Customer Service Account Manager
Resume:
Lorene Harris
Manchester, NH ***03
******.********@*****.***
OBJECTIVE:
To effectively contribute my knowledge and skills, maximizing my potential and becoming a valuable asset to the success of an organization.
EXPERIENCE:
Moveras Remanufactured Transmission Salem, NH
8/2020 - present
Customer Service / Account Manager
●Answer inbound calls at a minimum of 60/70 calls per hour in a professional, courteous manner
●Handle all inbound inquiries regarding orders as well as products we offer
●Educate callers with appropriate information, shipping details, tracking and ETA
●Use PC to enter required demographic information into databases Microsoft Dynamics AX, Fontality, Teams, PBXtra
●Review customer’s order for accuracy and place orders in AX in a timely manner
●Process order are received via Email / Chat
●Place outbound calls with updates
●Resolve customer service issues
●Specialize in Spanish translations calls
●Complete a variety of additional administrative duties
Alicare Medical Management Salem, NH
Customer Service Representative
July 2013 to 8/2020
●Answer inbound calls at a minimum of 10 calls per hour in a professional, courteous manner
●Handle all inbound non-clinical calls and clinical lines consistently exceeding metric goals
●Educate callers with appropriate information
●Use PC to enter required demographic information into databases such as:
Wisdom, Centramax, MTP website, Filemaker, Jiva and NCentaurus.
●Document calls/referrals and complete call tracking
●Direct calls to the appropriate resource
●Refer clinical calls to Registered Nurses or others
●Resolve customer service issues
●Create various reports
●Supervise clinical staff to maintain service level standards per policy and procedure
●Place outbound calls for follow-up on pre-certification calls
●Assist Registered Nurses with answering overflow Triage calls
●Specialize in Spanish translations calls
●Perform self-evaluation and participate in other CQI activities as required
●Provide team leadership, training, coaching and mentoring
●Complete a variety of additional administrative duties
On Call International Salem, NH
Operations Supervisor 8/12/2007 to 7/8/2013
●Promoted from Assistant Coordinator to Senior Coordinator to Operations Supervisor
●Handled escalated calls and resolve problems requiring specific attention
●Delivered team coaching and mentoring
●Approved reasonable costs associated with meeting service expectations
●Coordinated shift activities to ensure a smooth transition including assignments and adjustments
●Oversaw phone queue and service levels to ensure overall KPIs were met
●Scheduled and organized personnel to ensure efficient in their Assistant Coordinator roles
●Monitored and audited team member work production and call stats
●Provided monthly metrics feedback
●Completed timely completion of annual performance appraisals.
●Assisted employees in identifying personal developmental and training needs, and assessing available resources
Rehabilitation Equipment Associates Manchester, NH
Customer Service (Supplies) 8/26/2004 to 5/30/2007
●Scheduled repairs and replacement of defective items
●Notified customers when service was completed
●Processed payments
●Maintained records of services in progress
●Assisted customers with product selection and purchase
●Recognized and pursued upsell opportunities
●Answered customers incoming calls, mail, in-person inquiries and directed customers to appropriate sales area
●Created monthly recurring work orders reports
●Printed delivery tickets
●Prepared supplies to be shipped
●Contacted insurance companies regarding benefits verification and referrals needed
●Data Entry
●Assist with Spanish speaking customers
Darthmouth Hitchcock Manchester, NH
Appointment Secretary 8/2001 to 6/2004
●Performed secretarial duties, utilizing knowledge of computers as well as medical terminology and hospital clinic and laboratory procedures
●Answered telephone and scheduled appointments
●Greeted and directed visitors
●Maintained Files
●Assisted staff with Spanish speaking patients
EDUCATION:
NH Technical School Manchester, NH
Introduction / General Computer 1999 (Certificate)
Wilfred Academy Malden, MA
Cosmetology 1985 (License)
Everett High School Everett, MA
General Study 1984 (GED)
CERTIFICATIONS:
Healthcare CPR, First Aid, and AED 2012
SKILLS:
●Bilingual (English / Spanish)
●Microsoft Suite, including Excel
●MIR, MIQ, CMS
●HP 12C
●Case Management Software
REFERENCES:
Available upon request
Contact this candidate