Customer Service Sales

LISA CHILDERS - STEVENS

Email: abo5vb@r.postjobfree.com

Address:

City: Glassport

State: PA

Zip: 15045

Country: USA

Phone: 904-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Seasoned and versatile professional with 15 years experience working in fast paced, highly demanding, Customer-service focused environments providing outstanding face to face and telephone based client-focused care.

Educational Background:

High School Dipolma from Westmoreland County Community College, Youngwood PA 1/2001 to 5/1994 (applied science)

High School Dipolma from Additional Training, Youngwood PA 1/2001 to 10/2012

Job History / Details:

Career Overview

Seasoned, diversified, professional with versatile background providing outstanding, face to face, telephone based, customer-focused care in a variety of fast paced, highly demanding, environments.

Core Strengths

Strong organizational, multi-tasking, prioritizing skills

Superior oral, written communication abilities

Excellent active listening skills

Ability to establish rapport, build productive internal/external relationships

Sharp, creative problem solver

Strong critical thinking abilities

Exceptional at conflict resolution, client/customer retention

Adaptive team player

Expert Medical terminology knowledge

Extensive background in medical field

Behavioral Health experience

Insurance verification, authorizations

ICD-9 Coding basics

Supervisory and administrative experience

Able to perform effectively, efficiently with minimal direction, supervision

Can accurately follow complex processes, procedures

Multi-line phone usage

Internet research

Typing and data entry

MS Windows, Outlook, Excel, Office Suite proficient

Superior reading, comprehension aptitude

Filing

Proficient use of office equipment computers, copiers, fax, intercom, paging systems

Increased technical aptitude

Sales experience with proved sales ability

Proved leadership abilities

Familiar with Medicare and most major insurances

Knowledge of PA State 6400 regulations

Accomplishments

Customer Relation

Commended by supervisors, managers, co-workers for ability to manage competing priorities with ease, while fostering delivery of superior face to face complex client care in fast paced, hi-tech environments.

Consistently mentioned on client satisfaction surveys, wide recognition by co-workers, supervisors, managers as exceptional care giver, client advocate.

Received frequent expressions of gratitude from clients, their family members for courteous demeanor, initiative .

Conflict Resolution

Created simple policy to address specific, continually recurring, previous, unresolved complaint by long time, valued client resulting in resolution, client retention, expressed gratitude.

Increased customer retention, ensured continued client loyalty by listening attentively, utilizing tact, diplomacy, strategic problem solving.

Telephone skills

Professionally processed a high volume of calls utilizing computerized switchboard and detailed information screens to provide requested information, record caller demographics, messages, follow proper client notification procedures, accurately relate back messages to appropriate clients, sales.

Sales

Developed program successful in increasing company revenue, by utilizing variety of marketing techniques, offering replacement supplies to existing customers, enabling employer to open separate call center to handle the volume of replacement supply sales customer service calls.

Met, exceeded daily sales quotas generating 300 calls per day on both new recycled leads for travel discount program.

Networking

Effectively, efficiently liaised with peers, interdisciplinary team members to share complex information, write policy, provide positive outcomes for clients.

Chosen to mentor, train newly hired staff.

Consistently referred to as exceptional resource person by new staff, peers. Became go-to person for clarification of processes, procedures.

Work Experience

10/13/2012 12:00:00 AM

QualiCare Home Medical North Huntington, PA

Customer Service Representative

2007-2008

Handled customer inquires, complaints, billing, service requests, processed referrals with unwavering commitment to provide customer service excellence.

Ensured superior customer experience by: courteously greeting customers entering store or phoning in to ascertain customer needs; providing prompt service; addressing customer concerns; resolving issues; politely re-directing to appropriate persons/department when necessary.

Calmed angry callers, repaired trust, located resources for problem resolution, designed best option solutions for customer retention.

Interfaced daily with internal/external partners such as; clinicians/therapists, billing department, warehouse techs/drivers, office managers, administrators, doctors, clinics, labs, insurance carriers, other vendors to: handled daily heavy flow of paperwork; obtain referrals for equipment/services; schedule clinical visits; share information; verify insurance; obtain authorization for services; complete CMN's; ensure quality customer care, continuing client satisfaction.

Maintained up to date knowledge of Medicare, major insurance carriers' policies, procedures, paperwork/forms for submittal processes. Completed submissions accurately, in timely manner to ensure payment, prevent denials.

Contacted referred customers to: obtain demographic, insurance, medical history, additional necessary information; complete new orders for services; resolve product/policy issues, follow-up after clinical visits; share benefits of new technology; generate new sales.

Maintained technical knowledge of all equipment to: correctly set up equipment, instruct customers on use; accurately walk through troubleshooting procedures via telephone to resolve technical issues, determine need for/schedule service calls.

Developed replacement supply sales program, successfully generating new revenue for company.

Performed general office duties: copying; faxing; emailing; filing; sorting mail; utilizing postage machine; light housekeeping; any tasks assigned to by management.

