Customer Service Patient Services

Theresa edwards

Missouri City, TX ***** 832-***-**** adtb5d@r.postjobfree.com

professional summary

Quality-focused, resourceful, and dedicated Customer Service Specialist with 25 years of experience providing key leadership and insight into business operations. Specializes in communicating effectively with clients, both written and verbally. Demonstrates exceptional interpersonal skills with an ability to cultivate positive, lasting relationships with both clients and colleagues.

Possesses a meticulous attention to detail, and takes great pride in producing accurate, high-quality work. Demonstrates strong analytical and problem-solving skills, with the ability to make well, thought out decisions under pressure with minimal supervision. Self-motivated, with an ability to work remotely/virtually from a home-office environment.

Core competencies

Client Focused Tech Savvy Data-Entry Conflict Management Relationship Management Critical Thinking Billing

Scheduling Medical Terminology Office Management Time Management Adaptable & Flexible Punctual & Reliable

Microsoft Office Suite Word Excel Outlook Windows

Professional experience

United Airlines Houston, TX 1994 - Present

Baggage Resolution Agent

• Received multiple positive passenger reviews for professional demeanor and outstanding customer service

• Decreased customer baggage errors by reconciling issues quickly and developing processes to prevent future errors; resulted in a decrease in company losses

• Collaborated cross-functionally with internal departments to ensure accuracy of large bag movements

• Supported passengers with recovery and remediation of lost and damaged baggage; identified mutually beneficial solutions

• Communicated with airport personnel for proper recovery and delivery of baggage to passengers

• Provided administrative support; maintained logs and forms related to incidents and documented resolution

• Managed high volumes of multi-lined phone calls in a fast-paced, high-pressure environment

• Tracked and catalogued luggage by performing data-entry into company databases; improved communication

• Served as liaison between airports and passengers for property recovery and delivery

Service Recovery Agent

• Utilized company provided software systems to communicate with coworkers and increase response and resolution rates

• Effectively resolved passenger inconveniences from cancelled and delayed flights; ensured complete satisfaction

• Coordinated and rescheduled flights based on passenger needs; notified passengers of new flight information promptly

• Demonstrated compassion and empathy to calm passenger emotions in chaotic, hostile environments

• Analyzed data and utilized sound judgement and decision making to quickly ensure conflict resolution

Reservations Agent

• Increased revenue by utilizing proven sales techniques to upsell flights to passengers based on individual needs

• Booked, modified, and cancelled flight reservations; educated passengers on cost-saving promotions

• Educated passengers on airline regulations, policies, procedures, and best practices

• Cultivated relationships and built rapport with passengers; created brand loyalty and secured repeat business

• Developed extensive knowledge of pricing guidelines, accommodations, and other travel amenities

Early Career History

Patient Services Professional Southern Regional Medical Center

Leasing Agent Forest Ridge Apartments

Receptionist Dr. Theresa L. Robinson

Discharge Clerk & Accounts Payable Specialist Women’s Hospital

Education

Business College Courses Harris Community College

High School Diploma

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