Amanda Parrish
Arcanum
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in Healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level customer service position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Patient Experience Advocate
PriMed Physicians
07.2022 - Current
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Investigated customer complaints and escalated issues to address critical requests.
- Documented customer interactions in internal database to maintain customer service history details.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Adhered to established customer satisfaction strategies to support swift issue resolution.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Trained staff on operating procedures and company services.
- Developed and updated databases to handle customer data.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and backed up other customer service managers.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Receptionist
PriMed Physicians
06.2021 - 07.2022
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Corresponded with clients through email, telephone, or postal mail.
- Handled cash transactions and maintained sales and payments records accurately.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and company.
- Answered central telephone system and directed calls accordingly.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Assisted with onboarding new clients and securing paperwork completion.
- Maintained visitor log for entering and leaving facility for security purposes.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Organized, maintained and updated information in computer databases.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Handled assignments independently with good judgement and critical thinking skills.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Routed incoming mail and messages to relevant personnel without delay.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Collected cash, and card payments, processed transactions and updated relevant records.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Compiled information from files and research to satisfy information requests.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Tracked important information in electronic health recod spreadsheets and ran reports or generated graphs using data.
State Tested Nursing Assistant
Brethren Retirement Community
11.2011 - 05.2021
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Secured patient information and maintained patient confidentiality by completing and safeguarding all medical records.
- Furthered skills by actively taking part in employee training and taking classes to improve skills.
- Wiped down equipment with proper cleaning products after each patient transport to reduce instances of infection.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Provided direct personal patient observation, care, and assistance to [Number] patients per shift in [Type] medical facility.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
- Educated patients and family members on best home care practices for healing and recovery.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Documented patient information and care activities in electronic health record.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Facilitated personal hygiene management, feeding and ambulation.
- Responded to patient requests for supplies and personal comfort items such as extra blankets.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Upheld infection control and prevention policies across different patient-facing areas.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
- Transported patients between rooms and appointments or testing locations.
- Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
- Supported needs of 20+ residents under long-term care.
- Delivered high-quality care to [Type] patients in hospital facility.
- Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
Education
High School Diploma -
Arcanum-Butler High School
Arcanum06.2012
High School Diploma -
Miami Valley Career Technology Center
Clayton, OH05.2012
Skills
- Customer Relationship Management
- Customer Experience Management
- Client Relationships
- Team Management Experience
- Information Updates
- Collaboration Experience
- Call Control
- Microsoft Office
- Standard Operating Procedures Understanding
- Teller Transactions
- VPN Configurations
- Conflict Management
- Customer Care
- Team Goals
- Customer Loyalty
- High-Volume Environments
- Organizational Systems
- Billing Procedures
- Closing Procedures
- Team Training
- Store Opening
- Performance Goals
- Regulatory Compliance
- Customer Feedback
- Escalated Call Handling
- Rewards Tracking
- Rewards Programs
- Understanding Customer Needs
- Client Inquiries
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Performance Feedback
- Best Practices Management
- Constructive Feedback
- Operational Efficiency
- Document and Records Management
- Payment Tracking
- Administrative and Office Support
- Calm and Professional Under Pressure
- Confidentiality Requirements
- Effective Customer Communication
- Quality Assurance Evaluation
- Policy and Procedure Adherence
- Cultural Awareness
- Complaint Response
Timeline
Patient Experience Advocate
PriMed Physicians
07.2022 - Current
Receptionist
PriMed Physicians
06.2021 - 07.2022
State Tested Nursing Assistant
Brethren Retirement Community
11.2011 - 05.2021
High School Diploma -
Arcanum-Butler High School
High School Diploma -
Miami Valley Career Technology Center
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