Customer Service & Risk Assessment Manager
Resume:
Drucilia Thompson
********.********@*****.*** / 863-***-**** / FL 33801 Personal Summary
Results-driven professional specializing in Customer Service and risk assessment. Successfully enhanced customer satisfaction through effective dispute resolution and strengthened health prevention processes. Proven ability to adapt strategies to mitigate risks and improve operational efficiency, while fostering a high-performing team environment. Experience
D.P. Communications - Customer Service Manager
Remote
Gc services - Healthcare Customer Service
Representative
Lakeland, Florida
Skills
Education
● Set up and activated customer accounts.
● Reported delays, accidents or other traffic and transportation situations. Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
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Asked probing questions to determine service needs and accurately input information into electronic systems.
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De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
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Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
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Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
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Demonstrated excellent communication skills in resolving product and consumer complaints.
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Assisted staff with resolving complex customer issues and implementing targeted solutions.
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Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
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Assisted customers with inquiries regarding healthcare services and insurance options.
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● Customer account management
● Complaint resolution
● Customer relationship management
● Team leadership
● Cross-functional collaboration
● Performance metrics analysis
● Active listening
● Conflict resolution
● Decision-making
● Training and coaching
● Exceptional telephone etiquette
Shipping, receiving, and
warehousing
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● Excellent time management skills
● Healthcare policy education
● Patient information processing
● Electronic health records
● Service delivery coordination
● Data entry accuracy
● Team collaboration
● Effective communication
● Problem solving
● Conflict de-escalation
● Attention to detail
● HIPAA compliance
● Patient eligibility verification
● Call center experience
● Claims processing
● Empathy and patience
● Medical billing
● Patient confidentiality
● Follow-up skills
● Insurance claims follow-up
Living Free Center
Tampa, FL
High School Diploma
Resolved customer complaints through effective communication and problem-solving skills.
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Educated clients on healthcare policies, procedures, and eligibility requirements.
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Processed patient information and maintained accurate records in electronic systems.
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Collaborated with healthcare providers to ensure timely service delivery for clients.
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Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
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Facilitated communication between patients and medical professionals to improve care coordination.
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