Patricia McKenrick

Customer Service Call Center And Retention Specialist

Escondido, CA 92026

adyipa@r.postjobfree.com

+1-442-***-****

• +20 years of experience working as a CSR

• +10 years of experience working with prior authorization

• +6 years of experience working verifying benefits

• More than 3 years of experience in cash handling and customer experience

• Qualified to take inbound/outbound calls and recognize and resolve customer complaints.

• Able to communicate effectively with a team and very keen to develop more professional skills, such as computer networking

• Excel in ensuring that customer needs are met and satisfactory answers to problems and questions are provided

• Skilled in Microsoft Word tools and data entry, Salesforce, Outlook, Five9, 3CX, Zendesk, Omnis, CRM and many other apps and software that are used for good customer service

• Skills include creative problem solving of customer service complaints by implementing the three A’s to acknowledge, align and assure

• Vaccinated

Authorized to work in the US for any employer

Work Experience

Caregiver

Tim and Norine Mckenrick - Escondido, CA

June 2022 to April 2023

Assisted two adults with daily routine of bathing, dressing, changing, wound care and administering medications and monitoring of sugar levels.

Cleaned home, cooked meals, laundry, dishes and yard. Scheduled Doctor's appointments, paid bills and made sure were safe and comfortable by always having empathy, compassion, respect and making sure dignity in tact. Ended due to client's passing.

SARS/COVID-19 Contact Tracer/Case Investigator

Medasource/Tacoma School District - Las Vegas, NV

February 2022 to April 2022

• Identified people who may have had COVID-19 so they could avoid spreading it to others. It helped to track and prevent the spread of COVID-19.

• Contact tracing starts with a person who tested positive and said person will be advised to stay home except to get medical care until they are no longer contagious. I did this for the Tacoma Health District along with the Tacoma School District.

Contact Tracer, Customer Service, Retention, Specialized Services Southern Nevada Health District/Nsync/CSAA - Las Vegas, NV June 2021 to November 2021

● Contact tracing of Covid 19 cases for Southern Nevada Health District

● Scheduling for Covid 19 Vaccinations

● Updating and entering demographics into official immunization records for Nevada

● Inbound and outbound calls and other specialized services and projects for the health district. CSR - Customer Service Representative

Anthem BCBS/AppleOne Employment (Contract/Temp) - Remote September 2020 to June 2021

• Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.

• Analyzed problems and provided information/solutions.

• Operated a PC/image station to obtain and extract information and entered into the database.

• Developed and maintained positive customer relations and coordinated using various functions within the company to ensure customer requests and questions were handled appropriately and in a timely manner.

• Researched and analyzed data to address operational challenges and customer service issues.

• Under immediate supervision, received and placed follow-up telephone calls / emails to answer customer questions that were routine in nature.

• Used computerized systems for tracking, information gathering and troubleshooting.

• Required to be knowledgeable about company services, products, insurance benefits, provider contracts and claims.

CSR - Customer Service Representative/Remote/Work From Home TTEC/Verizon Wireless - Las Vegas, NV

March 2020 to August 2020

• Accepted inbound calls from customers

• Effectively resolved issues or concerns

• Gathered information from the customer to make appropriate recommendations for new products and services

• Delivered amazing customer service

Customer Service Representative

Working Solutions (Independent Contractor) for Datalot - Remote November 2018 to July 2020

• Helped customers and companies connect.

• Datalot customers were to hear a human voice on the other end of the phone line; not a distant, automated recording and used a cloud-based call center where potential customers always encountered a real person when they needed help with their insurance choices.

• Helped companies in all lines of business, from health insurance to home improvement, find and connect with qualified customers because person-to-person interactions were a key ingredient in customer acquisition.

Fundraiser and Trainer

Courtesy Call Inc - Las Vegas, NV

June 2007 to October 2018

• Contacted communities nationwide for 16 different foundations.

• Represented them in a professional manner and persuaded individuals to donate to the charity or cause by giving information and answering all questions about the foundation and what it does.

• Trained new employees how to become a successful fundraiser. Flooring Mechanic/Co-Owner

DP&R Flooring and Pats Floors N More - Las Vegas, NV March 1995 to August 2008

• Co-Owned a flooring installation business that included getting accounts and customers utilizing several flooring companies and carpet supply stores in Las Vegas.

• For several years my partner and I worked for Consolidated Carpet, Carpet Barn, Nevada Contract Carpet, Brocks, Carpet Barn, Mesquite Tile and Flooring, Coverall, Fullerton's and Builders Design Source.

