Alondra Hopson
Madison,MS
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
Care Team Specialist
ShiftMed
06.2023 - 11.2023
- Provide day-to-day support of health care professionals and facilities, which includes real-time conversations via telephone, live chat, and email
- Resolve issues in a timely way while effectively prioritizing customer needs
- Triage tickets to the appropriate internal departments and work with them to resolve the issue
- Identify trends in support needs to influence site design, email copy, and product workflow
- Identifies and resolves customer issues (focused on reducing effort)
- Develop ability to anticipate future needs of customers, thinking about the holistic experience
- Demonstrates an excellent capacity to learn quickly and adapt responses to customers based on procedural and product evolution.
Small Business PPP Agent
Sykes Enterprises
04.2021 - 08.2021
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Mitigated business risks by working closely with staff members and assessing performance.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
Inbound Customer Service
InfoCision
12.2020 - 01.2021
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Resolved complaints to satisfy customers and encourage future transactions.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Attended telephone skills and program information training sessions to boost aptitude.
- Processed debit and credit card and electronic check payments.
Health Promoter
Innovative Behavioral Services
05.2017 - 08.2017
- Obtained patient or family member authorizations for tests and procedures.
- Assisted patients with therapy exercises as specified by care team.
- Administered medications and injections as directed by healthcare professionals.
- Helped clinical staff with in-office procedures by organizing spaces and passing instruments.
- Scheduled patients for appointments and maintained master calendar.
- Transported patients to and from appointments, assisting with getting in and out of vehicles.
- Supported office operations by expertly handling administrative needs.
Education
Bachelor of Arts -
The University of Southern Mississippi
Hattiesburg, MSAssociate of Science - Health Sciences
Holmes Community College
Ridgeland, MS05.2023
High School Diploma -
Jim Hill High School
Jackson, MS05.2017
Skills
- Customer Relations
- Quality Assurance
- Technical Communication
- Proficient in Microsoft Office
- Quality Assessment
- Quantitative Skills
- Program Evaluation
- Analytical Thinking
- Improvement Plan Knowledge
- Process Improvement
- Idea Development and Brainstorming
- Supply Management
Timeline
Care Team Specialist
ShiftMed
06.2023 - 11.2023
Small Business PPP Agent
Sykes Enterprises
04.2021 - 08.2021
Inbound Customer Service
InfoCision
12.2020 - 01.2021
Health Promoter
Innovative Behavioral Services
05.2017 - 08.2017
Bachelor of Arts -
The University of Southern Mississippi
Associate of Science - Health Sciences
Holmes Community College
High School Diploma -
Jim Hill High School