Customer Service Quality Assurance
Resume:
ANN-MARIE DUHANEY
Ocoee, Florida 34761 • Mobile: 347-***-****
E-mail: ********@*****.***
PROFILE A well organized and reliable customer service individual with strong administrative skills, confident and poised in interaction with individuals at all levels, being an effective and valuable team player with over 10 years of sales and customer service experience while making a mark of excellence for quality assurance and achieving company outcomes that directly benefit customer satisfaction, loyalty and company profit maximization. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
CORE COMPETENCIES
Verbal and Written communication skillsets
Systems and process management
Team oriented
Time and priority management
Information Confidentiality
Effective multitasking skill sets
EDUCATION Montego Bay Community College Sep 1981 – Jun 1982
Jamaica, WI
Montego Bay High Sep 1977- June 1981 Sep 1977 – June 1981
High School Diploma Jamaica, WI
EMPLOYMENT Patient Access Specialist Oct 2021- Present
Brave Health Miami, FL
RESPONSIBILITY Collected and validated patient demographics and insurance information
Prepared patient identification band and completed admissions papers
Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
Identified insurance payment sources and listed payers in proper sequence to establish chain of payment
Performed patient scheduling and registration functions prior to telehealth visit
Assist patients with the familiarization process of telehealth and how tom access sessions by video using a laptop, phone or computer
EMPLOYMENT Nursing Assistant Mar 2022-May2022
Orlando Health
Assist patients by doing vitals and accuchek, toileting bathing, ambulating
Ensuring my patients are fed and comfortable.
Documenting information in Epic on a daily basis as well as doing handover
To team members on the new shift.
EMPLOYMENT Billing Office Specialist Dec 2019- Sep 2021
Aspire Health Partners
RESPONSIBILITY Identified, researched and resolved billing variances to maintain system accuracy and currency
Worked effectively with medical payers such as Medicare, Medicaid, commercial insurances to obtain timely and accurate payments
Generated and submitted invoices based upon established accounts receivable schedules and term
Contacted clients with past due accounts to formulate payment plans and discuss restructuring options
EMPLOYMENT Customer Service Manager July 2017-Nov2019
Walmart Corporation Ocoee, FL
RESPONSIBILITY General customer service duties as well as managing over 25 associates daily.
Motivational meetings daily Introduced higher standards for customer service and increased efficiency by streamlining operations
Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals
EMPLOYMENT Deli Clerk / Pharmacy Tech Dec 2017- Feb 2019
Publix Ltd Ocoee, FL
RESPONSIBILITY Greeted customers at counter to fulfill requests and answer questions
Prevented food spoilage by monitoring dates, rotating stock and following proper storage procedures.
Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
Delivered exemplary customer service to guests, even in peak business periods to promote retention.
Made food according to standard recipes with requested changes for customer satisfaction
EMPLOYMENT Pharmacy Technician Trainee May 2018- Jan 2019
Publix Pharmacy Ocoee, FL
RESPONSIBILITY Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists
Counted, measured, and compounded medications following standard procedures Aided customers in understanding how to properly take medications
EMPLOYMENT Operations Representative Sep 2016–Aug 2017
FedEx Office New York, NY
RESPONSIBILITY Described product and service details to customers to provide information on benefits and advantages
Developed working relationships with internal and external customers while assisting with account management duties
Marketed additional products and services complementing customers' current offerings and adding value
Assisted marketing team on short-term and long-term promotional projects and assisted customers with
Mastered and constantly improved sales prospecting, follow-up and upsell processes
Cultivated long-term relationships through focused effort on customer's unique needs and finding best solutions
REFERENCES AVAILABLE UPON REQUEST
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