Customer Service Representative

Leah Cleveland

*****************@*****.*** 719-***-****

linkedin.com/in/leah-cleveland-517597221

Summary

Personable, dedicated, hardworking, and detailed oriented call center professional with over 7 years of experience in service and support. Solid team player with an upbeat, positive attitude and proven skills in establishing rapport and building relationships with clients. Motivated, articulate, and enthusiastic with a demonstrated passion for maintaining customer satisfaction that contributes to growth and company success. Customer-focused offering expertise in professional communication, driving satisfaction, conflict management, and one-call resolution. Dedicated to customer loyalty and satisfaction.

Experience

Remote Customer Service Representative

Papa

Nov 2020 - Present (1 year 1 month +)

-Completed daily progress notes, journal entries, reporting patients' status and concerns to the electronic charts.

-Enabled clients to live at home by offering personal phone support services to patients and their families.

-Facilitated planning and development of patients' schedules, appointments, and financial budget.

-Empowered patients to increase independent skills over the phone by teaching personal hygiene techniques, self-feeding, medication reminders, proper nutrition, appointment reminders, and reminding them of fall risk hazards

Certified Nursing Assistant

Complete Home Health Care, LLC

May 2019 - Jun 2020 (1 year 2 months)

-Helped clients stay happy and healthy by providing mental and emotional support. Documented client progress in charts and logbooks.

-Helped transition patient between bed, wheelchair, and automobile to provide safe mobility support. Supervised medication administration, personal hygiene, and other activities of daily living.

-Supported effective care for managed home care patients by observing health status and monitoring conditions.

-Observed patient vital signs and medication reactions and reported health concerns or behavioral changes.

Registered Medical Assistant

Advanced Gynecology

Jun 2015 - Jan 2016 (8 months)

-Led patients to exam rooms, answered general questions, prepared Leah Cleveland - page 1

patients for the physician by explaining the process, and taking vital signs. Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.

-Scheduled appointments for patients via phone and in person. Contacted pharmacies to submit and refill patients' prescriptions. Relayed messages from patients to physicians about concerns, condition updates, or refill requests to facilitate treatment.

-Interviewed and engaged patients to obtain medical history, chief complaints, vital signs, and confirm the purpose of visit.

-Efficiently performed insurance verification and pre-certification and pre-authorization functions.

Customer Service Representative

Firstsource

Apr 2012 - Feb 2015 (2 years 11 months)

-Established positive rapport with customers, managers, and customer service team members to maintain a positive and successful work environment.

-Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction. Maintained knowledge of company products and services to promptly resolve complaints and concerns.

-Assisted staff with resolving complex customer issues and implementing targeted solutions. Addressed customer inquiries to increase customer satisfaction ratings. De- escalated problematic customer concerns, maintaining a calm, friendly demeanor.

-Assisted customers in making payments on accounts and setting up payment plans. Upheld strict quality control policies and procedures during customer interactions. Data Entry Clerk

Pmam Corporation

Jul 2011 - Mar 2012 (9 months)

-Verified data accuracy by consistently reconciling work with documentation. Minimized errors by contacting document owners to resolve questions, inconsistencies, and missing data.

-Prepared documents for scanning by removing staples and sorting by correct order. Prepared records for document imaging and retrieval in the company database.

-Achieved daily production quotas through consistent workflow prioritization. Safeguarded data accessibility through effective file management and organization.

-Collected data for entry from multiple sources. Entered a large volume of datasheets with information daily with a high degree of accuracy. Operated efficiently with highly repetitive tasks, maintaining a detail-oriented approach and precision.

Administrative Secretary

GREEN SPRINGS GROUND MAINTENANCE

Nov 2007 - Jul 2011 (3 years 9 months)

-Demonstrated wide-ranging administrative tasks, including typing, word processing, and data entry. Organized and updated file systems keeping records easily retrievable.

-Ordered office inventory including routine supplies, snacks, and special project materials. Oversaw operations by handling office communications, organizing materials, and setting schedules.

-Reviewed incoming and outgoing mail, packages, and faxes. Leah Cleveland - page 2

-Processed vendor invoices, verifying coding, reconciling purchase orders, and documenting approvals in the system.

Education

Colorado State University-Pueblo

Bachelor of Science - BS, Nursing Education

2019 - 2025

Summa Cum Laude

Phi Thetta Kappa Member

Pueblo Community College

Associate of Arts - AA, Pre-Nursing Studies

2016 - 2018

Phi Thetta Kappa Member

Intellitec Medical Institute

Associate's degree, Occupational Health and Industrial Hygiene 2014 - 2015

Licenses & Certifications

Insurance Agent, Accident, Health, Life, Variable Life & Variable Annuities - Primerica

Issued May 2021 - Expires Oct 2022

Skills

attention to detail • billing • communication skills • competitive • Problem Solving • Active Listening • Typing 55-60 wpm • Payment Services • Stress Management • Troubleshooting Honors & Awards

Summa Cum Laude Graduate - Pueblo Community College Dec 2018

Leah Cleveland - page 3

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