Customer Service & Recruiting Specialist
Resume:
L Lancaster, OH *****
Laura Nanna ************@*****.***
Summary
Reliable and adept at operating independently with little supervision. History of meeting high productivity, quality and performance standards. Eager to provide excellent customer service. Excellent communicator with solid record of success and strong knowledge in customer service and maintaining long term relationships with customers/clients by giving outstanding customer service and appreciation. Goal driven to provide customer satisfaction keeping the companies integrity and reputation on the for front . Talented Collections Specialist persistent with customers and seasoned in overcoming objectives. Hardworking and reliable with strong ability to over come obstacles, detailed oriented and strive to go above and beyond. Highly organized, proactive, punctual and self motivated with a team-oriented mentality .mentality.xxxxx One of my greatest accomplishments was generating enough client/aid recruitments to constitute our owner to add another branch office isn another county.
Skills
Call Center Background Persuasive Negotiation
Investigation Due Diligence Billing Practices
Records Maintenance Trend Identification and Forecasting
Customer Research Customer Relationship Management
Familiar With Locating Individuals Performance Improvement Techniques
Records Management Persuasion Strategies
Payment Acceptance Proficient in many Microsoft
Process Optimization/Improvements applications
Work remotely and independently without direct supervision
Able to generate larger client/aid enrollment though recruitment and large meet and greet scenarios and social media advertising.
Experience
March 2022- 6 Roses Home Healthcare
Current. Lancaster, Ohio
Marketing/Recruiting/STNA
Generate a larger client / aid base through social media presence and large meet and greet events
Work remotely as well as in office and travel to different locations for events
Conduct interviews and orientations for onboarding
Preform home visits with elderly clients as an STNA to allow them to live in their own homes
Very knowledgeable in the Medicare/Medicare intake process and how to qualify for in home services through managed care plans and the communication it takes with case managers
Great, personality with empathy, concern and client care and needs foremost.
Abide by HIPPA and Medicaid law.
Self motivated and detail oriented. As well as resourceful and creative.
Able to take direction as well as make educated and informed decisions on my own
Applications used Microsoft word,, outlook, excel, office, zoom, webcam, head phone application and on monitor phone call ability as well as multi phone lines, multiple monitors,
November 2021 to Discover Card
March 2022 New Albany, OH
Collections Specialist
Fully Remote (work from home office) training and employment
Notified customers of delinquent accounts with attempt to collect outstanding amounts.
Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
Processed payments over phone and set up recurring drafts.
Received payment and posted to appropriate customer accounts.
Arranged for debt repayment and established repayment schedule based on customer finances.
Recorded and updated customer personal accounts with accurate contact information.
Met demands of busy collections group by performing high volume of daily calls.
Reviewed accounts to determine payment plan compliance.
Recorded information about customers' financial status and collections status efforts. Located and monitored overdue accounts using billing system to begin collections process.
Negotiated credit extensions to assist customers in paying overdue accounts.
Located debtors by utilizing skip tracking and other strategies.
Completed skip traces on customers failing respond to collection efforts.
Overcame objections by applying advanced training and persuasion techniques.
Located and notified customers of delinquent accounts by mail, telephone or personal visits to solicit payment.
Liaised with management to identify issues attributing to account delinquency and discuss solutions to bring in revenue.
Developed collection methods to achieve or exceed company financial goals.
Established solid record of maintaining consistent performance and quality levels.
Applications used Microsoft office, word, excel, teams, multiple monitors, onscreen phone system, multi call, headphones and dial out ability via computer, web cam, zoom conf call etc
March 2014 to October 2021
Anderson Merchandisers, LLC
Plano, TX
Territory Sales Lead
Full Remote (work from home office) training and employment
Developed and implemented sales territory growth strategies and ambitious objectives.
Worked with sales management to indicate developmental opportunities in related lines.
Grew business from established territory partners.
Reviewed customer complaints to determine appropriate methods for resolution.
Recruited and trained new employees to meet job requirements.
Mentored newly hired employees by explaining tactics for building sales and report Motivated sales professionals by delivering positive reinforcement and constructive feedback.
Directed schedule of weekly projects and anticipated timelines for milestones and completion dates.
Used video conferencing solutions to communicate and train personnel in remote offices.
Led staff meetings for team of 6 to communicate directives
Trained 6 employees for merchandising and sales routes
December 2010 to July 2014
Ohio Department of Medicaid
Columbus, OH
STNA (State Tested Nursing Assistant)
Fully Remote (work from home office)
In home client visits and employment duties
Remote continuing education as well as in person continuing education
Provided basic patient care by bathing and grooming patients, changing bedding and assisting in feeding activities.
Documented patient intake and dietary requirements and aided with feeding and monitoring.
Performed light cleaning duties by emptying wastebaskets, sweeping, mopping and sanitizing surfaces.
Documented information in patient charts and communicated status updates to interdisciplinary care team.
Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
Examined and treated patient lacerations, contusions and physical symptoms and referred patients to other medical professionals.
Guaranteed accurate, timely flow of information by maintaining patient charts and updating healthcare team on patient status.
Recorded patient conditions and vital signs before and after in home visits Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
Used mobility devices to transport patients.
Administered medications to patients and performed follow-ups regarding prescriptions and supplements.
Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
Collected specimens, monitored vitals and maximized patient comfort to maintain
optimal environment.
Helped residents walk with or without self-help devices.
Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
Managed and maintained patient rooms, shared-living areas and nursing stations.
Performed inventory by monitoring expiration of medical supplies and medications. Explained various warnings, side effects and dosage requirements of medications. Guaranteed accurate, timely flow of information by maintaining patient charts and updating healthcare team on patient status.
Exhibited compassionate care and communication regarding issues surrounding death and dying.
Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
Education and Training
September 2010
June 1988
Tri County Adult
Nelsonville, OH
STNA
State Tested Nursing Assistant
Grove City High School
Grove City, OH
College Prep
High School
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