ANDREA DIPIAZZA
Madison,WI
Summary
Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.
Overview
25
25
years of professional experience
Work History
Lead Customer Care Associate
Exact Sciences Laboratories
2015.01 - Current
- Receive inbound calls from patients and providers with questions regarding their lab test
- Make outbound calls to patients to assist them in taking the test
- Enter orders for the lab test
- Respond to emails from patients and interested parties
- Since 2018 I have been on the work from home overnight team.
COVID-19 Contact Tracer LTE
University Of Wisconsin Madison
2020.10 - 2021.03
- Reduced COVID-19 transmission by effectively identifying and contacting exposed individuals.
- Performed record keeping by logging client information within secure contact-tracing software.
- Enhanced community safety, providing clear guidance on isolation and quarantine procedures to exposed individuals.
- Improved contact tracing efficiency with accurate data entry and case management system utilization.
- Maintained compliance with all relevant privacy and confidentiality regulations, ensuring the protection of sensitive personal information throughout the contact tracing process.
Quality Service Representative
Medical Transportation Management
2013.06 - 2015.01
- Filed formal complaints for Members, received via phone and email
- Prior to being promoted to Quality Service Representative at MTM, I was on the Short Notice Team, setting last minute, and hard to schedule medical transportation
- Prior to being promoted to the Short Notice Team, I was a CSA II, setting medical transportation for Members.
Medical Communication Specialist
UW Hospital And Clinics
1999.04 - 2013.03
- Answered all incoming lines to the hospital
- Transferred calls to the appropriate area, took messages for clinics before and after hours
- Paged doctors for patients and other doctors, monitored emergency lines and announced codes overhead
- I trained many new employees, and was nominated for many awards by coworkers.
Education
High School Diploma -
McFarland High School
06.1990
Skills
- Live chat support
- Email Etiquette
- Complaint Handling
- Quality Assurance
- Active Listening
- Multitasking Abilities
- Telephone Etiquette
- Training and Development
- Customer Service
- First Call resolution
- Inbound Customer Service
- Call center experience
- CRM Software
Timeline
COVID-19 Contact Tracer LTE
University Of Wisconsin Madison
2020.10 - 2021.03
Lead Customer Care Associate
Exact Sciences Laboratories
2015.01 - Current
Quality Service Representative
Medical Transportation Management
2013.06 - 2015.01
Medical Communication Specialist
UW Hospital And Clinics
1999.04 - 2013.03
High School Diploma -
McFarland High School
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