Service Representative Customer

Diana Palmisano

**** * ****** **., *** ***, Phoenix, AZ 85018 623-***-**** *************@*****.***

Summary

Five years of excellent hospital unit coordinator experience and twenty plus years as a call center customer service representative. Proven experience with handling patient records, transcribing doctor’s orders and prescriptions, and ordering diagnostic procedures and laboratory requests. I have much experience and great skills that allow me to have excellent communication skills with people.

Education

Robert Morris College, Graduate in Business Management - Certification

●Co-Op program – American Arbitration Association

Skills

Software: Microsoft Office including – Excel, Word, Customer Data Retrieval System, Customer Call Screening Software, Agent Management Database Software

Professional: First call resolution, time critical call resolution, FCC Call Regulation Adherence, Customer interaction multitasking while reviewing and editing customer database information

Work Experience

Centauri Health Solutions, Scottsdale, Arizona, 888-447–8908, March 2020 – October 2020

Healthcare Technology and Services Firm

Senior Outreach Specialist

●Made outbound calls and received inbound calls from insurance members to screen for disability eligibility.

●Thoroughly explained to the member the eligibility requirements and the application process. If I did not know an answer, I would reach out to my supervisor and team via chat.

●Members would be so frustrated, sick, and confused due to their illness that there were many times I had to calm down frustrated members.

●Obtained members' medical and financial information to determine if they meet social security requirements for disability before submission.

●Consistently reached out to members by making outbound calls or leaving voicemails informing them they may be eligible for disability benefits.

●Earnestly monitor my progress to meet company expectations.

PCM Venture, LLC, Scottsdale, Arizona, 877-***-****, February 2011 – February 2018

Online Pharmacy Services

Patient Advocate

●The first point of contact with the new and current customers that inquired about pricing, product information, and the status of an order.

●Ensured excellent and expedient customer service through timely and correct processing of prescription orders, professional communication with customers, and first-rate coordination with the doctors and the pharmacy for an error-free delivery of products.

●As a patient advocate, I consistently communicated with potential and current customers via chat, email, and phone.

●During the transaction of the medication, I processed payments and refunds.

●Notified customers of delays that may be affected by weather or backlogs and successfully deescalated angry customers.

●Supported the sales team in striving to sell customers additional merchandise by offering appropriate discounts.

Banner Personnel, Naperville, Illinois, 630-***-****, November 2009 – February 2011

Chicago Tollway Services

Customer Service Representative

●Professionally handled 350 inbound calls per week from current customers and ensured that I resolved their issues.

●Thoroughly and efficiently retrieved customer information to access and meet customers' needs, educated the customer where applicable, and set expectations to prevent the need for future unnecessary callbacks.

●Adhered to company scripts and rules when handling requests from the customers.

●Trained employees and staff to deliver a high standard of customer service on accomplishing excellent customer service.

Convergys, Laredo, Texas – August 2005 – October 2009

Outsource Customer Service Firm

Customer Service Representative, Supervisor, Quality Control Manager

●As a team leader, I reported to Operation Managers: supported, coached, developed, and supervised a group of employees in a Service Center/Operations environment.

●Leadership through acknowledging the fair and consistent application of policies while demonstrating a variety of coaching styles and techniques.

●As a quality customer service manager reported to the Director of Quality. I supported team leaders and operation managers in coaching and developing techniques.

●As a customer service representative: I greeted customers warmly and determined the problem or reason for the call to resolve customer issues.

●Thoroughly and efficiently retrieved customer information to access and meet customers' needs, educated the customer where applicable, and set expectations to prevent the need for future unnecessary callbacks.

●Adhered to company scripts and rules when handling requests from the customers.

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