Customer Service Sales

Tiwanda Hardy

* ***** *** *, ***** Springs, GA **350 – 646-***-**** (C) – 770-***-**** (H) ********@***.***

Career Overview

Exceptional Oral, Written and Listening Skills

Creative Problem Solving Skills, Team Oriented, Logical Thinker, Sense of Perspective

Analytical and Adaptable

Core Strengths

Strong organizational skills Adaptive team player

Active listening skills Seasoned in conflict resolution

Energetic work attitude Sharp problem solver

Telephone inquiries specialist Courteous demeanor

Accomplishments

Customer Assistance

Worked with company systems such as Sales Force, Epic and Microsoft Office

diligently completed all assigned tasks, working overtime as needed.

Customer Service

Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Customer Interface

Greeted customers upon entrance and handled all cash and credit transactions.

Assisted customers over the phone regarding operations, product, promotions and orders.

Sales

Consistently generated additional revenue through skilled sales techniques.

Database Maintenance

Assisted in the managing of the company database and verified, edited and modified

members' information.

Work Experience

Randstad Staffing/Grady Hospital August 2013 Present

Medical Scheduler

Atlanta, GA

Collects, confirms patient demographics and insurance information as required, enters

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data accurately into the Epic Scheduling system.

Utilizes Epic computerized scheduling system to set and research appointments..

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Confirms schedule with patients, including time of procedure; communicates and resolves

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any conflict about physician’s daily schedule.

Clearly communicates to patients any instructions related to appointments and or

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procedures.

TRC Staffing/City of Roswell April 2013 – June 2013

Date Entry Clerk

Roswell, GA

Prepared source date for computer entry by compiling and sorting information.

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Processed customer and account source documents by reviewing data for deficiencies;

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resolved discrepancies by using standard procedures or returning incomplete documents

to team leader for resolution.

Entered customers and account data by inputting alphabetic and numeric information on

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keyboard and optical scanner.

Maintained data entry requirements by following data program techniques and

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procedures.

Verified entered customers and account data by reviewing, correcting, deleting, or

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reentering data; combining data from both systems when account information was

incomplete; purging files to eliminate duplication of data.

Maintained operations by following policies and procedures; reporting needed changes

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Ferguson Enterprises June 2011 to Present

Receptionist

Atlanta, GA

Answers, screens and directs inbound phone calls.

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Receive and assist clients and escort them to correct destinations; offices, rooms or

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meeting rooms.

Perform general secretarial duties, including – meeting scheduling, appointment set up,

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faxing and mailing.

Take verbal and written messages and transmits them to exact person/destination.

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Receive and sort email and electronic deliveries.

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Maintain meeting diary – manually or electronically, as required.

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Accepts letters and packages delivered to the front desk and distributed to appropriate

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staff.

Handle general requests for information and data.

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Interacts well with the public.

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Outcomes Health Information Solutions December 2010 to April 2011

Scheduler

Alpharetta, GA

● Assigned and rescheduled nurse assignments and follow up with verification emails

that details assignment.

● Reviewed work request for accuracy and clarity.

● Ensured clear scope of work details that included: realistic completion date, proper lead

times, correct equipment, proper phone numbers and addresses, proper authorization.

● Discussed details with site manager/doctor/nurses conducting medical review in

accordance with HIPA regulations.

● Reviewed the work to be performed and determined the best way to accomplish the work:

scan and copy or download information requested to encrypted flash drive.

● Consulted with Office Managers, Medical Providers and Nurses to ensure that they have

the equipment needed to complete the assignment: paper, printer ink, encrypted laptop

and encrypted flash drive.

● Maintained strictest confidentiality; adhered to all HIPPA guidelines/regulations

Flu Busters/Care Dynamics September 2009 to January 2010

Nurse Recruiting Agent

Roswell, GA

● Conducted reference and background check on all job applicants.

● Communicated the duties, compensation, benefits and working conditions to all potential

candidates.

● Created new employee self evaluation forms that focused on employee performance,

competencies, engagement and development.

● Managed all phases of recruitment, including defining hiring management needs and

posting available positions.

● Entered all information: nurse/agency name, contact information, license information,

agency contact information in Sales Force.

● Sent via, mail all necessary equipment and paper work in order to conduct clinic: flu

vaccine, cold packs, syringes, sharps container, consent forms and envelopes for

payment.

● Mailed return labels to return any leftover vaccine, consent forms, payments and sharps

containers.

Delta Dental October 2008 to September 2009

Provider Relations Clerk

Alpharetta, GA

● Faxed/Mailed out Provider Enrollment package to potential Dental providers, once

information was received checked the provider credentials via AMA, ABMS and State

Licensing Board.

● Entered and filed all documentation from provider regarding enrollment with Delta

Dental.

● Handled inquires and request regarding provider relations: Procedures price list, term

and conditions regarding being a Delta Dental Provider

● Resolved any issues efficiently and professionally to ensure provider satisfaction.

CompuCredit September 2006 to January 2008

Escalations Supervisor

Atlanta, GA

● Collected customer feedback and made process changes to exceed customer

satisfaction goal.

● Made reasonable procedure exceptions to accommodate unusual customer

requests.

● Provided accurate and appropriate information in response to customer inquiries.

● Demonstrated mastery customer service call script within specified time frames.

● Developed effective relationships with all call center departments through clear

communication.

● Worked with upper management to ensure appropriate changes were made to

improve customer satisfaction.

● Formulated and enforced Service Center policies, procedures and quality assurance

measures.

Dillard Department Store February 2005 to June 2006

Sales Associate

Atlanta, GA

● Received and processed cash and credit payments for in store purchases.

● Exceeded targeted sales goals by 15%.

● Opened and closed the store, including counting cash, opening and closing cash

registers.

● Shared product knowledge with customers while making personal

recommendations.

● Maintained friendly and professional customer interactions.

Trafalgar Tours Oct. 2003 to July 2004

Reservation Agent

Long Island City, NY

Booked domestic and international land tours including air.

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Advanced knowledge of computer reservations programs: Galileo and SABRE.

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Developed and maintained regular contract with travel agents.

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Excellent interpersonal and persuasive skills.

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Educational Background

Kaplan University May 2013

Business Administration/Management

Bachelor of Science

Coursework: Marketing, Accounting, Consumer Behavior, Finance, Management

New York Technical College Aug. 2002

Computer Applications

Certificate in Microsoft Office Suite

Brooklyn, NY

Coursework in Microsoft Office Suite: Word, PowerPoint, Access, Outlook

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