Alexandra Diamond
Lake Zurich,IL
Summary
Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Brings 25-years background maintaining customer satisfaction and contributing to company success.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
24
24
years of professional experience
Work History
Customer Service Associate
Walgreens
Barrington, IL
04.2012 - 02.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Executes excellent sales floor merchandising and selling.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy.
- Demonstrated items to customers and created customer awareness, interest and sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Offered basic technical support for clients on wide range of company products.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services and company information.
Disability Case Manager II
Sedgwick CMS
Chicago , IL
01.2001 - 05.2010
- Analyzes, approves and authorizes assigned claims and determines benefits due pursuant to a disability plan.
- Reviews and analyzes complex medical information (i.e. diagnostic tests, office notes, operative reports, etc.) to determine if the claimant is disabled as defined by the disability plan.
- Utilizes the appropriate clinical resources in case assessment (i.e. duration guidelines, in-house clinicians).
- Communicates with the claimants providers to set expectations regarding return to work.
- Determines benefits due, makes timely claims payments/approvals and adjustments for workers compensation, Social Security Disability Income (SSDI), and other disability offsets.
- Medically manages disability claims ensuring compliance with duration control guidelines and plan provisions.
- Communicates clearly with claimant and client on all aspects of claims process either by phone and/or written correspondence.
- Informs claimants of documentation required to process claims, required time frames, payment information and claims status either by phone, written correspondence and/or claims system.
- Coordinates investigative efforts ensuring appropriateness; provides thorough review of contested claims.
- Evaluates and arranges appropriate referral of claims to outside vendors or physician advisor reviews, surveillance, independent medical evaluation, functional capability evaluation, and/or related disability activities.
- Negotiates return to work with or without job accommodations via the claimants physician and employer.
- Refers cases as appropriate to team lead and clinical case management.
- Maintains professional client relationships.
Patient Services Representative
Advocate Medical Group
Buffalo Grove, IL
02.2000 - 06.2005
- Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
- Resolved patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
- Managed high call volume, prioritizing urgent issues and directing calls appropriately for optimal resolution.
- Implemented effective time management strategies that allowed me to balance multiple responsibilities, resulting in improved productivity and patient satisfaction.
Education
High School -
Jan Kalinski
08.1977
Skills
- Exceptional Communicator
- Upbeat and Positive Personality
- Responding to Difficult Customers
- Travel Itineraries
- Building Customer Trust and Loyalty
- Presenting Solutions
- Issue and Complaint Resolution
- Customer Support
- Courteous with Strong Service Mindset
- POS Systems and Ordering Platforms
- MS Office Proficiency
Languages
Polish
Elementary
Contact
Lake Zurich, IL 60047
Education
Łódź Poland
Timeline
Customer Service Associate
Walgreens
04.2012 - 02.2024
Disability Case Manager II
Sedgwick CMS
01.2001 - 05.2010
Patient Services Representative
Advocate Medical Group
02.2000 - 06.2005
High School -
Jan Kalinski