Customer Service Representative

Cathy Smith

Missouri City, TX · 512-***-**** · *************@*****.***

OBJECTIVE

To secure a position in a customer service environment that will allow me to use over ten years of experience to help make vital contributions to an organization’s success while gaining professional growth opportunities appropriate for my training and knowledge.

EDUCATION

University of Phoenix, Phoenix, AZ

Associate of Arts in Psychology, Graduated September 2010

EXPERIENCE

UT PHYSICIANS, HOUSTON, TX

Patient Access Representative July 2016- Current

Triage callers appropriately and efficiently to provide requested information properly in regard to clinic location, services and physicians on staff

Utilizes medical screening and acceptance to schedule appointments and obtain proper demographics from patient in regard to insurance and billing information

Communicate and advise the need for referrals, authorizations, and pre-certifications to the patient.

Provides complete and accurate information to the patient in regard to their financial responsibility and offers financial counseling

Demonstrates the ability to support the organizational mission and produces exceptional customer experience results in access and phone service measures

DISH LLC, ALVIN, TX

On the Job Trainer/Team Lead June 2013 – May, 2016

Provide hands on experience in developing new hire agents as well as practicing role playing and mock calls with trainees in groups of 1-3

Essential in ensuring that new hire agents have complete understanding of proper call handling and able to effectively assist customers

Customer focus - Meeting the expectations and requirements of internal and external customers

Practice attentive and active listening with patience and accurate restating of the opinions of others even when disagreed perspectives

Advanced Technical /Helpdesk Support January 2010 – May 2013

Support in training customer service/technical support settings

Assist with the setup of customer’s equipment utilizing over the phone troubleshooting techniques

Utilize tools and technical knowledge to resolve customer’s issues

Assist agents in a supervisory role with escalated issues

Customer Service Representative October 2007 – January 2010

Provide answers to billing questions and obtaining payments

First point of contact to provide education about products, services, features and prices

Provide customer with one call resolutions while following company business rules

Assist with instituting effective relationships with customers and gain their trust and respect

SPECIAL TEXAS HOMES, HOUSTON, TX

Certified Nurse Aide May 2004 – October 2007

Provide basic care to patients as well as assist them in daily activities they may have trouble performing on their own

WEST AT HOME TELEMARKETING, OMAHA, NE

Customer Service Representative May 2005 – May 2006

Answer telephone calls from potential customers who have solicited through advertisements

Obtain customers’ information and payment method and enter orders into computer

Explain products, services, prices, and answer questions from customers

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