Customer Service & Patient Support Specialist

Susan C McAfee

Okeechobee, FL 561-***-**** ************@*****.***

Professional Summary

Patient, client, and customer service professional with experience in high-volume call center environments, and administrative skills in management of all aspects of employees. The privacy of all patients, customers and clients was always one of our priorities, along with strong customer service skills. Seeking a remote customer service support position.

Skills, Abilities, and Standout Traits

Customer Service • Conflict Resolution • Time Management • Problem Solving • Clear Communication • Decision Making • Multitasking • Active Listening • Organizational Skills • Data Entry • Scheduling • Credible • Dependable • Accountable • Caring • Compassionate • Computer Literate • Attention to Detail • Problem Solving • Computer Literate • Professionalism • Critical Thinking • Adaptability and flexibility

Professional Experience

Homemaker Family Home Okeechobee, Florida 2017 - Present

Provided our family with all the scheduling of appointments and daily needs

Patient Services Representative McKesson Port Saint Lucie, Florida 2016 - 2016

Answered 50 – 100 incoming calls daily, and assessing patient inquiries

Scheduling patient appointments and confirming health insurance

Maintain accurate patient records, and update information as needed

Resolving patient complaints, and issues in a timely and professional manner

Ensuring patient confidentiality, and privacy are always maintained

Customer Order Services QVC Port Saint Lucie, Florida 2014 - 2016

Processed customer orders efficiently with 50-100 calls per day

Ensure accuracy and timeliness of order processing, customer inquiries, and resolve issues

Homemaker Family Home Port Saint Lucie, Florida 1998 – 2016

Provided our family with all the scheduling of appointments and daily needs

Call Center Supervisor Transactive Corp – GTech Boca Raton, Florida 1995 – 1998

Manage and supervise a team of 53 call center representatives

Hire, discipline, and terminations of employees as needed

Monitor and evaluate employee performance including quality assurance call monitoring

Address the clients’ complaints that were escalated myself as a supervisor

Collaborate with other departments to resolve client issues

Track and analyze call center metrics the call center receive over 15K calls per day

Contract Manager for Texas EBT system, Texas Parks and Wildlife and Illinois EBT systems

Education

Coral Spring High School \ Coral Springs, Florida June 1988

Required subject studies to achieve a High School Diploma

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