Client Relations & Operations Specialist

EXPERIENCE

REMOTE CLIENT RELATIONS SPECIALIST

HOLOGIC, INC., MARLBOROUGH Aug 2021 - Present

• Serve as the primary point of contact for customers, providing expert support and guidance on order entry processes for cytology and diagnostic products

• Demonstrate comprehensive knowledge of Hologic's cytology and diagnostic product lines to effectively address customer inquiries and provide accurate information

• Maintain strong relationships with customers through proactive communication, ensuring their needs are met and issues are resolved promptly and satisfactorily

• Facilitate smooth order transactions from initiation to fulfillment, ensuring accuracy and compliance with company procedures

• Utilize CRM systems to document all customer interactions, order details, and resolutions, ensuring thorough record-keeping and accountability

• Collaborate closely with sales, logistics, and technical support teams to expedite order processing and resolve customer issues efficiently

• Actively contribute to the enhancement of customer service processes and best practices, identifying opportunities for improvement and implementing solutions

• Escalate complex customer issues to appropriate internal teams or management for timely resolution, ensuring customer satisfaction and retention

• Proactively anticipate customer needs and preferences, striving to exceed expectations and build long- term loyalty.

MARKETING & COMMUNICATIONS DIRECTOR/ HR

GRAYSTONE CONST., KNOXVILLE Sep 2018 - Aug 2021

• Spearheaded employee interviews, selection, and seamless onboarding processes, ensuring optimal team alignment and performance

• Successfully managed product sales and coordinated project schedules to meet client deliverables on time and within budget

• Expertly handled radio advertisement bid management to enhance brand visibility and market penetration

• Strategically expanded the outreach of social media platforms, leveraging engaging content to increase audience engagement

• Conducted thorough competitor research to inform strategic marketing initiatives and maintain competitive advantage

• Established and nurtured valuable relationships as a network representative at Chamber of Commerce events and professional gatherings

• Elevated website development efforts and sourced innovative solutions to enhance online presence and user experience

• Proactively followed up with commercial clients to ensure satisfaction and identify opportunities for additional services

• Facilitated intra-company coordination to integrate and optimize supplementary services, fostering comprehensive client solutions.

BRANCH ADMINISTRATOR

L&W SUPPLY, WINSTON-SALEM Apr 2017 - Sep 2018

• Provided comprehensive support to the operations team, including inside sales and administrative assistance, to ensure seamless workflow and client satisfaction

• Implemented and maintained efficient e-file systems, enhancing document management and accessibility SAMANTHA 865-***-**** Knoxville, TN hodge.samantha@HODGE outlook.com.com

• Prepared and managed documents with precision, supporting accurate accounting, inventory management, and revenue auditing processes

• Acted as a key liaison for the company, representing first-line interactions with clients and stakeholders

• Expertly established new customer accounts and facilitated product sales, ensuring streamlined payment processing and accounting accuracy

• Coordinated product deliveries and scheduled technician assignments, optimizing service efficiency and customer satisfaction

• Managed telephone operations proficiently, handling work orders, billing inquiries, and ensuring responsive customer service

• Resolved client complaints promptly and followed up to ensure resolution and continued satisfaction. REMOTE CUSTOMER SERVICE

CVS CAREMARK, KNOXVILLE Apr 2013 - Mar 2017

• Provided exemplary customer service within a HIPAA-regulated environment from a home office, ensuring compliance and confidentiality

• Coordinated multiple client interactions across various channels, maintaining a seamless and responsive experience

• Utilized electronic filing systems and EMR access for efficient data management and retrieval

• Facilitated prescription fulfillment processes with accuracy and adherence to regulatory standards

• Expertly resolved client complaints, addressing concerns promptly and effectively to uphold satisfaction

• Assigned ICD-10 codes accurately to support billing and insurance processing

• Tracked and managed mail-order processing to ensure timely and reliable service delivery

• Educated clients on healthcare processes, promoting understanding and compliance with treatment plans

• Acted as a liaison with doctor offices and pharmacies, maintaining professional and productive remote communications.

EDUCATION

Completed coursework towards Medical Terminology

Roane State Comm. College

Completed coursework towards EMS First Responder Training Roane State Comm. College

Business and Marketing

Maryville College, Maryville, TN, US

CERTIFICATIONS

• TN Real Estate License

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