Customer Service
Resume:
Nancy Haines
Pittsburgh, Pennsylvania
Email: *************@*****.***
https://www.linkedin.com/in/nancy-haines-3a6909314/
Objective
Highly motivated customer service professional with experience in handling diverse customer inquiries, looking to utilize my empathetic approach to building positive customer relationships and contributing to a positive customer experience.
Experience
Adecco Pittsburgh, PA
Customer Service/Support Lead/Fraud Specialist May 2021 – Present
Handled high-volume question bridge, helping other customer service agents detect and resolve issues with unemployment claims, and detect fraudulent activity, escalating issues when necessary.
Demonstrated strong problem-solving skills by quickly resolving claimant issues while handling a high volume of incoming calls from claimants to help answer questions regarding their claims.
Assisted claimants in navigating the unemployment CRM system and helped rapidly resolve technical issues.
Handled a high volume of outbound calls to claimants to help resolve issues with their unemployment promptly and efficiently.
Acted as a liaison between claimants and claim specialists, to identify eligibility issues with claims to help resolve claim issues promptly and professionally, while providing excellent customer service, and maintaining customer satisfaction.
Analyzed claimant accounts utilizing data analysis techniques to detect fraudulent patterns on claims and report potentially fraudulent activity to prevent identity theft.
Trained and coached new customer service representatives on CRM systems.
Mega Clean Pittsburgh, PA
Manager June 2019 to February 2021
Managed a team of cleaners for Airbnb properties, ensuring all tasks were completed efficiently and to a high standard, and trained new staff members in proper cleaning techniques and safety procedures.
Collaborated with property managers to address client's needs and maintain client satisfaction.
Scheduled and coordinated cleaning appointments with clients, ensuring timely service delivery.
Maintained cleaning supplies and equipment inventory, ensuring consistent availability for staff.
Provided exceptional customer service, responding promptly to inquiries and resolving issues effectively.
Career Break
Caregiver/Homeschool Parent June 2009-June 2020
I took a Leave of Absence to care for my disabled child, who required 24-hour care to support them with their daily activities, routines, and schooling.
Communicated effectively with medical professionals to coordinate doctors, surgical, and therapist appointments, manage medication schedules, and assist with activities of daily living.
Organized and facilitated educational activities and developed creative lesson plans for my child's special education requirements, adapting teaching methods and instructional materials to meet my child's varying needs and interests.
Organized hands-on instructional activities to supplement textbook instruction to engage and motivate my child. Researched and chose the appropriate curriculum to meet my child's abilities and grade levels.
Assembled and submitted student portfolios to our local school district to satisfy legal guidelines and successfully met all state requirements for high school graduation.
During this time, I also worked as a private caregiver for a client with MS assisting them with their daily activities.
Also during this time, I volunteered at my church teaching Sunday school to high school students, served on the church vestry in charge of fundraising, and served on the alter guild.
Concentra Pittsburgh, PA
Medical Assistant May 2004-April 2009
Worked as a Medical Assistant in a Worker's Compensation/Urgent Care clinic, assisting physicians with patient physicals, examinations, minor surgical procedures, and wound care. Performed EKGs, and vital sign measurements for patient assessments, while collaborating with other healthcare team members to ensure optimal patient care and outcomes. Provided patient education on medications and injury care.
Managed electronic health records and scheduled patient appointments for tests at other healthcare facilities. ·
Performed phlebotomy procedures and conducted specimen collection for laboratory testing.
Conducted alcohol breathalyzer testing, psychemedic hair collections, drug testing, and processed instant tests, while maintaining a clean and safe work environment, ensuring collection procedures are followed, and following chain of custody requirements.
Performed spirometry and audiometric testing for physicals and was a Certified Occupational Hearing Conservationist.
Career Training Academy Pittsburgh, PA
Medical Assistant Instructor November 2004-May 2005
Developed and implemented a curriculum for a medical assisting program for a diverse student population.
Provided hands-on training in clinical procedures and medical terminology.
Managed student progress and provided constructive feedback on performance.
Liken Healthcare Pittsburgh, PA
Medical Assistant October 1999-February 2002
Performed both front and back-office duties in both hospital and clinical settings, including internal medicine, orthopedics, urology, neurology, and OB/GYN.
Assisted physicians with examinations, procedures, and treatments, including pap smears, cervical biopsies, cystoscopies, biopsies, and vasectomies.
Administered medications and injections as directed by a healthcare provider.
Supported patients with instructions for follow-up care and medication management, providing excellent customer service to ensure patient satisfaction.
Managed electronic health records and maintained patient confidentiality.
Scheduled appointments, reconciled billing, and managed insurance claims.
Skills
Adept in training and mentoring customer service staff
Exceptional conflict resolution skills
Excellent communication and interpersonal skills
Strong problem-solving and analytical capabilities
Strong active and empathic listening skills
Exceptional organizational and multitasking skills
Microsoft 360
Outlook
Microsoft Teams
CRM/Salesforce
Education
CCAC Pittsburgh, PA August 2024-Present
Course of study: Psychology/Drug and Alcohol Counseling
Akron Medical Dental Institute Akron, OH August 1992-August 1993
Course of study: Medical Assisting
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