Customer Service Call Center

Betty M. Sutton

Customer Service Professional

Chicago, IL 60623 773-***-**** *************@*****.***

Results-Driven Customer Service Professional with a proven record of exceeding aggressive performance metrics within customer service, office operations and team management. Elite communicator continually focused on strengthening relationships that result in top-tier client relationships while providing comprehensive service. Output-driven leader credited with sound decision-making skills in regards to process-flow, development, training and customer service.

15+ years in Customer Service & Administrative Operations

Extensive Call Center Experience

Supervisory & Process Liaison for New and Onboarding Employees

Healthcare Testing/Procedural Protocol Proficiency

Competent in Program Operations and Management

Areas of Expertise

SafeTrace

Mosaic

Project & Team Leadership

Oracle Software Application

Salesforce

Epic Health Record Software

Avaya Telephone System

Cyber Source

MS Office 2013

eClincal

Professional Experience

Uber Chicagoland Area 2023- current

Rideshare Driver

●Pick up and drop off passengers at their requested location

●Follow traffic laws and regulations

●Use GPS to navigate to destinations

●Keep the vehicle clean and in good working order

●Communicate with passengers

●Help load and unload the vehicle

●Maintain the phone app

●Respond to passenger inquiries and requests

●Follow company policies and procedures

Advent Health . Lagrange, IL. 2022- 2023

Customer Service Advocate

●Answered up to 100 calls taking messages and transferring calls to appropriate individuals

●Assisted patients with insurance billing and payments and documented information in the computer regarding patients’ account

●Coordinated and communicated between patients’ family members and medical staff

●Collected co-payments

●Explained policies and procedures and service to patients using medical and administrative knowledge

●Greet and check patients in and out

●Schedule and confirm patient appointments

Weil Foot & Ankle Institute Oak Park, IL 2021 - 2022

Patient Service Representative

●Answered up to 100 calls taking messages and transferring calls to appropriate individuals

●Assisted patients with insurance billing and payments and documented information in the computer regarding patients’ account

●Coordinated and communicated between patients’ family members and medical staff

●Collected co-payments

●Explained policies and procedures and service to patients using medical and administrative knowledge

●Greet and check patients in and out

●Schedule and confirm patient appointments

Associa Chicagoland Chicago, IL 2016 - 2020

CUSTOMER CARE SPECIALIST

●Resolve homeowner concerns via phone and email

●Handle customer service requests for maintenance, account balance inquiries and other issues

●Use telephones to reach out to homeowners and verify account information

●Greet homeowners warmly and ascertain problem or reason for calling

●Work directly with community managers and other departments

●Issuing and updating work orders

●Strong in multitasking and proven to follow through on assigned tasks and responsibilities

Elmhurst Hospital Elmhurst, IL 2016 - 2016

REGISTRATION

●Register Patients

●Reviewing and correcting patient registration information in the computer system

●Verifying insurance coverage and eligibility on all hospital inpatient and outpatient accounts

●Gathering necessary proof of insurance coverage, working closely with other departments regarding the certification process and exchanges and/or relays patient insurance information

Follett Higher Education Group Aurora, IL 2011 - 2016

Customer Service Representative

●Assisted students and parents with renting, buying and processing refunds for textbooks via phone and email in a high-volume inbound center

●Handled, on average, 100+inbound calls and exceeded departmental performance metrics

●Recruited and trained new seasonal employees

Life Source Blood Services Glenview, IL 2000 – 2010

Supervisor/Customer Service

●Supervised staff of 80 employees including hiring, scheduling, assignments, evaluations, processing and training

●Oversaw and monitored telephone staff within high-volume call center

●Met and exceeded all deadlines and quotas by 15% in highly pressured setting

●Worked closely with new and current donors to answer questions and resolve problems and to solicit donations to blood services

●Planned, organized and conducted training for 100 current and new employees

Education & Development

Certificate in Microcomputer Business Systems The College of Office Technology Chicago, IL

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