Blessing Imoh

Lewisville, TX *****

+1-214-***-**** ad3plb@r.postjobfree.com

PROFESSIONAL SUMMARY

Proven track record of maintaining efficient office operations. Expertise in scheduling and coordinating meetings, managing travel and expense reports, and transcribing minutes. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. 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.

SKILLS

Skilled in creating and implementing

operational plans, procedures, and policies

that improve

•

• Organizational efficiency

• Manager

Strong Communication Skills Leadership

Abilities Problem-Solving Skills Conflict

Resolution Time

•

Management Team Building and

Motivation Training and Development

Performance Management

•

Quality Assurance and Improvement Data

Analysis and Reporting Customer

Relationship

•

Management (CRM) Systems Multitasking

and Prioritization Adaptability and Flexibility

Customer

•

Satisfaction Enhancement Process

Improvement and Efficiency

•

Empathy and Compassion Knowledge of

Healthcare Systems Strong Interpersonal

Skills

•

Organizational Skills Problem-Solving Abilities

Patient Advocacy Medical Terminology

Health

•

• Insurance and Billing Processes Resource

• Maximizing Coverage

• Customer Relationship Management

• Contact Management Systems

• Corrective Actions

• Customer Satisfaction

• Team Support

• Process Improvement

• Exceptional Telephone Etiquette

• Conflict Resolution Techniques

• Staff Training

• MS Office Expertise

• Time Management

• Staff Management

• Superior Computer Skills

• Customer Relations

Coordination Patient Education and

Counseling

Confidentiality and Compliance Crisis

Intervention and Support Cultural Sensitivity

and Diversity

•

Awareness Electronic Health Record

Systems Collaboration and Teamwork

•

• Customer Implementation

WORK HISTORY

PATIENT SUPPORT MANAGER 11/2020 to Current

Blue Cross Blue Shield Of Texas - Texas

• Identified and reported potential sales opportunities to the sales team Provided support to sales representatives, assisting with client presentations, product demos, and other activities

•

• Ensured compliance with company policies and procedures Successfully managed patient care teams, including hiring and training of staff, scheduling of patient visits, and providing feedback to ensure optimal service delivery

•

Adept at managing patient records and providing timely and accurate responses to inquiries

•

Skilled in creating and implementing policies and procedures to ensure quality of care for both inpatient and outpatient services

•

Proficient in working with electronic health records systems and other health care technology

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Knowledgeable in analyzing and interpreting patient data to identify trends and areas of improvement

•

Trained, monitored, and evaluated patient support staff and ensured compliance with all applicable regulations

•

• Developed and maintained strong relationships with patients and their families

• Collaborated with other departments to ensure timely and efficient patient care Developed and monitored patient satisfaction surveys and initiated corrective action plans as needed

•

• Resolved patient issues in a timely and courteous manner

• Administered patient services and managed patient records

• Monitored and evaluated patient care and services to ensure quality standards were met Provided comprehensive support services to patients including medical evaluations, treatments, and referrals

•

Created and implemented policies and procedures to ensure accurate and timely patient care

•

• Monitored patient records for accuracy and completeness

• Ensured compliance with all relevant medical regulations and laws

• Coordinated with medical staff to provide quality patient care Developed and maintained relationships with patients, families, and other medical personnel

•

• Implemented patient education programs and activities

• Assisted with billing and other administrative tasks related to patient care

• Developed strategies to improve patient satisfaction and outcomes Managed daily operations of a patient support office, providing superior customer service and patient care

•

• Responsible for the development and implementation of patient support programs and initiatives

Developed and maintained positive working relationships with key stakeholders, including doctors, nurses, and other healthcare professionals

•

Created and maintained accurate records and reports, ensuring confidentiality and compliance with HIPAA standards

•

PATIENT SUPPORT SUPERVISOR 08/2018 to 11/2020

United Healthcare Group - Texas

Developed and maintained relationships with customers to enhance customer satisfaction.

