TIFFANIE SHEPHERD

562-***-**** · adtugq@r.postjobfree.com · Los Angeles, CA 90047

PROFESSIONAL SUMMARY

Seasoned Customer Service Representative with more than 15 years of experience in fast-paced medical office building. Dedicated, excited eager to learn, extremely organized, and highly competent individual seeking a challenging opportunity that transfers my skill-set years of experience in clerical environment into remote work from home.

SKILLS

Customer and Personal Service

Clerical

Active Listening

Social Perceptiveness

Computers and Electronics

Critical Thinking

Service Orientation

Time Management

Coordination

Judgment and Decision Making

Active Learning

POS Systems and Ordering Platforms

Efficient and Detail-Oriented

WORK HISTORY

May 2005 - Jan 2022

Customer Service Representative / Kaiser Permanente Parkview Medical Office

Review insurance policy to determine coverage

Prepare related documents and review them for completeness

Organize or work with detailed office records, using computers to enter, access, search or retrieve data

Operate telephones screen, or forward calls, providing information, taking messages, or scheduling appointments

Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations

Receive payment and record receipts for services

Transmit information or documents to customers, using computer, mail, or facsimile machine

Hear and resolve complaints from customers or public

Schedule appointments and maintain and update appointment calendars

Perform administrative support tasks, such as proofreading, transcribing handwritten information, or operating calculators or computers to work with pay records, invoices, balance sheets, or other documents

File and maintain records

Provide information about establishment, such as location of departments or offices, employees within the organization, or services provided

Perform duties, such as taking care of plants or straightening magazines to maintain lobby or reception area.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered customer telephone calls promptly to avoid on-hold wait times.

Answered constant flow of customer calls with minimal wait times.

Offered advice and assistance to customers, paying attention to special needs or wants.

Responded to customer requests for products, services and company information.

Provided primary customer support to internal and external customers.

Recommended products to customers, thoroughly explaining details.

Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.

Developed community reputation through commitment to customer satisfaction and strong client relationships.

Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Delivered prompt service to prioritize customer needs.

Educated customers about billing, payment processing and support policies and procedures.

Nov 2004 - May 2005

Receptionist II / Kaiser Permanente Downey Medical Center

Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations

Receive payment and record receipts for services

Hear and resolve complaints from customers or public

Schedule appointments and maintain and update appointment calendars.

Jan 2004 - Nov 2004

Chart Room Clerk / Kaiser Permanente Downey Medical Center

Keep records of materials filed or removed, using log-books or computers

Add new material to file records or create new records as necessary

Sort or classify information according to guidelines, such as content, purpose, user criteria, or chronological, alphabetical, or numerical order

Place materials into storage receptacles, such as file cabinets, boxes, bins, or drawers, according to classification and identification information

Perform periodic inspections of materials or files to ensure correct placement, legibility, or proper condition.

EDUCATION

Jun 2002

Downey, CA

High School Diploma in

Warren High School

ASB President, Student Government President Grades 9th - 11

CERTIFICATIONS

Licensed Life Insurance Agent - Current

Notary/Loan Signing Agent- Current

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