Call Center Customer Service

***************@*****.***

TENIA D ROSS (* * * ) * 2 7 - 0 0 9 3

PROFILE

I am a versatile and dynamic professional with a strong background in customer service, and team leadership. Proven ability to manage and supervise teams from healthcare administration to small cafes. Skilled in building relationships and delivering exceptional customer experiences. A fast learner and adaptable leader ready to contribute to a company’s success.

EXPERIENCE

BARISTA, LA COLOMBE SOHO NYC

APRIL 2024-PRESENT

Provide a welcoming experience by greeting customers and offering personalized recommendations. Upsell menu items by introducing seasonal drinks and new offerings.Prepare high quality espresso beverages with precision, including expertly steamed milk for the prefect texture. Offer samples of seasonal drinks to enhance customer engagement and boost sales. Assist with restocking inventory and maintaining back of house organization. Handle closing procedures, including balancing the register and securing the shop within a 30 minute timeframe. RADIOLOGY CALL CENTER, HARLEM HOSPITAL

JULY2023 — JAN.2024

Utilizing the software EPIC, the call center would receive a ticket from our corresponding software, informing a representative that a radiologist requires assistance reaching the doctor from one of seven hospitals we collaborate with. I would need to connect the qualified professionals to view the ticket due to the findings in the patient’s exam. Once the medical professional in charge of the patient is located, I would connect the two professionals to discuss the details of the patient’s exam findings. During my research to identify the appropriate team or medical professional, I would document the methods I used to connect with the doctor and radiologist on the ticket to close it out as completed work task.

SUPERVISOR OF PATIENT ACCESS SERVICES,LENOX HILL HOSPITAL APRIL 2022 — AUGUST 2023

During my night shift, I oversaw the emergency department, admitting department, and labor delivery units. As a supervisor of a team of fifteen individuals, I utilized Microsoft Excel to create monthly schedules and conducted audits of their work based on inquiries raised during the register process, insurance coverage, and the accuracy of coding. I also followed up with patients regarding their experiences in our emergency department. To ensure the well-being of the overnight staff, I provided them with food, as it is not readily available in the area. Additionally, I conducted routine check-ins with all staff members across all departments to ensure a seamless shift. I facilitated daily huddles with the team to provide updates and address any changes in the department or hospital. Monthly, I conducted one-on-one meetings with each staff member to improve their performance goals and familiarize them with hospital policies. I submitted payroll adjustments and signed off on time cards for personal time off requests. I updated reports such as chart compliance, quality assurance (QA) results, insurance denials, and removed active accounts of discharged patients. I actively participated in leadership meetings and registered patients when necessary to alleviate team burnout. Patient Access Service Representative,Lenox Hill Hospital NY NY Dec.2020 — APRIL2022

I conducted interviews to verify demographics, obtain Insurance, and financial Information. Explain required forms’ importance and obtain signatures.Collect payments, establish arrangements, and discuss payment options.After our interview is completed, I would connect families with the care tracking system and provide recovery area expectations. I often floated to our sister department “Labor and Delivery” to assist in registering new parents, doulas, and newborns. With the amount of foot traffic the unit was receiving I organize and update the Labor and Delivery Department’s Downtime Manual to improve workflows turning a chaotic high volume environment to manageable high volume environment boosting moral and creating a pleasant experience for both the patient and staff.

EDUCATION

DEWITT CLINTON HS BX NY — GRADUATE 2005

SKILLS

Great relationship builder, team player but leadership mindset, reliable, easy to work with. CPR skilled, knowledgeable in software such as excel and epic.