•

Assessed personnel performance and implemented incentives and team-building events to boost morale.

•

• Coached employees through day-to-day work and complex problems.

• Created, prepared, and delivered reports to various departments.

• Prepared employee schedules for maximum coverage during key hours. Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.

•

Developed and implemented procedures for responding to customer inquiries and resolving technical issues.

•

Collaborated with other teams to identify and resolve customer issues quickly and professionally.

•

Monitored customer service metrics and provided feedback to team members, upholding quality standards.

•

• Prepared agendas and took notes at meetings to archive proceedings. Provided technical support to customers, troubleshooting technical issues and providing solutions.

•

• Managed specialist team to provide technical assistance and customer service. Created and implemented maintenance plans for customer accounts to secure customer satisfaction and reliability.

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CLIENT SERVICE ASSOCIATE 12/2015 to 08/2018

Aventiv Technologies

Track customer service metrics to analyze customer service performance and identify areas for improvement

•

• Ensure customer service staff adhere to company policies and procedures Develop and maintain strong relationships with customers to ensure customer loyalty and repeat business

•

Developed and implemented process improvement initiatives to increase customer satisfaction and improve operational efficiency

•

• Monitored customer service trends and identified areas for improvement Spearheaded successful customer service campaigns, resulting in a 25% increase in customer satisfaction

•

Managed a team of patient support coordinators ensuring the delivery of exceptional patient service and satisfaction

•

Developed and implemented strategies to ensure customer service representatives were meeting and exceeding service goals

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Ensured customer service representatives were trained and uptodate in their knowledge of healthcare products, policies, and procedures

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Monitored customer service representatives' performance and provided regular feedback and coaching

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• Investigated and addressed customer complaints quickly and effectively

• Coordinated with other departments to ensure effective communication and collaboration

Implemented technology solutions to streamline customer service processes and improve efficiency

•

• Analyzed customer service metrics and identified areas for improvement Managed a team of 10 customer service representatives, providing guidance and support to ensure customer satisfaction

•

Developed and implemented customer service policies and procedures to ensure consistency and quality of service

•

Conducted training sessions for customer service staff, focusing on customer service, problem solving and communication skills

•

Monitored customer service staff performance and provided feedback to ensure that standards were being met

•

Investigated customer complaints and implemented solutions to ensure customer satisfaction

•

Analyzed customer feedback to identify areas for improvement and implemented changes to increase customer satisfaction

•

• Developed and maintained relationships with key customers to ensure their satisfaction Collaborated with other departments to ensure customer inquiries and complaints were addressed in a timely manner

•

CUSTOMER SERVICE SUPERVISOR 10/2014 to 12/2015

GTB Bank - Lagos Nigeria

• Coached employees through day-to-day work and complex problems. Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.

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Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.

•

Conducted training and mentored team members to promote productivity and commitment to friendly service.

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Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.

•

Coached team members to deliver hospitable, professional service while adhering to set service models.

•

Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.

•

Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.

•

• Researched and corrected customer concerns to promote company loyalty. Monitored metrics and developed actionable insights to improve efficiency and performance.

•

• Created, prepared, and delivered reports to various departments. Led regular customer service meetings to review progress identify challenges and provide feedback.

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• Created customer support strategies to increase customer retention. Identified customer service trends to provide recommendations for process and procedural improvements.

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Implemented feedback system for customers to provide comments and suggestions to improve service.

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• Delegated tasks to administrative support staff to organize and improve office efficiency. Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

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• Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.

Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.

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Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

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• Interceded between employees during arguments and diffused tense situations. Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.

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• Monitored front areas so that questions could be promptly addressed. Built highly-efficient administrative team through ongoing coaching and professional development opportunities.

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EDUCATION

University of Lagos - Lagos Bachelor of Science

Business Administration

CERTIFICATIONS

• CPM - Certified Professional Manager

• CM - Certified Manager Certification

• CAP - Certified Administrative Professional

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