Customer Success Service
Resume:
Tonya Rodgers
*************@*****.***
CURRENT ADDRESS:
Maumelle, AR 72113
OBJECTIVE:
Self-motivated and goal-oriented individual looking for a position that will enable me to utilize and enhance my leadership skills to exceed customer satisfaction and promote company growth. EDUCATION:
Ultimate Medical Academy: 2023 Healthcare Management Best Ticket In Town/Whirlpool Corporation: February 2004 Accounting/Business Management Marketing
Lake Michigan College Anticipated Graduation: June 2028 Accounting/Business Management Marketing
Benton Harbor High School Graduation: June 1994
General Studies
Computer Programing
Health Occupation
Fashion Merchandising
WORK EXPERIENCE:
Select Quote November 2023 - March 2025 Customer Success Agent Responsible for ensuring your customers achieve their desired outcomes while using your product Responsible for professionally providing a high level of service in a courteous manner to clients daily. Accurately and efficiently researching clients medicare information. Provided client satisfaction on the highest level and meeting their expectations. Gained valuable experience in customer service, and handled insurance information. Responsible for high remote work practices for personal/professional growth. Utilized my opportunity to enhance my communication skills, problem-solving abilities, and industry knowledge.
Assisted team mates on client solutions and being apart of a supportive and inclusive team that values diversity and provides opportunities for professional growth. Knowledge and experience in medical billing collection for clients. High ability in answering client calls efficiently as well effectively. Assisted with onboarding and training; Resolving customer issues and inquiries; Collecting customer feedback; Identifying upselling and cross-selling opportunities. Operated in position and utilized skillset of a Customer success manager with soft skills and high level qualifications demonstrated.
Served as goal-driven client advocate, working with the tools and data at their disposal to best serve as a liaison between the customer and the company.
In accuracy Completed Health Risk Assessment questionaire with clients. Data submitted for client to receive Life Insurance, Dental Insurance, Credit Resolution, and Retirement Advisory Information.
Entered, updated, and processed prescriptions in database for the client. Ensured that medications were Set up to be mailed to clients home location.
Everise C2C Representative/Billing Collections September 2023 - November 2024 Reviewed complaints, grievances Investigation- Investigates and evaluated Complaints or Grievances in collaboration with hospital units, departments, service lines, and committees. Facilitated resolution of complaints or grievances for Patients & Visitors in coordination with the Patient Relations and Clinical Risk team.
Documented patient/visitor concerns including synopsis of incident, actions taken to resolve, and outcome and document in the feedback section of the RL Datix database. Composed letters or emails to patients, visitors, physicians, and/or leadership, ensuring grammatical accuracy and according to the terms of the UAMS grievance policy. Identified, coordinated and collaborated interventions with various units/department to improve outcomes. Communicated findings verbally and in writing, as appropriate, through designated channels, while utilizing judgment of urgent need.
Validated reports and performed checks for data files prior to submission. Consulted on solutions, initiates corrective action in collaboration with nursing, and provides follow up on a regular basis. Identified systems’ related problems, via patient/visitor data/employee data, and works collaboratively with physicians, administrators and staff to resolve concerns. Communicated clearly with patients, families, and employees. Collaborated with stakeholders (units, departments, service lines, and committees) to emphasize the significant impact of patient relations’ strategies.
Assigned multiple additional duties as needed involving customer outbound contact. Rodgers Transportation & Trucking LLC Intern January 2018-December 2024 Assistant Administrative Manager
Responsible for delivering a high-quality, accurate, and consistent service experience. Delivered excellent communication skills and by placing a high value on broker needs. Respond to broker inquiries, providing quality service to clients and associates inquiring about the availability of products or status of orders. Answered and processed emails for drivers.
Adhered to all established service levels, metrics, and quality standards to ensure client and field calls are handled timely and professionally. Reviewed and recognized client concerns and proactively de escalate situations to avoid broker dissatisfaction. Expedient use of available resources and gathers necessary details to promote a positive resolution.
