Customer Service Representative
Resume:
Gerlanda DeCaro
*****************@*****.***
Pawtucket, Rhode Island
Work Experience
Ortho Rhode Island
Front Desk Receptionist, Warwick RI
(SEP 2023- Present)
Job Duties
Patient Check-In and Customer Service: Welcome patients warmly and efficiently facilitate check-in for scheduled appointments, verifying personal details and ensuring all necessary documentation is collected.
Document and Data Management: Accurately scan and upload patient documents. Including identification, insurance cards, and referral forms into the electronic medical records system, ensuring compliance with HIPPA and office standards.
Payment Processing and Financial Transactions: Process patient co-pays, outstanding balances and other payments through multiple methods, maintaining accuracy in accounting and adherence to company protocols.
Office Coordination and Administrative Support: Assist in managing the front office, including answering phone calls, handling patient questions and supporting the medical staff.
Customer Service Representative
Citizens Bank, Johnston, RI
(April 2023- September 2023)
Job Duties
Inbound and Outbound Call Management: Responded to a high volume of inbound customer calls regarding customer inquiries, as well as conducted outbound follow-up calls.
Customer Information Verification: Verified customer identities and account information following bank policies and federal regulations to maintain security and prevent fraud.
Account Documentation and Notation: Accurately documented customer interactions, updates, and resolutions in the system, ensuring records are correct.
Call Transfers and Cross-department Coordination: Transferred calls to appropriate departments, ensuring customers were connected to the correct department to address their needs.
Customer Service Representative
Hertz Car Rental – Warwick, RI
(February 2021- April 2023)
Job Duties
Customer Reservation Management: Assisted customers in making vehicle reservations, both in-person and over the phone, offering detailed information on vehicle availability, rental terms and pricing to ensure a smooth rental experience.
Rental Returns and Process Optimization: Facilitate the efficient return process by inspecting returned vehicles for damages, closing out rental agreements and ensuring customer satisfaction throughout the end of rental experience.
Fleet Management and Vehicle Preparation: Assisted in the coordination of vehicle returns, inspections, and preparation by cleaning and moving cars to ensure they were rental ready and met company standards for cleanliness and safety.
Account Management and Documentation: Managed customer accounts by verifying rental agreements, updating personal information, and ensuring accurate billing, while maintaining compliance with company policies and procedures. Customer Service Representative
HealthSource Rhode Island – East Providence, RI
(November 2020- January 2021)
Job Duties
Data Entry and Account Documentation: Accurately documented all customer interactions, account changes, and cancellations in the system, ensuring that records and information were up to date for future reference and compliance.
Customer Greeting and Engagement: Warmly greeted customers following a structured script to ensure consistent, high-quality service and adherence to organizational standards.
Membership Management: Processed membership cancellations efficiently, either upon customer request or due to non-payment, ensuring accurate updates to customer accounts and compliance with company policies.
Issue Resolution and Escalation: Assisted customers in resolving issues related to memberships, billing, and account status, escalating complex cases to the appropriate departments when necessary to ensure a smooth customer experience.
Education
Community College of Rhode Island, Warwick, RI
Completed Courses: History, Math, Sociology, and English GPA: 3.5
Shea High School, Pawtucket, RI
GPA: 3.4
Graduation year: June 2017
Skills
Medical Office Expertise
Administrative & Office Management
Problem Solving & Adaptability
Customer Satisfaction Oriented
Technical Proficiency
Certifications
CPR Certification
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