Customer Service Professional with Reliability and Empathy
Resume:
Dennis W. Headrick
Los Angeles, CA 90027
870-***-**** Cell
**********@*****.***
I am a consummate, empathetic, and energetic bcustomer service professional seeking an opportunity to serve clients and colleagues.
Please consider my qualifications and experience, and I would appreciate the opportunity to explain the gap in my employment history.
Education:
1992-1994 Texas State Technical College
A.A.S. (Honors Graduate - President’s List) Biomedical Digital Electronics Technology
Work Experience:
October 2019 – June 2022
TTEC
9197 S. Peoria Street
Englewood, CO 80112
1.800. 996.7566
Remote Call Center Customer Service Representative
Assisted customers by phone, text, and email. Five program changes: 1) Worked with Epic to verify demographic information, schedule appointments, and collect and authenticate insurance information. 2) Assisted customers affiliated with various health-care providers that provide no-cost over-the-counter benefits.3) Customers receiving benefits via debit cards called to reset credentials and verify that the activity is not fraudulent. 4) Customers with prescription cards requested benefits and provider information. CSRs aided customers by processing orders, explaining processes, helping with online passwords and log-in credentials, and any other information as needed. 5) Customers with group health insurance requested benefits, claims, provider, web access information, and more.
June 2012 – October 2019
Zila, INC
267 E Main St
Batesville, AR 72501
Call Center Customer Service/Technical Service Representative
Aided patients, dentists, and dental office representatives with technical issues, product orders, and frequent questions on various electronic dental instrumentation. I consistently met or exceeded the required call quota and call quality requirements and cross-trained in different departments to be a back-up when needed.
October 2009 – June 2012
Batesville Country Club
1100 24th St
Batesville, AR 72501
General Manager
General Manager of a country club offering dining, a private lounge, banquet, tennis, golf, and swimming facilities. For more than a decade, an outside management company had contracted the management of the club. I was tasked with moving all operations back under a single umbrella. In a few months I: Set up a complete and highly functional accounting system for AP, AR, Payroll, and reporting capabilities; Hired, trained, and supervised new staff and mentored existing staff to ensure exceptional operations of the club; Formed and chaired committees to substantially increase club membership, use of club amenities, and renovation of the club property.
Oct. 2000 - September 2009
G.E. Clinical Services, INC.
1701 Military Trail
Jupiter, FL 33458
Biomedical Engineering Program Coordinator
Liaison with hospital administrations, physicians, and nursing staff. Direct supervision of 20+ employees at multiple sites; indirect supervisory responsibilities of 50+ employees. Interviewed and initiated search of new applicants; set priorities for service actions and assigned responsibilities to personnel; provided follow-up to ensure adherence to schedules and commitments; sales of equipment management contracts, accessories, and other GE medical equipment/service; assure quality of service through frequent customer contact and formal quality reviews; maintained knowledge of current standards, codes, and procedures regarding safe and effective use of equipment; responsible for financial performance of account; recommended purchases and/or allocations of equipment, parts, supplies, etc. for assigned account; attended safety committee meetings with prepared reports; conferred with and assisted sales representatives of GE services and capital equipment including cardiac monitoring systems, diagnostic imaging systems, IT and equipment security systems, various departmental accessories, and other.
Skills:
Empathetic and Customer Centric Specialist; Detail Oriented Multitasker; Technical Support Professional; Excellent Computer Skills; Personnel Management (recruitment, training, record keeping); Above Average Mathematical Computation and Data Management Ability; Experienced with Regulatory Agencies and Adherence (HIPAA, OSHA, JCAHO, State and Federal Health Organizations); Outstanding Communicator; Administration and General Office Duties.
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