Alayne Skinner
Casa Grande,AZ
Summary
Innovative professional with vast experience planning and executing strategic initiatives, leading cross-functional teams, and managing complex projects. Adept at driving efficiency and improving performance while managing budgets and meeting deadlines. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
19
19
years of professional experience
Work History
Senior PAP Specialist
Adapt Health
03.2015 - Current
- Implemented strategies to improve performance, accuracy, and quality
- Leveraged strong communication skills to build relationships with clients
- Coordinated with cross-functional teams on projects and initiatives
- Reviewed documents for accuracy prior to submission or publication
- Identified areas for improvement in existing systems and procedures
- Managed workflow processes, ensuring deadlines were met within budget constraints
- Acted as liaison between clients and company to foster strong relationships
- Maintained accurate records of customer interactions and feedback
- Provided technical support for users experiencing difficulties with software applications
- Canceled orders based on customer requests, inventory or delivery problems.
Customer Service Supervisor
Total Home Health
05.2005 - 02.2014
- Resolved escalated customer issues with patience and understanding
- Trained customer service representatives on customer service standards, policies, and procedures
- Provided excellent customer service to clients, resolving their inquiries and complaints in a timely manner
- Maintained up-to-date knowledge of changes in products or services offered by the company
- Trained new customer service staff on company policies, procedures, and software systems
- Monitored customer service team performance metrics, identifying areas for improvement and providing feedback
- Implemented best practices for handling difficult conversations with customers while maintaining professionalism
- Provided accurate information to customers on merchandise return policies, refunds and warranty repairs
- Coordinated with other departments to ensure customers received accurate information about products or services
- Prepared and presented monthly customer service performance reports to management
- Utilized problem-solving skills to troubleshoot technical problems with customers quickly and effectively
- Developed strategies to improve customer service processes, increasing efficiency and productivity of the team
- Reviewed employee attendance records regularly to ensure adherence to company policies
- Developed new hires by coaching and evaluating employee performance
- Conducted regular one-on-one meetings with team members to review progress and provide constructive feedback
- Developed comprehensive training plans for new employees based on individual skill level assessment
- Assisted customers via phone calls, emails or online chats while delivering exceptional customer service
- Analyzed customer feedback to identify areas of improvement and implemented necessary changes
- Coordinated customer service activities to ensure customer satisfaction and loyalty
- Performed quality assurance checks to monitor accuracy of customer records in the database
- Increased accuracy and efficiency of customer service department by recommending vital changes
- Administered training and development programs to increase overall job performance
- Generated weekly reports summarizing key performance indicators such as average call length or resolution time
- Continually assessed processes for improvement opportunities that could enhance overall efficiency.
Education
Associate in Arts (A.A.) in General Studies -
Elgin Community College
Elgin, ILSkills
- Inbound Phone Calls
- Loyalty Building
- Personalized Customer Service
- Patient Account Reviews
- Special Assignments
- Documenting Sessions
- Submission Coordination
- Manual Dexterity
- Health Informatics
- Client Rapport-Building
- Leadership
- Quality Assurance
- Customer Relations
Personal Information
Title: Customer Service Representative
Timeline
Senior PAP Specialist
Adapt Health
03.2015 - Current
Customer Service Supervisor
Total Home Health
05.2005 - 02.2014
Associate in Arts (A.A.) in General Studies -
Elgin Community College