Customer Service High School
Resume:
Suzann Koehler
Email: ********@***************.***
Address:
City: Costa Mesa
State: CA
Zip: 92627
Country: USA
Phone: 925-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
Educational Background:
High School Dipolma from Livermore High School, Livermore CA 1/2001 to 6/1990 (general)
Job History / Details:
Summary
Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
Highlights
Strong problem solving ability
Conflict resolution proficiency
High customer service standards
Dedicated to process improvement
Troubleshooting skills
Accomplishments
Managed call flow with up to 170 calls in queue per minute.
Customer Assistance
Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Customer Service
Researched, calmed and rapidly resolved patient conflicts to prevent patients from leaving Kaiser and selecting new health care provider during open enrollment.
Database Maintenance
Assisted in the managing of the company database and verified, edited and modified members' information.
Quality Assurance
Ensured and enforced medical office compliance with HIPAA, OSHA and CLIA regulations for maximum quality and control.
Multitasking
Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment.
Customer Service
Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
Administration
Performed administration tasks such as filing, developing spreadsheets, faxing reports, photocopying collateral and scanning documents for inter-departmental use.
Experience
August 1999 to September 2012
Kaiser Permanente Livermore, CA
Pharmacy Call Center Clerk
Answered an average of 150 calls per day by addressing customer inquiries, solving problems and processing prescriptions for local and mail-order pharmacies. Provided accurate and appropriate information in response to customer inquiries.Politely assisted customers in person and via telephone. Trained staff on how to improve customer interactions. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Audited new customer files to verify medical necessity and satisfaction of coverage criteria. Conducted patient billing of prescription drugs including OTC, Prescription and Triplicate (controlled substance) drugs. Increased customer loyalty through follow-up phone calls.
Education
1990 Livermore, CA
High School Diploma
Contact this candidate