Customer Service Representative
Resume:
Francine T. Williams
Senior Customer Service Representative
*******@*****.*** • 404-***-****
Atlanta, GA
Accomplished Senior Customer Service Representative with extensive experience in delivering high-quality service and driving team excellence within healthcare supply industry. Excels in managing complex customer inquiries, product coordination, and order fulfillment, ensuring maximum efficiency and client satisfaction. Notably advanced from roles in medical records management to senior-level customer service, demonstrating persistent commitment to professional growth and skill enhancement. Possess strong competencies in CRM analysis, staff mentoring, and conflict resolution, often recognized for contributions to improved customer retention and team performance. Committed to leveraging expertise in documentation review, escalation management, and service recommendation to excel in senior customer service capacity. Areas of Expertise
● Operations Management
● Product Knowledge & Coordination
● Conflict Resolution
● Training Program Development
● Efficient Order Fulfillment
● CRM Systems Expertise
● Customer Retention Strategies
● Team Mentoring and Leadership
● Customer Service Excellence
Professional Experience
D&D Medical Supply, Conyers, GA
Senior Customer Service Representative
Jun 2023 — Present
Deliver superior customer service by managing incoming calls, providing detailed product information, and responding to inquiries with efficiency. Conduct comprehensive training sessions for new hires, enhancing team competency and performance. Maintain meticulous records of customer interactions in CRM system to ensure accurate data tracking and service excellence. Collaborate closely with suppliers to confirm product availability and coordinate delivery schedules. Proactively follow up with customers post-purchase to affirm satisfaction and foster loyalty. Implement strategies for resolving escalated complaints, maintaining professionalism in challenging situations. Analyze customer service trends, offering actionable solutions for recurring issues. Oversee processing and execution of customer orders, ensuring timely fulfillment and adherence to company policies. Engage in cross-functional teamwork with sales colleagues to manage inventory and address product concerns. Regularly review and mentor junior staff, promoting culture of continuous improvement within customer service team.
Increased overall efficiency by streamlining backlog of referrals and ensuring supply distribution within two-week timeframe.
Recognized for outstanding performance with promotion to Senior Customer Service Representative.
Identified and addressed critical areas for improvement in CRM report analysis within 30 days of role assumption.
Enhanced customer retention and satisfaction through diligent account reviews and proactive support outreach.
Successfully managed and resolved complex billing issues, preventing potential key account losses. Eye Consultants of Atlanta, Atlanta, GA
Medical Records Manager
Aug 2005 — Jun 2024
Provided guidance on HIPAA regulations, ensuring patient privacy and confidentiality of health information. Conducted regular audits of medical records to verify accuracy and completeness. Coordinated with physicians and healthcare providers to expedite medical records documentation. Generated reports summarizing medical records operations, including turnaround times and compliance rates. Participated in meetings with department heads and stakeholders to discuss proposed policy changes regarding patient information management. Supervised staff responsible for data entry into electronic health record systems. Resolved conflicts between physicians concerning discrepancies in patient care documents. Reviewed external requests for access to confidential patient information, assessing their compliance with legal requirements. Managed the release of protected health information in response to subpoenas or court orders. Investigated patient complaints about errors or omissions in their medical records. Ensured all personnel involved in medical records creation or maintenance were properly trained according to Page 2 2
established protocols. Returned incomplete records and charts to the appropriate personnel for correction. Enforced state and federal legal requirements governing confidentiality and health information legal issues. Collaborated with multi-disciplinary staff to enhance patient care and response times. Maintained a records management system to process personnel information and produce reports. Recruited and hired new medical records staff.
Advanced from Records Technician to Supervisor and subsequently to Manager of Medical Records, demonstrating rapid professional growth and leadership development.
Licenses & Certifications
Medical Assistant, Advanced Career Training
Advanced Customer Service Training Certificate
OSHA Healthcare Certification
Occupational Safety and Health Administration
OSHA Bloodborne Pathogen BLS Certificate
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