Experience-Driven Customer Relations Specialist
Resume:
Margaret J. Thompson
Chicago, Il 60649
***********@*****.***
Profile
Over ten years of experience successfully interacting w/ management, technicians, representatives and customers to effectively problem solve. I Possess strong communication skills leading to good rapport w/ customers in retaining their confidence and business.
EDUCATION
Southern University Online Savannah, GA Business Management B.A 2013 ITT technical Institute Chicago, Il Computer Networking A.A 2004 EXPERIENCE
04/03/2023 to 9/14/2025 Endeavor Health
Patient Access Representative I
*Handle patients requests, over the phone, for multiple Medical Offices/Hospital departments while applying correct workflows and protocols
*Simultaneously collect information from patients and enter data into our electronic health record system (called EPIC) *Schedule appointments, procedures, and events at our NorthShore locations
*Register and verify insurance eligibility, informing the patients of their financial responsibility
*Promote key initiatives for Patient Access Center and NorthShore (i.e. online services)
*Adhere to privacy (HIPAA) guidelines when speaking with patients and families
*Route calls to correct administrative and clinical departments after assessing patients' needs
*Supports departmental changes, demonstrating flexibility and a positive attitude in a fast paced, changing environment 03/2021 to 11/2021 Midway Windows
Customer Service/Operations support
*Respond to customer inquiries by email and direct mail.
*Ability to use internet maps to help product specialists.
*ordering the windows for new construction projects
*scheduling the installations for the out of state contractors.
*reordering pieces that were damaged on delivery and mis-measured.
*handling all the orders that came in via email.
*Ordering of all the special projects for the contractors. 03/2019 to 03/2021 Feldco Des Plaines, IL
Customer Delight Representative
*Manage all the inbound customer service calls to assist customers with timely and accurately answers
*Respond to customer inquiries by telephone, email and direct mail
*Schedule and enter sales appointments for estimates
*Superior coordination with other departments including Sales, Production, Finance, ect.
*Handle new customer service inquiries
* Answering web lead inquiries (e-mail and outbound phone exchanges with customers)
*Ability to use internet maps to help product specialists
*Communication with Feldco Product Specialist, Fulfillment employees and other Feldco staff
*Delighting the customer (making sure the customer was taken care of to the fullest of my abilities)
05/2015 to 9/2016 Complex Managed Solutions (AT&T) Customer Service Specialist
*Central point of contact for PBX, Centrex, VoIP, Voice Mail, ACD, repair calls, feature functionality questions, complaints, escalations and documentation. First point of contact for Customers for problem recording
*Open, dispatch, maintain status and ensure that repair work is closed/completed within the time frames specified in the contract.
*Ticket Management/ Manage escalations
*Prioritize, process, dispatch, confirm and status customer repair requests. *Interface with internal and external AT&T/Windstream or local vendors. *Invoke Local Exchange Carrier software and repair technicians to work the repair requests. *Troubleshoot routers and circuits inside and outside equipment.
*Close repair requests, coordinate with software and repair techs as needed.
*Handle customer complaints and expedite requests as needed.
*Assist customers in understanding feature applications for PBX, Hatteras/Ciena Ethernet equipment, Centrex and Voice Mail Setup.
*Manage and assist in the development of the Help Desk customer and product question scripts.
04/17/2014 to 12/1/2014 Chase Professionals Naperville, IL DeVry University Addison Location
Customer service
*image documents to the students’ accounts
*taking payments
*helping the students with their questions about their classes
*calculating the balances on the accounts
*working in the student finance department
DeVry University Naperville location
Customer service
*answering phone calls
* noting the students accounts that they called
* making cases
*worked in the student services department
10/2006 to 7/2008 HSBC Wood Dale, IL Customer
Service/Processor
*Answering inbound calls
*Providing excellent customer service
*Giving customers w/ credit increases on their store credit cards
*Assisting merchants’ w/ credit questions
*Process customer return checks
*Making adjustments to customer accounts
Skills Summary
*Customer Service *Written Correspondence *Management Skills *Network Support *Computer Skills *Typing Ability 45wpm *Microsoft Office Suite
*General Office Skills *Data Entry *Report Preparation *Bookkeeping
*Leadership Skills *Administrative Skills
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