Customer Service Support
Resume:
NaTasha Smith
Carrollton, TX *****
***********@*****.***
Looking to relocate to join an organization where I can use my experience and teamwork skills to ensure operational excellence that meets and/or exceeds a company's business goals at the highest level of commitment. My prior experiences, education and development have afforded me the opportunity to succeed and achieve desired corporate results. Work Experience
Customer Support Representative
STAT Overnight Delivery - Dallas, TX
April 2022 to Present
Responsible for effective, efficient communication regarding the delivery of pharmaceutical and e- commerce packages via inbound calls. 50+ calls daily .Must possess ability to adapt to changes, self guidance of handling incoming chat messages with patients and pharmacies inquiring about package status through timely responses to text messages and e-mail’s. Able to de escalate situations. Receives and manages all Stat main line phone calls, text messages and request emails through Support Desk.
Interacts with customers via telephone and email to provide support. Ensures that appropriate actions are taken to resolve customers’ problems and concerns. Document all customer requests, issues, changes, and resolutions. Monitor Mighty Text, the text application that is used between drivers and customer service. Monitor Zendesk to ensure inquiries are responded to and cleared out daily. Process orders and route to the appropriate operations team in a timely manner. Maintain performance and quality standards based on established metrics, including turn-around times for misdeliveries, recoveries, pickup requests, and RTS’s. Performs other related duties as assigned.
Exceptional customer service, active listening, verbal, and written communication skills. Proficient computer skills with the ability to learn new software and strong, quick typing skills. Service-oriented and able to resolve customer grievances. Strong time management and decision-making skills
Unit Coordinator
Midland Memorial Hospital - Midland, TX
June 2018 to December 2020
Responsible for effective communication with physicians, nurses, and all ancillary departments to ensure continuity of patient care and maintain efficient flow of the department. Must be able to answer multiple phone lines while exhibiting professional phone etiquette,ability to multi-task utilizing multiple computer software applications and assist with plan of care coordination to include obtaining patient information, completing documents, and documentation to ensure timely throughout. Answer inbound customer calls; approximately 75 + calls per day . Assist in hands on training with new employees for 4 weeks. Increased call volume during COVID-19 pandemic. Providing pertinent educational information to callers regarding pandemic.
Patient Service Representative
Familia Dental - Midland, TX
January 2018 to July 2018
Responsibilities
Greet and check in patients in a friendly manner.
Collect co-payments and verify insurance coverage. Schedule and confirm patient appointments.
Prepare new patient charts neatly and accurately.
Various office duties as assigned by Office Manager. Responding to patient billing or financial inquiries, directing to appropriate departments, as necessary. Collect and post payments and record receipts.
Balance nightly deposits and complete credit card processing. Possessing minimum of two years experience in a healthcare office or fast-paced, highly interactive customer service environment - experience in the dental or medical industry with scheduling and verifying insurances.
Self-motivated with the ability to exceed patient expectations. Excellent organizational skills to effectively handle multiple tasks. Flexibility to support change, with varying schedules as necessary. Possess excellent interpersonal Skills.
Dental Front Desk Receptionist with knowledge of insurance verification needed. Experience with registering patients, verifying insurance and collecting co-pays a must. Multi-tasking is required with proper telephone etiquette and grammar skills. A professional demeanor and friendly attitude is always expected especially during peak times.
Teller
Members Financial Credit Union - Midland, TX
July 2015 to December 2017
I am responsible for maintaining and balancing a cash drawer daily along with correct correspondence for that day. Under direct supervision, processes customer transactions within established guidelines. Identifies and makes sales referrals, recommends alternate channels, cross-sells bank services and products for the Credit Union also provides excellent customer service. Duties may include assisting with Loan processing needs and occasionally assisting Member Services and even assisting with collections also. Ability to answer phone and provide accurate information while providing consistent customer service. Multitasking is a must in such a fast paced environment. Excellent sense of dependability,knowledge in procedures-possessing the ability to answer questions and provide solutions or direct to correct team members for help. Records Technician
Permian Cardiology - Midland, TX
November 2013 to July 2015
Scanning Charts
• Indexing Records into Patient charts
• Filing
• Pulling Charts for next day appointments
• Handling of messages for Nurse call-backs
• Receptionist backup duties
• Phone Operator backup
Front Desk Clerk
Nazim Enterprises - Midland, TX
March 2013 to November 2013
Responsible for greeting guests and performing check in/check out of customers. Duties also included handling guest inquiries/ issues, payment processing, and basic office duties. Accessioner Accessioning Tech
Ameritox - Midland, TX
July 2012 to March 2013
Responsibilities included:
• Adhering to all company policies which included attendance and punctuality
• Receiving, documenting and processing receipt of urine samples from Courier Service
• Open samples and check for accuracy; assign sequential accessioning numbers.
• Maintaining a volumes record of samples received from each clinic as well as handling customer service issues of a non-technical nature.
• Record keeping of volume for each clinic
• Process paperwork for samples received with incomplete paperwork and/or rejected specimens.
• Maintain current information for all clinics both new and existing.
• Respond to customer service inquiries; respond to non-technical questions
• Adhere to confidentiality (HIPAA) requirements (patient files and personal information). Customer Service Agent
Maximus / Apple One - Midland, TX
March 2011 to July 2012
Responsibilities included:
• Handling phone calls
• Providing accurate information to customers
• Documentation of calls
• Verbal and written skills
Education
Some College in Basics
Midland College - Midland, TX
2016 to 2018
Customer Service
Midland High School - Midland, TX
May 2006
Some College in American Sign Language
Tarrant County College District - Fort Worth, TX
Skills
• HIPAA
• Microsoft Excel
• Loan processing
• training
• Multi-line phone systems
• Computer literacy
• Organizational skills
• Data entry
• Customer service
• Front Office
• 10 key
• Microsoft Word
• Microsoft Office
• Outlook
• Powerpoint
• Medical scheduling
• Phone etiquette
• Hospital experience
• Insurance verification
• Filing
• English
• Administrative experience
• Front desk
• American Sign Language
• Typing
• Dental receptionist
• Excellent communication skills
• Sales
• Dispatching
• Medical Records
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