Customer Service Representative

Professional Experience

SANFORD HEALTH EQUIP

Business Strategy Advisor, March 2021 – Present

Responsible for encouraging and driving strategic improvement initiatives and innovation focused around patient-centric care within the durable and home medical equipment industry.

Collaborate with leaders to manage projects and achieve objectives, in turn, holding them accountable to implementation and improving their own processes.

Support Leadership by providing resources and tools to facilitate pathways to drive necessary process improvements.

Improve patient and staff engagement by acknowledging and adhering to core principles identified as important, and demonstrating this commitment in a tangible way through actions.

Oversee enterprise planning and implementation of training curriculum and materials for the deployment of a new EMR.

Develop programs that support continuous improvement by identifying business processes, assessing improvement opportunities, and defining business process improvement plans.

Present ideas logically and concisely to diverse audiences at all organizational levels, both verbally and in writing.

Standardize processes, procedures, user manuals, and training resources, to align with evolving organizational objectives and departmental specific requirements.

Manage changes in project scope and build contingency plans.

Customer Service, Manager, September 2019 – March 2021

Customer Service, Supervisor, November 2015 – September 2019

Respond to customer inquiries, requests, and concerns in a timely and professional manner.

Responsible for interviewing and hiring of staff, with emphasis on recruiting the best-qualified candidates.

Organize on-going staff meetings, training activities and continuing education on equipment, new procedures and processes.

Conduct annual employee evaluations and establish goals for the upcoming year.

Align with operations leadership to co-create processes and procedures with a focus on a quality customer experience.

Lead Education and Training Specialist, June 2013 – November 2015

Assure staff meet all competencies prior to performing tasks independently, and seek opportunities to help others learn as a teacher, coach, and mentor.

Develop and maintain a working knowledge of current products and services offered and all applicable governmental regulations.

Customer Care Specialist, September 2011 – June 2013

Assist patients with their DME needs, including the intake process, product selection, dispensing and setup, documentation, billing, compliance, and performance management.

NORTHLAND EDUCATORS FEDERAL CREDIT UNION

Member Service Representative, May 2009 – September 2011

Processed daily client transactions, including deposits, withdrawals, money transfers, loan payments, and selling cashier's checks.

Accurately maintained records of each transaction and ensured all documentation and paperwork was in place and within compliance.

Constructed a detailed procedure manual for internal Credit Union use.

Developed a collections program for payment procurement on delinquent accounts.

CHECK INTO CASH

Store Manager, August 2007 – May 2009

Responsible for overall store performance, operations, marketing, account management and customer service recruitment and retention.

Managed collection of accounts with the highest success rate in the district.

Education and Certificates

High School Diploma

CPR, AED, and First Aid Certified

Certified DME Specialist – Board of Certification & Accreditation (BOC)

Sanford OneChart Super Trainer

Sanford SAFE Coach

Certified in Youth and Adult Mental Health First Aid

Emergency Medical Technician (EMT) from 2013-2017

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