Summary of Qualifications:
Experienced Customer Care Representative with excellent telephone etiquette and call resolution, proficient in the following: SAP Proficient, CRM qualified, Main Frame, LiveOps, ShoreTel, Microsoft Office Suite, Excel, MLTS.
2017 – PRESENT UGI UTILITIES
GAS CONVERSION/SALES SPECIALIST
Satisfactorily manage the residential existing home conversion process including the sale, investment estimate, profitability analysis and installation process communications for prospects along the main. Also handle all other natural gas new service and connection calls while promoting customer satisfaction.
Total ISG Sales - Adjusted Close Rate: Annual Goal 80% of assigned leads, Leads Created: average 50-80 monthly.
General Knowledge –Public Utility Commission Policies.
Inactive follow up – review orders within 1 business day. Track and maintain records and follow up with customers as required.
Maintain low error rate with customer correspondence.
2017 – 2019
CUSTOMER CARE REPRESENTATIVE III, UGI UTILITIES
Managing large amounts of inbound and outbound calls on all skill sets within the call center while adhering to PUC rules. Achieving a zero-error rate and zero supervisor call backs. Prioritizing side projects: user with out, OFRS, portal emails, customer mail, and outbound collections. Assisted in floor training multiple new hires.
2013 – 2017 COMMONWEALTH ORTHOPEDIC
SCHEDULING COORDINATOR, COMMONWEALTH ORTHOPEDIC
Scheduling in office appointments for multiple doctors and physician assistants, Scheduling and Verifying workman’s compensation with the adjustor, identify patients with particular needs and solve problems accordingly. Ensuring there is enough time between appointments to allow physician to complete certain medical examinations and procedures, Update account information at the point of scheduling. Fax and scan documents.
2009-2013 READING NEPHROLOGY
MEDICAL SECRETARY, READING NEPHROLOGY
Check in and check out duties, answering all incoming phone calls, verifying patient insurance and entering it into centricity, taking patients back to the exam room for weights and prep for the doctor, Call in prescriptions, and Patient reminder calls.
2007-2009 TOWER HEALTH
UNIT SECRETARY, READING HOSPITAL
Transcribes orders legibly and accurately, Maintains patient charts in accordance with current policy; i.e. Sheets charts, files reports, charts temps, keeps charts in proper order, Prepares admission and transfer charts and organizes discharge charts, Organize and complies unit records in accordance with hospital policy, and Maintained 21 charts in the ICU Department.
Graduated Governor Mifflin High School
Graduated Berks Career and Technology Center West Campus (Child Development)