Customer Service Quality Assurance
Resume:
December **** to Current
Lillie M Cannion-Davis
Summary
Results-driven Customer Service Professional with extensive supervision and oversight experience. Proficient in utilizing Microsoft Office to create exceptional communications, presentations, and spreadsheets to meet diverse administrative needs. Committed to maximizing customer satisfaction and exceeding business objectives through organized communication skills, coaching, and training. Strong multitasker with excellent time management abilities, dedicated to delivering positive and memorable customer experiences. Skills
Complaint resolution
Training and mentoring
Handling Escalations
Talent Development
Call Monitoring
One Call Resolution
Quality Assurance
Skilled multi-tasker
Conflict Management
Positive and Constructive Feedback
Team Building and Leadership
Training and coaching
Continuous Improvement
Product Knowledge
Performance Evaluations
Relationship Building
Experience
Medfast Urgent Care
Intake Specialist
Melbourne, FL
Patient information: Verify insurance, collect payments, enter information into patient charts, and scan documentsAnswered and logged incoming inquiries via phone, fax and email. Communication: Answer phones and greet patients in a friendly and personable manner Stress management: Remain calm during stressful situations obtain the patient's medical history, physical and mental state, special requirements and needs by asking them a variety of questions. In a legal setting, specialists record the client's history and why they are seeking legal
Processed paperwork, obtained billing forms and secured confidential information. Maintained positive attitude and effectively de-escalated clients during crisis situations. Issued, gathered and inspected intake forms to confirm correct signatures and information. Updated patient information on computer system to maintain billing accuracy. Verified insurance eligibility, benefits and patient liabilities for defined services. Maintained clinical records and required paperwork in compliance with agency standards. Made outbound calls to providers to obtain information necessary to create or update authorization. Conducted patient intake interviews to collect medical information and insurance details. Compiled physical and digital documents, charts and reports. Spectrum [Charter Communications Inc]
Customer Services Supervisor
Melbourne, FL
Melbourne, FL 32901-7923 - 321-***-**** - ******************@*****.*** - WWW: Bold Profile 1974
1972
Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
Maintained knowledge of company products and services to promptly resolve complaints and concerns. Evaluated employee job performance and motivated staff to improve productivity. Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Delivered continuous training to associates to maximize performance and customer relations skills. Monitored phone calls to provide feedback and coaching. Demonstrated excellent communication skills in resolving product and consumer complaints. Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction. Assisted staff with resolving complex customer issues and implementing targeted solutions. Set clear expectations and helped employees pursue optimal paths for achieving each target. Conducted training and offered staff development opportunities to decrease process lags. Delivered fast, friendly and knowledgeable service for routine questions and service complaints. Conducted research and reviewed findings to solve customer issues. Processed documentation and troubleshot discrepancies to build client rapport. Led team engagement to assist cross-functional departments and achieve goals. Education and Training
Associates of Arts: General Studies 1976
Associate of Arts: General Studies
Cocoa, FL
Eau Gallie High School
High School Diploma
Melbourne, FL
Albany State University
Some College (No Degree): Political Science
Albany, GA
Coursework with concentration in Political Science/History/Pre-law President and Member of Albany State Political Science Club Degree not achieved
Accomplishments
Received Supervisor of Month Awards
Award of Excellence
Earned Top "5" Supervisor of Month Awards
President of the Albany State Political Science Club
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