Angela D. Ahern

469-***-**** cell

**** ****** **. *** **** Plano, TX 75023

ad1vk8@r.postjobfree.com

Delasco Dermatology Manufacturing Company (June 2022-Feb 2023)

Customer Support Representative, Plano Texas

Promotes quality and supportive role for internal/external customers and other departments at Corporate. Maintain confidentiality on information given by our clients and Sales department

Processing payments by via fax, email or web

Answering incoming calls that come through our call queue

Provide quotes for customers who do not have accounts

Provide customers with details regarding quotes, orders and deliveries

Inform our Spa clients with any specials we are running at time of purchase

Help with any special projects from other departments if necessary

Onboarding new hires and current employees

Clinical Pathology Laboratories (June 2007-Feb 2022)

Client Services Team Lead, Coppell Texas

Promotes quality client/patient relations and creates a supportive climate by serving as a role for other employees. Respect and maintain the confidentiality of laboratory and financial information. Practices and adheres to all company policies and regulations.

Take Calls, manages the queues and answers questions first and foremost for the Customer Service Team. Manages the phone software to change customer service representative priorities

Triages and handles Supervisor or escalated calls.

Utilizes job knowledge, judgment, and problem-solving skills to ensure quality. Follow and enforce established department policies and procedures. Identifies problems which may adversely affect clinical or customer service and takes appropriate actions, including supervisors’ notification. Understands and follows HIPAA guidelines. Participates in departmental Customer Service Meetings.

Utilizes personal and professional skills to promote excellent customer service. Communicates with staff and its customers to ensure quality. Maintains and supports a service-oriented relationship with customers

Client Service/Problem Resolution Specialist,

Position requires heavy internal and external client contact and interaction via phone and email. Extremely detailed assignments require the ability to learn rapidly. Complete multiple tasks within given timeframes.

Responsible for processing timely and accurate billing and payment transactions to maintain accounts receivable within acceptable guidelines.

Generate reporting and manage daily reviews and activity from report.

Triage between client, laboratory, and company carriers to manage pick-ups, STAT pick-ups and missed pick-ups.

Provide STAT on-call weekends and holidays, which includes dispatching carriers for pick-up and drop off at STAT laboratory. Dispatch pick-up services from local drivers to client locations.

Develop and implement processes, training internal and external co-workers.

Lead training for team members, covering new processes and updated processes.

Train new hires and provide initial onboarding. Support new employee mentoring programs.

Provide sales department support by researching and providing problem resolution, including client issues, client updates, and new client information.

Education:Certificate – June 2020; Associate in Accounting, National Education Center, San Antonio, TX, 2000-2001

Skills: Proficient in Microsoft Word, Excel, Outlook, Teams, Zoom and other programs