Customer Service Representative

Career Summary: I possess an extensive background working in Healthcare, Technology, and Customer service. My work history demonstrates success in areas that required troubleshooting using an analytical approach, excellent communication and customer focused skills. I flourish in contributing to the success of the team and I excel at being accountable for my personal contribution to the organizational success.

Work Experience:

Kaiser Permanente:

Customer Service Coordinator: Feb 2018-Feb 2023

While serving in this capacity:

I actively follow the C.A.R.E. steps to ensure consistent service delivery to all members and their family

I consistently make the member the top-most priority in relation to all my other work, by pausing work to address the member with a friendly, professional demeanor

Maintains an effective working relationship with our physicians, staff and other departments

Identified/reported problems and inefficiencies in existing system and I recommend changes where appropriate to the supervisor

Works well with co-workers to build an open, collaborative approach to members presenting to us

Maintains an on-time percentage above 97-99%

Patient Service Representative: PRN Pool Sep 2018-Feb 2018

Insured that the presenting member received my full attention

Demonstrated flexibility and willingness to work where assigned

Communicated willingness to work at locations out of my region to support business needs

Demonstrated a professional confident, and caring demeanor

Worked well with Office staff at the assigned location

Fulfilled the CSC duties as needed

Education:

EMT Certified through Pierce College

Computer Skills:

Over 1 years experience working in EPIC

Advanced experience with office equipment, computer technology and troubleshooting

Computer Networking(Network + Certified)

Intermediate to advanced knowledge of Microsoft Word, Excel, PowerPoint 2010-2013, Windows 7, Win XP, Vista, Windows 8.1, Windows 10

US Army:

Primary Leadership Development Training (4-week course)

Advanced Medical Treatment Training

Relevant Work Experience: Leadership and Customer Facing Experience

Senior Minister

Schaffer Road Church of Christ Apr 2008-Current

I currently serve as the Senior minister. I took on the role during a time when the church was fragmented and losing members. My goal was to prevent additional member loss and increase the membership. We have seen 10% growth every year for the last 5 years.

Deliver 2-3 personal growth, and community focused sermons each week

Decreased church debt by 100%, by paying off a $250,000 mortgage in a 2-year period

Increased the Church’s property holdings by 5% while paying off debt

Increased Savings by 20% annually for the past 5 years

Manage a volunteer staff of 100 to successfully oversee the functioning of the organization

Philips Medical Systems:

Team Lead After-Hours Support Team-L1 and L2: 2006-2008

Assumed leadership of an After-Hours Support team that was struggling to meet the needs of Internal and External customers, and company specified metrics.

Within 1 year of being in this role, and using observation, goal driven metrics, problem solving, and process development

Helped to successfully reduced customer complaints from 4/month to 1-2 year

Increased Team FCR from 50% to 89% annually through training and process accountability

Maintained a personal 95% call resolution rate, while taking 250 calls/month

Processes and Data Capturing

Clinical Research Coordinator

Southeast Research Associates Aug 1996-Jun 1998

Interviewed potential patients for clinical research studies

Maintained 100% compliance on Patient study files

Scored a 95% grade on FDA audit for Clinical Studies, and compiled research data and transmitted the data to the Pharmaceutical company

References Available Upon Request

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