Customer Service Medical Center
Resume:
Toni M. Manuel
Richmond Heights, Ohio 44143
Cell: 216-***-****
Email: ***********@*****.***
Objective:
Highly enthusiastic customer service professional with over fifteen plus years of client interface experience. Seeking a human resource assistant position to apply excellent multitasking and analytical skills in effectively fulfilling the responsibilities for the position.
Core Competencies:
• Communication • Integrity
• Customer Service • Time Management
• Planning and Evaluation • Detail Oriented
Professional Experience:
Administration Office (fee base), Louis Stokes VA Medical Center 2018-Present Voucher Examiner
• Prepare and mail client invoices within expected timeframes to promote likelihood of on-time payments.
• Process customer payments and set up payment plans.
• Thoroughly maintains accuracy when reviewing and reconciling general ledger; conscientiously attending to detail.
• Research and resolved collections disputes to maintain customer relationships.
• Answered calls and responded to inquiries from various parties, using strong active listening and open-ended questioning skills to resolve problems.
• Deescalate problematic customer concerns by listening to others, attending to nonverbal cues, and responding appropriately.
• Document communication with customers to track requests, problems and solutions.
• Access customer account information to determine current issues and potential solutions.
• Inform customers about billing procedures, processed payments and payment option setup assistance.
• Consult with customers to determine best methods to resolve service and billing issues.
• Effectively expresses information both verbally and in writing to individuals or groups. Veteran Canteen Services, Louis Stokes VA Medical Center 2014-2018 Customer Service Representative
• Committed to quality service.
• Cater for all hospital functions and subsequently heightening morale.
• Maintain a positive relationship with customers.
• Use customer retention techniques to ensure customers feel valued to resolve their issues, and promote company goals and objectives.
• Promote the company's products and services to customers.
• Provide information to customer and staff regarding items within the canteen.
• Prepare a variety of recurring and special reports for opening and closing cash register.
• Attend regular meetings with section chief and other team members to help coordinate store policies.
• Organize work, sets priorities, and determine resource requirements. Veterans Industries, Louis Stokes VA Medical Center 2013-2014 Canteen Assistant/Customer Service Representative
• Responds to all customer inquiries and complaints.
• Sought out up-to-date information on products, services, and procedures.
• Promote the company's products and services to customers.
• Direct requests and unresolved issues to other colleagues.
• Obtain and monitor supplies and evaluate outcomes. Glorious Creations 2008-2013
Entrepreneur/Caterer
• Supervise catering employees at special events.
• Answer and direct phone calls to ensure customer order requirements are in excellent and efficient order.
• Match particular orders to the appropriate section based upon the priority schedule.
• Manage/Control finances and operations.
• Experience in working in a busy fast paced environment. Dial America – Call Center 2008-2010
Outbound Call Representative
• Responsible for the sale of magazine subscriptions benefiting the Special Olympics.
• Enter all customer data into company computer.
• Consistently met daily, weekly, and monthly sales goals.
• Answer and screen calls and take appropriate follow-up action.
• Work collaboratively with other sales departments to determine the sequence of priority orders. English Concessions, Cleveland Hopkins Airport 2003-2006 Retail Supervisor
• Responsible for training sales and customer service staff.
• Negotiated major sales transactions via phone and in-person.
• Maintain up to date paper and computer based files. Lutheran Medical Center 1991-1993
Division/Ward Clerk
• Liaison between nursing staff, doctors, patients, and family members.
• Process patient admissions, discharges, and transfers.
• Nursing station receptionist.
• Answer and direct phone calls incoming calls, taking detailed messages when necessary.
• Return customer calls, providing sufficient answers to questions.
• Daily review of active/pending consults, requests, and orders; Daily review of Electronic Wait List, Recall list and audio-care communications for accuracy and disposition
• Coordinate and scheduled labs and other test for patients.
• Where appropriate ensures patient has prep material for test(s) and monitor pre-appointment requirements to ensure readiness.
• Explain to patient and beneficiaries’ protocol.
• Participate in huddles/meetings with other interdisciplinary members to manage and plan patient care/flow.
• Identify and develop methods to resolve problems with administrative and clinical staff.
• Interpret and apply a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of the department.
• Generate patient workload reports dealing with scheduling and assuring accurate reporting. Military Experience:
United States Army 1980-1986
Education:
Jane Adams High School – Diploma 1978
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