• Customer Service/Sales Representative/Merchant Account Representative Customer Service Account Representative

NOS Communications - Las Vegas, NV

January 1996 to August 2001

● Data entry

● Sales of local and long distance services for small to midsize businesses throughout the United States.

● Telecommunications.

● Account Rep.

Plumber/Pipefitter

Local 525 - Las Vegas, NV

September 1992 to November 1995

● Went through an Apprenticeship program learning plumbing, pipe fitting, welding and HVAC repairs.

● Worked on many large projects that included; MGM, Treasure Island, Ballys and Caesars Palace. This included new construction to remodels installing water lines, plumbing, freezer boxes, HVAC units, welding and parts runner.

Data Entry Clerk

Sierra Health Services/Health Plan of Nevada - Las Vegas, NV November 1990 to August 1992

● Administrative duties included

● Filing

● Customer Service for billing issues

● Charting

● Answering and routing phone calls

● Scheduled Doctors’ Appointments

● Data entry

● Sorted incoming mail to be microfilmed and stored.

● Transported patients to the various departments

Customer Service Representative

Citibank of Nevada-Credit Card Division - Las Vegas, NV January 1989 to August 1990

● Customer service for Mastercard and Visa card holders.

● Answered questions concerning accounts,

● Resolved problems,

● Increased card limits and made reports of lost or stolen credit cards. Data Entry/Administrative Assistant

State Industrial Insurance Services - Las Vegas, NV December 1986 to November 1988

● C 3 and C 4 forms logged industrial accidents,

● Answered and routed phone calls,

● Received mail daily to be sorted,

● Logged, microfilmed then filed.

● Updated and logged all changes or additions to OSHA requirements Phlebotomist

Sunrise Hospital and Medical Center - Las Vegas, NV October 1985 to November 1986

● Extracted blood specimens from patients throughout all hospital departments for testing.

● Front and back office clerical duties as needed. Phlebotomist

Hyland Plasma - Las Vegas, NV

September 1984 to September 1985

● Interviewed and processed donors for plasma extraction,

● Took vital signs,

● Drew blood for testing and general administrative duties. Education

Certification/Diploma in Medical Assistant

American Academy for Medical Assistants - Las Vegas, NV September 1984 to June 1985

High School Diploma

Western High School - Las Vegas, NV

September 1981 to 1983

Skills

• Zendesk

• Fundraising

• Salesforce

• Business Development

• Telecommunication

• Cold Calling

• Help Desk

• Account Management

• Authentication

• CRM Software

• Operating Systems

• LAN

• Computer Networking

• Linux

• Active Directory

• Microsoft Windows Server

• Alzheimer's Care

• VMWare

• TCP/IP

• PowerShell

• DHCP

• VoIP

• Troubleshooting

• Azure

• Citrix

• Network Support

Certifications and Licenses

Nevada State Health Exam

September 2020 to Present

Pearson

47070

VUE

NEVADA DIVISION OF INSURANCE

Name: Address: City: State:

Patricia Mckenrick Maryland Pkwy las Vegas

89119

NV

Pearson VUE ID:

Date of Birth: Exam Date:

Exam Name:

NVINS137770

11/30/1964 9/23/2020

NV Accident and Health

Examination Result: Pass

Passing Score

Your Score

80

Pass

Congratulations on passing your examination!

Validation Number: 382321614

Assessments

Sales skills — Proficient

April 2022

Influencing and negotiating with customers

Full results: Proficient

Customer service — Proficient

April 2021

Identifying and resolving common customer issues

Full results: Proficient

Customer focus & orientation — Proficient

May 2021

Responding to customer situations with sensitivity Full results: Proficient

Technical support: Customer situations — Proficient April 2023

Responding to technical support situations with sensitivity Full results: Proficient

Call center customer service — Proficient

April 2021

Demonstrating customer service skills in a call center setting Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

Reference:

Taylor Restivo, MPH 1-206-***-****

(April 20, 2022, Taylor managed Patricia directly)

• Patricia came on my team back in February 2022 as a SARS/COVID-19 Contact Tracer/Case Investigator and has been a delight to lead. Patricia does her very best to bring charisma-optimism to the team when interacting with myself or other team members supporting schools. She was very good and responsive to the needs and support requested of her when addressing her assigned to schools. Patricia was very accountable and received constructive criticism very well with an open mind approach and even taught me a few things. She stands strong with her morals and principles that will not be detoured: brings great work ethic, with a great attitude, with only one goal in mind; completing the job with full client satisfaction. Patricia is a hardworking asset that any employer or lead would have the privileges' to have on their teams.

https://www.linkedin.com/in/patricia-mckenrick-83a8a19a/

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