Shared in rotation of 24/7 on call duties carrying after hours pager.

Trusted Key holder, opening and closing office daily, accessing equipment when on call.

Dispatched calls to warehouse/delivery personnel to coordinate deliveries.

10/13/2012 12:00:00 AM

American Red Cross Great Lakes Division

Collections

s

Specialist

2005-2005

Demonstrated excellence in customer service and public relations, promoted positive professional image of the American Red Cross Biomedical Services to public throughout all phases of blood donation process during blood drives.

Maintained knowledge of, complied with: all applicable Red Cross philosophies, structures, policies, procedures; Federal, State, local regulations, guidelines, to provide donor care to individuals before, during, after collection of blood products, ensuring that collected blood products were safe for transfusion, donor had optimum experience.

Assembled, maintained supplies/equipment ensuring state of readiness.

Completed extensive specialized training, demonstrated competency in ability to follow complex processes to perform each job function during a drive including: drive equipment set up; donor greeting; donor interviewing, health screening; collection set labeling; processing, packing blood; pre-collection donor care; phlebotomy; post-collection care; donor reaction care.

Utilized exceptional communication skills to: conduct interviews; collect health histories; connect with potential donors; determine donor eligibility; recruit donors for future donations, while entering all data into computer system.

10/13/2012 12:00:00 AM

Mercy Behavioral Health Pittsburgh, PA

Consultant Liaison

2000-2001

Acted as a consultant liaison coordinating, managing the health care needs of 160 individuals living in 16 area community group home settings. Assisted in development of essential role, functions, duties of position.

Researched medical, mental health records to create written Lifetime Medical Histories for all program clients.

Chairperson of the Medication Error Review Committee, member of the Incident Report, Behavioral Management Safety Review Committees: Met monthly with interdisciplinary team to: examine, review reports; identify, analyze factors contributing to incidents; use creative collaboration to effect corrective measures, write behavioral plans, create/rewrite/amend policies to prevent further recurrence in adherence to all governing laws, regulations.

Provided monthly/annual trainings/in-services to newly hired, existing direct care staff on: medication administration safety; bloodborn pathogens; infection control practices/universal precautions.

Ensured program wide compliance with 6400 state regulations.

Communicated effectively with all internal, external partners to coordinate client care.

Taught several classes through CCAC to direct care workers, other interested individuals on "sexuality among persons with developmental disabilities and related behaviors".

Maintained privacy/strict confidentiality of highly protected information including; social service, health, mental health, addiction records.

Non-violent Crisis Prevention/Intervention Certified: identified escalating behaviors, language, body language; used therapeutic communication/other techniques to de-escalate individuals; prevented potentially dangerous, volatile individuals from causing harm to themselves or others.

Preformed real time incident/accident evaluation to; administer first aide, recommend treatment, send for emergency care.

Completed all required documentation accurately/completely in compliance with State 6400, other governing regulations.

Maintained up to date knowledge of all governing regulations, policies through internal/external in-services/seminars.

10/13/2012 12:00:00 AM

ITS Telemarketing North Huntington, PA

Call Center Operator / CSR

1990-1991

Maintained friendly, professional customer interactions at all times in high volume, fast paced outbound call center offering travel discount program to leads randomly generated by computer software system. Delivered prepared sales talks, reading from scripts that described products and services, in order to persuade potential customers to purchase,products/services.

Consistently met, exceeded established quotas.

Demonstrated mastery of customer service call script within specified time-frames, Accurately addressed customer inquires.

Effectively, persuasively overcame objections in calm, convincing manner.

Calmly, courteously, patiently addressed negative customer feedback. Effectively diffused volatile customer situations.

Communicated with all call center departments clearly, professionally.

10/13/2012 12:00:00 AM

AnswerPhone Inc Irwin, PA

Call Center / Answering Service Operator

1989-1990

Effectively managed high volume of inbound, outbound calls as live operator providing 24/7, customizable, high-tech, messaging and communication options for area businesses, physicians, other medical offices, clients.

Courteously greeted callers following highly detailed, client specific information windows to: relate relevant information; schedule appointments; accurately record information/messages; initiate procedures for message/call notification; efficiently, accurately retrieve, relate messages/information to clients.

Politely placed callers in computerized switchboard queuing system during peak call traffic times, screening for emergency calls.

Proficiently used available technology; computers, switchboards, pagers, radios, call patching. Capable of incorporating new technology email, texting, instant messaging, social networking.

Maintained accurate logs, records.

Calmly, quickly and efficiently handle emergency calls.

Educational Background

Westmoreland County Community College Youngwood, PA

Associate of Science

Additional Training,

Customer Service Excellence

Cultural Sensitivity

HIPPA Regulations

Preceptor and Mentoring

OSHA and Bloodborn Pathogens

Advanced Cardiac Life Support certified

Adult and Pediatric Basic Cardiac and Life Support

Non-Violent Crisis Intervention and Prevention

Fire Safety and Disaster Preparedness

Contact this candidate