Overview
Work History
Timeline
Hi, I’m

Abbie Cavender

Contact Center Representative - Team Lead
Layton,UT
Abbie Cavender

Overview

6
years of professional experience

Work History

Intermountain Health
West Valley City, UT

Contact Center Representative - Team Lead
08.2022 - Current

Job overview

  • Answered incoming phone calls from patients as well as made outbound phone calls to patients as necessary
  • Assisted in working with as well as managing the teams on special projects
  • Assisted representatives taking inbound and making outbound calls with any questions or concerns that arose
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Sought ways to improve processes and services provided.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Responded proactively and positively to rapid change.
  • Delivered exceptional customer service to every patient by leveraging extensive knowledge of department procedures and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize patient needs.
  • Collaborated with staff members to enhance customer service experience and patient satisfaction rates.
  • Promoted superior experience by addressing patient concerns, demonstrating empathy, and resolving problems swiftly.
  • Increased efficiency and team productivity by promoting operational best practices.

Alpine Home Medical
Millcreek, UT

Resupply Specialist
06.2021 - 07.2022

Job overview

  • Answered inbound phone calls to take PAP supply orders from patients and assisted with answering any questions that arose during this process
  • Took payments over the phone for supplies
  • Ran insurance eligibilities for patients seeking resupply
  • Set up new patient accounts for resupply of PAP supplies and instructed new customers on company process for resupply
  • First point of contact for onboarding new patients
  • Entered necessary item and ICD-10 codes to place supply orders and comply with customer insurance needs
  • Reviewed documentation uploaded to patient accounts and contacted patients and provider offices to gather necessary documents for insurance compliance
  • Collected, arranged, and input information into database system to place orders
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Evaluated customer needs and feedback to drive product and service improvements.

Millcreek Gardens
Millcreek, UT

Cashier
04.2020 - 05.2021

Job overview

  • Answered inbound phone calls to inquire about product price and availability
  • Trained new hires and wrote manual for company to ensure all cashiers knew and followed company procedures and policies
  • Worked flexible schedule and extra shifts to meet business needs.
  • Greeted customers entering store and responded promptly to customer needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
  • Made product recommendations to increase sales.
  • Restocked and organized merchandise in front lanes.
  • Answered questions about store policies and addressed customer concerns.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Stocked, tagged and displayed merchandise as required.
  • Used POS system to enter orders, process payments and issue receipts.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Learned duties for various positions and provided backup at key times.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Responded promptly to requests for assistance, spills and customer inquiries.
  • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.

Appliance Service by Paul
Murray, UT

Dispatcher
01.2020 - 04.2020

Job overview

  • Directed dispatching, routing, and tracking of fleet vehicles.
  • Communicated with drivers and personnel to coordinate timely delivery of services and materials.
  • Tracked technician progress to identify possible delays and provide real-time updates to customers.
  • Managed conflict resolutions with customers, technicians and other personnel to encourage professional relationships and promote respect.
  • Answered phone calls and responded to customer emails.
  • Utilized customer feedback to improve customer service.

Sprouts Farmers Market
Salt Lake City, UT

Head Cashier
06.2019 - 01.2020

Job overview

  • Assisted grocery; dairy; bakery; floral; and produce as needed
  • Answered incoming phone calls to inquire about store inventory and policies
  • Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
  • Processed both cash and card purchases and returns.
  • Mentored new team members on POS system operation, customer service strategies, and sales goals.
  • Resolved escalated customer disputes with special actions such as discounts.
  • Maintained stock to meet expected customer demand.
  • Evaluated presentation of checkout lanes and kept team members on top of cleaning tasks when necessary.
  • Led cashiers and associates in providing thoughtful customer service.
  • Helped management develop employee improvement plans and motivate team members to continually improve.
  • Monitored areas for security issues and safety hazards.
  • Quickly and accurately counted drawers at start and end of each shift.
  • Trained team members on cash register operation and cash handling.
  • Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.

Timeline

Contact Center Representative - Team Lead
Intermountain Health
08.2022 - Current
Resupply Specialist
Alpine Home Medical
06.2021 - 07.2022
Cashier
Millcreek Gardens
04.2020 - 05.2021
Dispatcher
Appliance Service by Paul
01.2020 - 04.2020
Head Cashier
Sprouts Farmers Market
06.2019 - 01.2020

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Abbie CavenderContact Center Representative - Team Lead