Customer Service Manager

Gladys Danner

**** * ****** ***** *****

Tucson, AZ 85737

Cellular 520-***-****

************@*****.***

SUMMARY

I am bilingual and able to multi-task independently. I am a conscientious and dependable profressional motivated with

experience in Medical Records Department, customer service, office manager, and case manager assistant. I am looking

for a position in any of these fields. I have effective communication skills and interact well with others. I am a strong team

player who effectively implements new procedures into work routines. I am able to perform all my job duties independent

of supervision.

WORK HISTORY

2005 - Present Medical Records HIMS, Healthsouth Rehabilitation Hospital, Tucson, AZ .

I maintain medical records and storage and retrieval systems, assemble and review charts

for completeness. I do demographic and patient measurement data entry. Audit monthly

and quarterly medical records. In addition to my many responsibilites in medical records I

am assisting with care management for our patients. This includes faxing and copying

patient information for the patient,facilities and insurance companies.

2003 - 2005 Data Entry Processor, First Health, Tucson, AZ .

As a data entry processor my responsibilities were to review source documents and enter

them into the computer using keyboard and scanning device. I also reviewed and corrected

any incorrect data entered in the computer. Re-entered the information in verification format

to detect errors. Selected materials needed to complete work assignment.

2001 - 2003 Customer Service Representative, Telerx, Allentown Pa.

Communicated information clearly and accurately in Spanish or English with customers

daily while maintaining a cheerful and helpful attitude. I assisted customers with inquiries

and provided all pertinent information. I was awarded Customer Service Associate of the

month every month. Analyzed problems and anticipated customers' needs. Successfully

pacified hostile or antagonistic callers and negotiated a mutually agreeable solution by

patiently providing alternatives to reconcile the customer's needs with the company's

objectives. Responded to inbound service calls in a fast-paced, high-volume call center.

1997 - 2000 Customer Service/ Bill Review, Allied Temp Service, Allentown Pa.

Committed to the assistance and support of others while maintaining a cheerful and helpful

attitude. Assisted customers with inquiries and provided all pertinent information.

Researched accounts, answered questions, and worked with new customers. Responded to

inbound service calls in a fast-paced, high-volume call center. Dealt tactfully and effectively

with difficult customers. Maintained positive customer relationships. Filed all

correspondence and invoice orders. Presented a cheerful and helpful manner with customers

and colleagues. Processed all general customer service requests. Solved customer problems

and assured satisfaction. Provided effective customer service by assisting clients with claims

and answering questions.

EDUCATION

1978 Secretarial Science, Lehigh Valley Community College, Schecksville, Pa

1975 H.S. Diploma, Central Catholic High School, Allentown, Pa

References available on request

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