Customer Service Representative
Resume:
Yanae Cross
Customer Service Representative
Chicago, IL 60624
************@*****.***
Customer Service Representative with over 5 years of experience in telephone customer service, including sales, tech support,and customer care. Familiar with major customer service software, conflict resolution,and possess a positive attitude. Aiming to use my proven skills to effectively fill the managerial role in your company.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Customer Service Representative
Nan McKay & Associates - Chicago, IL
June 2023 to Present
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Call clients and customers to inform them about the company’s new products, services and policies
• Guide callers through troubleshooting, navigating the company site or using the products or services
• Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
• Collaborate with other call center professionals to improve customer service
• Help to train new employees and inform them about the company’s customer management policies
• Process orders, forms, and application
• Route calls to appropriate resources
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Upsell products and services
• Complete call logs and reports
• Other duties as assigned
Care Room Attendant
Delta-T Group - Chicago, IL
April 2023 to June 2023
• Perform all necessary cleaning activities such as polishing desks and chairs after every use, phones and etc after every use
• Ensure each student had mask, wipes, and tissue when needed
• Entertain the students until parents came to pick them up
• Ensured each student made back to class safe if they were feeling better
• Follow all COVID guidelines and call the parents to ensure that their children are in the care room and need to be picked up
Data Entry Clerk
JPMorgan Chase - Chicago, IL
July 2021 to October 2022
• Insert customer and account data by inputting text based and numerical information from source documents within time limits
• Compile, verify accuracy and sort information according to priorities to prepare source data for computer entry
• Review data for deficiencies or errors, correct any incompatibilities if possible and check output
• Research and obtain further information for incomplete documents
• Apply data program techniques and procedures
• Generate reports, store completed work in designated locations and perform backup operations
• Scan documents and print files, when needed
• Keep information confidential
• Respond to queries for information and access relevant files
• Comply with data integrity and security policies
• Ensure proper use of office equipment and address any malfunctions Call Center Representative
Saint Elizabeth Hospital - Chicago, IL
November 2020 to July 2021
• Welcomes all patients and visitors by greeting patients and visitors in person or on the telephone.
• Handles all incoming telephone calls from patients, makes appointments, and answers general questions and inquiries.
• Uses computer systems to refer to existing patient information or set up new patients in the scheduling tool. Provides the patient with available timeslots not allowing patients to give times they are available to ensure full use of the physician timeslots.
• Maintains registration flow by efficiently moving patients through the process and readying them for clinical staff using Centricity and MEDFLOW systems.
• Communicates all add-ons, delays, cancellations, and “no-shows” to Clinical Coordinator.
• Interacts with patients by answering questions, providing information, and keeping the Reception area in order. Provides support to patients in distress by responding to emergencies.
• Responsible for inputting very detailed information on the patient using a variety of computer screens. After completion of the call and input of the patient information, representative checks records verifying the details entered and adds any additional notes that may be necessary.
• Explains all current fees and patient financial responsibility and informs patient of payment required for existing balances due at or before next appointment.
• Provides information to callers on practice policies and procedures such as what is required following physician template, using proper encounter codes, in preparation for appointment (insurance, id, etc.).
• Schedules to ensure efficient patient flow based on predetermined appointment availability.
• Secures patient information and maintains patient confidence by completing and safeguarding medical records, completing diagnostic and procedure coding, and keeping patient information confidential.
• Follows up with patients when they are a no show for an appointment and may make calls to patients asking if they were satisfied with the service they received.
• Maintains general filing system and files appropriate correspondence electronically or manually.
• Receives, directs, and relays telephone and fax messages.
• Responsible for report generation and analysis in support of departmental goals and objectives.
• Responds to calls efficiently, not put time saving before quality of service.
• Maintain inventories of supplies and provides a list of what is needed to the Team Leader.
• Must be able to cover Medical Reception/Call Center desk as needed.
• Performs other general administrative tasks as directed by team lead. Call Center Representative
Aon Hewitt / Hewitt Associates - Lincolnshire, IL
December 2019 to November 2020
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Call clients and customers to inform them about the company’s new products, services and policies
• Guide callers through troubleshooting, navigating the company site or using the products or services
• Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
• Collaborate with other call center professionals to improve customer service
• Help to train new employees and inform them about the company’s customer management policies
• Process orders, forms, and application
• Route calls to appropriate resources
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Upsell products and services
• Complete call logs and reports
• Other duties as assigned
Security Receptionist
Securitas - Chicago, IL
January 2017 to September 2019
• Monitor CCTV cameras for suspicious activity as well conduct tours around and inside of site.
• Issue id badges to GlaxoSmithKline visitors, contractors, and employees.
• Make copies of patient id's and send them to the right location in the building.
• Maintain open communication with management regarding issues with work or scheduling and operational procedures.
• Coordinate emergency response procedures and dissemination of internal communications regarding safety and security processes to staff members.
• Produce and written reports on all shift activities with oral reports and emergency notifications deliver as directed by establish security procedures.
• Detain or apprehend personnel in violation of DOD security policies and procedures. Education
Bachelor's in English
Harold Washington - Chicago, IL
January 2019 to Present
High school diploma
Clark Math & Science Academy - Chicago, IL
September 2014 to June 2018
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