Customer Service Call Center
Resume:
Tuana Marlin
516-***-**** ***********@*****.***
:
Professional Summary
Reliable, empathetic, goal-oriented, and efficient Customer Service Representative with 20 years administrative, customer service, general office, and financial operations experience.
Skills
Excellent problem-solving abilities
Planning and implementation
Proficient in Microsoft Office
Employee performance evaluations
Work History
Senior Medical Telecommunications Associate, 12/10/2013 to Current
INOVA Center For Personalized Health – Fairfax, Va
* Answer the customer service line for all 5 Inova hospitals.
* Follow individualized department workflows to process over 400 patient and customer request
daily.
Answer emergency activation calls for all 5 Inova hospitals and process requests with accuracy daily
efficiently to avoid patient care delays.
Triage patient calls and utilize on-call scheduling protocols to communicate emergent patient needs to
provider on-call.
Maintain accurate documentation of all events for reporting and discovery purposes.
Utilize data from Epic feed for patient location and information.
Follow Inova HIPPA policies when communicating patient data to Inova customers, vendors, and
affiliates.
Utilize the call center database and web resources to provide current information to customers.
Maintain a continuous improvement posture to improve performance.
Serve as the call center senior team member when a shift supervisor is not present.
Utilize Microsoft Teams and Outlook to coordinate and collaborate with team members.
Assist with coaching and mentoring new team members.
Aided in the development of a forum where team members’ concerns and ideas could be shared with senior leadership.
Consistently achieves high ratings through proactive one-call resolutions of customer issue.
Accounts Payable Specialist/Receptionist, 01/2002 to 12/2012
UTI United States Inc. – Queens, NY
Generated and submitted invoices based on established accounts receivable schedules and terms.
Investigated daily variances and corrected errors to resolve discrepancies.
Oversaw bookkeeping and accounting systems and entered data into systems accurately.
Completed bi-weekly payroll for company employees.
Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
Investigated daily variances and corrected errors to resolve discrepancies.
Generated and submitted invoices based on established accounts receivable schedules and terms.
Reconciled account information and reported figures in the general ledger by comparing them to bank account statements each month.
Training / Courses
HIPAA Compliance
Crisis Management
Employee Cyber Security
IT - Microsoft Office
Conflict Resolution
Active Shooter
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