Customer Service Representative

Kathleen A. Hatstat

*** ****** ******, *******, ** 01562 774-***-**** ********@*******.***

Qualifications Summary

Customer service professional and administrative support with experience working in fast-paced environments demanding strong organizational, technical and interpersonal skills. Trust worthy, ethical and discrete; committed to superior customer service. Confident interacting with individuals of all levels. Detail-oriented and resourceful in completing projects; able to multi-task efficiently and effectively. Capable of efficiently learning and mastering new skills. Capabilities include:

- Customer Service, Relations - Word Processing, Typing - Cash Management

- Telephone Reception - Computer Operations - Filing, Data Archiving

- Appointment Scheduling - Office Equipment Operation - Problem Solving

- Dispatch - Call Center - HIPAA Certification

- Sales - Oracle, Lotus -AS400

-eChat - Microsoft Word, Excel -SAP

-Salesforce - CRM

Experience

04-15-Present Boston Document Systems, 4 Strathmore Road, Natick, MA 01760

Customer Communications Specialist

-Maintain daily schedules for all technicians and management

-Multi-task between dispatching, file maintenance, GPS tracking, call routing, and handling customer requests

-Review the dispatch portal daily to ensure that all tickets scheduled are complete Reschedule or reassign as needed

-Update E-Automate service board throughout the day to assign and schedule new tickets with agreed upon SLA timeframes

-Handle all inbound telephone calls and coordinate appointments with clients accordingly. Reply to corresponding emails

-Maintain a high degree of communication with Field Technicians

-Contact specific clients on a daily basis to assure that they are satisfied with services received from assigned technician

-Dispatch assignments to technicians and inform customers of the technicians ETA

-Prepare reports and perform other duties as assigned

2014-2015 On Process Technology, 200 Homer Street, Ashland, MA 01721

Logistics Service Representative II (Contract position)

-Made Welcome, Follow-up & Closing phone calls to patients who are discharged from hospitals around the U.S.

-Ensure patients understand and can complete their discharge instructions

-Confirm that any needed Home Health Services are in place

-Verify patient has prescribed medications

-Perform 125+ outbound calls per day to patients & handle inbound patient queries

-Responsible for wearing a headset and using several computer applications throughout the day

2014 Spencer Technologies, 102 Otis Street, Westborough, MA 01581

Dispatcher/Customer Service Representative II (Contract position)

-Dispatched technicians to retail stores to repair POS terminals

-Called the customer to assure that their problem had been resolved and that they are happy with their service

-Called technicians who did not have a chance to report their check in or out time

2012-2014 Burlington Coat Factory, 290 Turnpike Road, Westborough, MA 01581

Cashier/Merchandise Associate

-Provided customer service to retail customers using a computer based register

-Assisted customers with questions about specific items on the merchandise floor

-Re-stock merchandise on the floor as needed.

2012 Harrington Memorial Hospital, 100 South Street, Southbridge, MA 01550

Customer Service Representative

-Scheduled patient appointments

-Performed general data entry

-Processed and distributed mail

-Made appointment reminder calls to patients

2001 to 2012 University of Massachusetts Medical School, Disability Evaluation Services, 11 Mid State Drive, Auburn MA 01501

Medical Scheduler

-Scheduled appointments for physically challenged clients; based on their location, their need, doctor specialty, and availability

-Arranged interpreter services and maintained a log of interpreter appointments

-Performed data entry regarding appointment specifics

-Maintained files in accordance with HIPAA regulations

1986 to 2001 United States Postal Service, Framingham Vehicle Maintenance Facility, Framingham MA 01701

Administrative Clerk

-Maintained repair records for 450 vehicles

-Reconciled fuel distribution and contractor’s work performed

-Managed employee and contractor inquiries

Window and Distribution Clerk

-Performed retail sales services

-Managed a daily inventory of stamps worth $15,000

-Prepared daily bank deposit

-Processed mail for distribution

Secretary to Director of Finance

-Scheduled appointments and/or meetings for the department Director and staff

-Performed data entry & general office activities

Computer Forwarding Unit

-Supervised 20 Central Forwarding Machine employees

-Maintained a 98% accuracy rate on re-directed mail

1982 – 1986 University of Massachusetts Hospital, Worcester MA 01610

Executive Secretary to Director of Nursing Administration

-Scheduled appointments and performed general office activities for the department Director and staff

Education

Leicester High School - Diploma

Quinsigamond Community College - Business

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