Customer Operations Specialist with 6+ Years Experience
Resume:
Shirl Byrd
Arlington, TX *****
**********@*****.***
Professional Summary
Dedicated customer operations professional with over 6 years of experience. Proficient with decoding conversations, identifying customer concerns, and solving customer problems. Excellent written and verbal communication skills while delivering an exceptional customer experience. Committed to upholding the highest standards of great customer services Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Member Services
Premera-Seattle, WA
October 2022 to September 2025
• Provided exceptional customer service to members, addressing inquiries and resolving issues in a timely and professional manner
• Maintained accurate member records and updated information as needed
• Resolved escalated member complaints by actively listening, empathizing, and finding appropriate solutions
• Collaborated with cross-functional teams to ensure seamless delivery of services to members
• Managed high call volumes while maintaining quality standards for customer interactions
• Participated in training sessions to stay up-to-date on company policies, procedures, and industry regulations
• Maintained a high level of professionalism when dealing with difficult or irate members
• Assisted customers with product selection, providing detailed information on features, benefits, and pricing
Patient Access Representative
USMD-Irving, TX
July 2019 to July 2022
Responsible for answering incoming telephone calls, making and scheduling patient appointments in an efficient and timely manner Book, coordinate and reschedule patients' appointments • Relay necessary messages to staff • Verify necessary information and record in the computer • Maintain and update current information on physicians' schedules ensuring that patients are scheduled properly • Answer telephone, screen calls, take messages, and provide information • Schedule office procedures and consultations • Answer questions regarding patient appointments and testing • Update patient information on all patients • Participates in all other communal job duties necessary for functioning of the office • Gets along well with others •
Conducts them self in a professional and courteous manner at all times with co-workers, patients, physicians, vendors, and others • Attend meetings as required Customer Service Representative work from home
Chewy-Arlington, TX
November 2021 to January 2022
• Bring A Customer Comes First Mentality Every Day!
• Engage directly with customers through multiple channels (inbound phone calls, chats, email), who contact us for many topics. They range from helping them shop for their new pet to finding that perfect chew toy or even problem-solving when something doesn’t go as planned.
• Research and problem-solve to determine appropriate solutions for customers, think proactively and set follow-ups as needed to ensure contact resolution.
• Operate with understanding, utilize active listening, patience, empathy, and kindness to customers and Team Members alike.
• Operate with a willingness to learn. We give feedback, we get feedback, and operate in a culture of being open-minded to grow.
Customer Service Representative, Maximus Work From Home Center of Disease Control-Irving, TX
January 2019 to July 2021
Work from Home public information on COVID-19 vaccinations and strategies for the general public and other audiences
Email links and vaccination information to public
Research and problem-solve to determine appropriate solutions for customers Research information on CDC website
Patient Care Coordinator
Alliance RX Walgreens Prime Specialty Pharmacy-Irving, TX October 2017 to July 2019
Provides new and existing patients with the best possible customer service in relation to their drug prescriptions, clinical services, patients' suggestions and complaints. records and processes orders and/ or inquires received by fax, mail, telephone, and/or through patient direct contact. Receives inbound and outbound calls to patients or MD Offices regarding orders for medications, pharmacy services and all other inquires. Coordinates patient care by scheduling orders, communicating information to the patient regarding shipments, assessing supply needs, verifying patient information, notifying the pharmacist of issues or changes in the patient's condition. Provide patient activities as a reminder for the following tasks including but not limited to follow-up calls for patients, to contact a patients' doctor's office, to mail a letter to a patient, and any other reminders necessary as it relates to a patient's care. Contacts the pharmacists to alert them of any changes in patient's condition, compliance issues due to patient not taking medication or side effects, or to transfer a patient directly to pharmacist for counseling. Complete other stages of the order process as assigned including but not limited to scanning prescriptions Administrative Assistant
Fresenius Kidney Care-Houston, TX
August 2016 to August 2017
Preparing and typing routine correspondence, letters and reports
· answering telephone & routing calls to the appropriate person.
· Greeting visitors and patients
· setting up and monitoring filing and basic database
· Making copies, faxing, printing, filing required by manager Scheduling appointments, arranging meetings Order office supplies, work with outside vendors. Maintain accurate records of hospitalization, patient travel, transient and permanent patients. Maintaining calendar and daily schedules as appointments, arrange meetings. Work with the manager and all employees of the position side by side. SAP, billing, various company offices and outside vendors and agencies Crownweb, Kronos
Customer Service Representative/ Fraud Disputes Specialist Bank of America-Fort Worth, TX
November 2010 to July 2016
Remained calm and professional in stressful circumstances and effectively diffused tense situations. Demonstrated excellent communication skills in resolving product and consumer complaints Promoting high customer satisfaction by resolving problems with knowledgeable and friendly service De-escalated problematic customer concerns, friendly demeanor Consulted with customers to resolve service and billing issues. Asked probing questions to determine service needs and accurately input information into electronic systems. Answered inbound calls, chats and email to facilitate customer service Set up and activated customer accounts Escalated customer concerns, issues to help Senior Team resolves customers matter.
Customer-Service
Bank of America-Fort Worth, TX
March 2009 to June 2016
Answer Inbound/Outbound calls from own personal customers; seeking modification for home, discuss missing or incomplete documents on weekly basis; made follow up calls every 3-5 business days about the status of the loan modification
Education
Basic Requirement of Education (Diploma)
Estacado High School-Lubbock, TX
May 1986 to May 1986
Basic Requirements (Grades 9-12)
Estacado High School-Lubbock, TX
August 1982 to May 1986
High school diploma or GED
Skills
• Microsoft Teams
• Windows
• HIPAA compliance management
• Epic
• PeopleSoft
• Phone banking
• SAP
• Workday
• Call center agent experience
• SharePoint
• Communication skills
• Medical administrative support
• Google Sheets
• Customer support experience within healthcare industry
• Customer training
• Customer support - Customer support experience (More than 20 years)
• Managing customer accounts
• Revenue cycle management
• Computer skills
• Phone communication
• Documentation review
• Kronos
• Managing teams in a customer support role - Largest customer support team managed (More than 20 team members)
• Survey research
• Microsoft Office
• Salesforce
• Email customer support
• Performance dashboard reports
• IVR
• Organizational skills
• Customer issue escalation
• Dental office experience
• Customer support specialist experience
• Maintaining patient confidentiality
• Meditech
• Customer service
• Software troubleshooting
• Workforce management
• Case management
• Slack
• Technical support
• Microsoft Excel
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Mobile devices
• Front desk
• Microsoft Access
• Time management
• Technical troubleshooting support
• Jira
• SAP CRM
• Technical Proficiency
• Live chat
• Google Drive
• Data entry
• Customer support experience within hospitality industry
• Google Docs
• Antivirus software
• Employee Orientation
• Medical claim denial management
• Customer support ticket management
• Billing issue inquiries
• Telehealth
• Banking
• Phone call management
• Strong organizational and multitasking abilities in a fast-paced environment
• Grammar Experience
• Ethernet
• Electronic health records (EHR) management
• Microsoft Outlook
• Customer complaint resolution
• Multi-line phone systems
• Improving customer support response time - Customer support response time improved (More than 30%)
• Zoom
• Appointment scheduling
• HIPAA
• Productivity software
• Research
• Computer operation
• English
• Phone etiquette
• Dental terminology
• Phone customer support
• Client interaction via phone calls
• Customer support experience within government industry
• Investment banking
• Technical support representative experience
• Cash handling
• Microsoft Word
• Achieving HIPAA compliance
• Order processing
Certifications and Licenses
Certified Medical Assistant
Driver's License
Contact this candidate