Customer Service, Supervisor, Team Lead, Senior Rep, Customer Retentio

Danielle

Hightower

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

Danielle Hightower

**** ***** ***** **.

Apt. 22

Irving, TX 75060

972-***-**** Cell

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Objective

My goal is to continue my career in the medical

records/healthcare support industry. I am seeking an opportunity within a progressive establishment where career growth and advancement are possible.

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Experience

Ciox Health/ Client Service Supervisor

June 2017 - January 2019 (Layoff Jan 8,2019), Irving, TX Continuously oversee and train between six and twelve associates in the processing and fulfillment of medical records requests for approximately 15 major hospitals. Oversee a team focused on requests for continuity of care. This position requires close attention to detail and efficiency in ensuring the lot of my associates remain on the same page, concerning training and processes, which might change at any given time. As such, this position requires building and maintaining close rapport with my team. I monitor all agent phone activity and adjust workforce daily, to maintain consistent coverage and low abandon rates. I am responsible for all team escalations. This is a duty which is not limited, simply, to resolution of the issue. This also includes training and development when opportunities exist for the associate escalating. In addition to the aforementioned duties, I also remain active as a fellow associate and processor. I work alongside my team to complete requests and provide outstanding customer service through walkin, mail and telephone contact with customers.

Ciox Health / Senior Client Service Rep

October 2016 - May 2017, Irving, TX

Responsibilities include processing and fulfillment of medical records requests through contract for HCA hospitals. Responsible for maintaining daily productivity standards and strict turnaround times

(TATs) as dictated by company guidelines. Focused on customer service in a small call center environment. Details and accuracy are of the utmost importance. This position has strict emphasis on security and adherence to HIPAA regulations as related to release of protected health information (PHI).

Second Image National / Client Service Rep - Records Retrieval August 2015 - October 2016, Dallas, TX

An outbound call center representative “putting the pieces together” for subpoenas for any of the following: medical records, employment, payroll, workers compensation, mental health, physical therapy, dental records, etc. I worked on a one-on-one basis with medical facilities, educational facilities, direct companies, and so on.This position required an ability to develop a relationship with these companies in order to ensure a more expedited process of obtaining and providing records under specific time constraints for legal proceedings. This required firm, but professional manner and follow through.

ADP, Inc. / Senior Client Service Rep

November 2009 - December 2014, Dallas, TX

Duties identical to that of a CSR (below). In addition, volunteered to assist the Teledata department with loading KIT kalls daily, for the outbound dialer effort. Shared knowledge and acted as a “go to” leader for my less tenured teammates. Received award three consecutive quarters for client retention. Was one of the fastest promoted TDR to CSR to RUN CSR reps in my region.

RUN CSR - Responsible for RUN Client Service (ADP’s newest web-based application for payroll and tax filing). Answered calls from clients related, but not limited to: payroll, payroll corrections, tax issues, adding/removing tax jurisdictions, w2 preparation/correction. There was a huge company emphasis on first call resolution and follow up. I interacted with banking, tax, and other departments to research and resolve client issues. Dealt with irate clients and displayed proficiency in de-escalating and retaining clients who expressed a desire to terminate their accounts.

Teledata Rep - Responsible for processing payroll in an AS400 environment and light client service. Interacted with clients and maintained a consistent level of customer service on a daily basis. Handles follow-ups with clients and utilized available resources to ensure client satisfaction and resolution. Proficient in both RUN (web-based platform) and EasyPay (AS400)

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Skills/Awards

● Received award three consecutive quarters for client retention at ADP

● The above mentioned had to be created just for me, since this had not been done before by a non retention team associate

● Was one of the two fasted promoted TDR to CSR to RUN CSRs at ADP within my region (less than 1 year)

● Was promoted to supervisor at Ciox Health within 8 months of having been hired as a Senior CSR

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