare nasal-pharyngeal samples for COVID-19 PCR testing.
• Administered rapid COVID-19 tests using proper swabbing techniques and recorded control values for result validity.
– Demonstrated exceptional customer service skills by handling a high volume of inbound calls, addressing customer inquiries, and resolving issues effectively.
– Assisted in the development of call scripts, FAQs, and reference materials to support call center agents in delivering accurate and consistent information.
– Served as a mentor to new agents, providing coaching and guidance to improve call handling techniques and customer interactions.