Customer Service Engagement

Susan Cunningham

Hesperia, CA *****

714-***-**** ***************@*****.*** WWW: Bold Profile

Summary

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Highlights

ICD-10-CM, CPT, HCPCS

HIPAA compliance

EHR

Medicare/Medicaid and Private Insurance billing and coding

CMS-1500 Claim Form

Insurance Verification, Post Payment

Strong Work Ethic

Proficient with Microsoft Office Suite

Call center management experience

Good Written Communication

Medical Terminology

Customer service

Customer engagement

Sales proficiency

Goal oriented

Experience

09/2021 to Current

Marketing

Excel Home Marketing – Anaheim, CA

Conducted outbound calls to generate leads and promote products.

Engaged potential customers, effectively communicating product benefits.

Developed scripts to enhance call effectiveness and improve customer engagement.

Trained new team members on communication techniques and sales strategies.

Managed a high volume of calls daily while maintaining professionalism and efficiency.

Completed daily cold calling and outreach to build sales pipeline.

Generated new leads through targeted cold calling efforts, expanding the company''s client base.

10/2019 to 03/2020

Customer Service Representative

Optum Bank – Cerritos, CA

Resolved customer inquiries through effective communication and problem-solving techniques.

Managed high-volume calls while maintaining composure and professionalism.

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

02/2019 to 10/2019

Tele-med Marketer

Health Core – Costa Mesa, CA

Provided Customers who have Diabetes with medical equipment personalized to their needs.

Boosted sales through the creation and execution of targeted advertising campaigns.

Called patients across the United States for follow up purposes insuring their equipment was working satisfactorily.

10/2017 to 02/2018

Confirmations Manager

Omega Home Remodeling – Cerritos, CA

My Responsibilities included confirming appointments for sales reps to see home owners and making necessary arrangements. Pre- Qualifying home owners for specific upgrades for their home. Attending meetings, noting down details of the proceedings, and drafting minutes Conveying appointment schedules to the concerned heads and taking their approvals Announcing cancellations to both the parties and informing them about rescheduling of meetings

Education

01/2018

High School Diploma: Medical Billing and Insurance Coding

UEI College - Anaheim, CA

01/2000

Business Tech of Anaheim - Anaheim, CA

Certificates in HIPAA, Medisoft, EHR, Honor Roll, CPR, CPT Coding and ICD-10-cm

Certificates in all MS office programs: MS Business Programs

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