Administrative Office of the Courts November 2017-August 2021 Help Desk Analyst/Data Entry
Respond to telephone inquiries, providing quality service to customers and associates inquiring on orders.
Managed the progression of customers request for orders were entered in correctly. Possessed good customer service skills and ease with word processing and automation systems. Reviewed document cases for closing by accuracy.
Ensuring that all necessary documents for court orders were entered, & paperwork for proceedings were completed accurately and on time.
Maintained and completed specific process and case information. Possessed strong communication skills, both written and verbal. Completed and processed customer credit card payments for their orders accurately. Utilized my abilities to multitask & prioritize tasks effectively. Detail-oriented with a focus on accuracy and efficiency. Proven experience in customer service insurance industry. Skills proven in adaptability, and able to work independently in a remote setting. Indept ability with problem-solving skills to address complex client needs. Ability to handle high-stress situations with professionalism. Assist in Implementing procedures that ensure the problem does not occur again, or recommends products or services to better meet customers' needs. HR Block December 2016-April 2017 Customer Professional Associate Collect and process customer credit card information for item purchases. Provide professional greeting to prospective customers in a friendly and professional manner. Greeted and welcomed clients in a professional, friendly manner. Answered incoming calls, took own messages, and direct callers to the appropriate staff member Scheduled appointments for clients, ensuring that all necessary information was collected. Maintained client records, including filing documents and updating all databases. Assisted with administrative tasks such as photocopying, faxing, scanning, and mailing out documents. Monitor office supplies and order new items when needed. Ensured the reception area was always tidy/clean and organized at all times. Provided support to other departments as needed.
Processed payments from clients and ensure accuracy of financial transactions. Responded to inquiries from clients regarding their accounts or services. Followed up with clients after their visits to ensure satisfaction. Assisted with special projects as assigned by management. Greeted and welcomed clients in a professional, friendly manner. Answer incoming calls, take messages, and direct callers to the appropriate staff member. Schedule appointments for clients, ensuring that all necessary information is collected. Maintain client records, including filing documents and updating databases. Assist with administrative tasks such as photocopying, faxing, scanning, and mailing. Monitor office supplies and order new items when needed. Ensure reception area is clean and organized at all times. Provide support to other departments as needed.
Process payments from clients and ensure accuracy of financial transactions. Respond to inquiries from clients regarding their accounts or services. Follow up with clients after their visits to ensure satisfaction. Assist with special projects as assigned by management. Whirlpool Corporation December 2000-November 2017 Trade Customer Senior Support Specialist
Respond to telephone inquiries, providing quality service to customers and associates inquiring about the availability of products or status of orders. Serve as a trusted advocate for company peers, business partners and leaders to meet the need of the clients.
Continually seek periodically personal and professional development. Possessed attention to detail-oriented, agile and embrace learning multiple procedures, processes, products, and technology applications.
Mentored new hires.
Respond to clients orders efficiently.
Buchanan's Consignment June 2004-February 2005 Customer Service Associate/Cashier/Buyer Collected customer money and processed client item purchases. Provide professional greeting to prospective customers in a friendly and professional manner. Traveled in several states for purchase of merchandise to resale at company business.
Flea-Market Business June 1992-February 1993 Customer Service Associate/Cashier/Buyer Collected customer money and processed client item purchases. Provide professional greeting to prospective customers in a friendly and professional manner. Sold product to prospective clients inside the business. Hampton Grocery June 1985-June 1987 Customer Service Associate/Cashier/Buyer Collected customer money and processed client item purchases. Provide professional greeting to prospective customers in a friendly and professional manner. Traveled out of state for purchase of merchandise to resale at company business
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Skills: Collections, billing, processing, and use of epic systems in medical. VOLUNTEER EXPERIENCE:
Volunteered as a Youth Leader for Young Life
Volunteered at New Life Church for Collide apart of the back-to-school event Volunteered with Whirlpool Corporation for Habitat Humanity home build project Volunteered for United Way for safe shelter projects
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