Andrea Holmes
Brooklyn,NY
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Maximus
New York
10.2022 - 04.2024
- Successfully registered and verified insurance coverage for over 25-40 patients daily, ensuring accuracy and completeness of all information entered into the system
- Improved patient satisfaction scores by implementing a streamlined registration process that reduced wait times by 90% and eliminated errors in data entry
- Collaborated with clinical staff to resolve billing and insurance issues, resulting in a reduction in claim denials and increased revenue for the hospital
- Developed and implemented training programs for new hires, resulting in a more efficient and confident workforce with a lower turnover rate.
Customer Service Representative
UPS Supply Chain
Jamaica
01.2018 - 01.2020
- Coordinated all aspects of shipping operations, successfully ensuring timely delivery of products to customers while reducing the company's shipping costs by providing effective negotiation with carriers
- Developed and implemented a comprehensive tracking system for all outgoing shipments, resulting in a 20% decrease in shipping errors and improved customer satisfaction
- Managed relationships with freight forwarders and customs brokers, ensuring compliance with international trade regulations and minimizing customs-related issues
- Collaborated with cross-functional teams to optimize warehouse operations, including inventory management and order fulfillment, resulting in an increase in productivity and reduced order fulfillment time.
Certified Nurse Aide
New Surfside Nursing Home
Far Rockaway
12.2017 - 10.2018
- Facilitated patient care, including vital signs monitoring, bathing and grooming, and other medical related activities, while adhering to established protocols
- Increased patient satisfaction by 20%, implemented new protocols that resulted in reduced treatment times and reduced medication errors by 30%
- Assisted the nurses in administering treatments and medications as prescribed and monitored patients' responses to treatments.
Nurse Aide
Binghamton General Hospital
Binghamton
03.2017 - 09.2017
- Performed treatments according to established plans; maintained accurate records; provided support, encouragement and guidance to patient recovery efforts, resulting in increased patient motivation rates by 44%
- Administered physical therapy modality equipment and monitored patient response, ensuring proper technique was employed
- Developed customized physical therapy programs based on patient's physical, psychological and social needs
- Assisted physical therapist during patient assessment and treatment, providing appropriate lifestyle modifications and therapeutic activities.
Certified Nurse Aide
Nursefinder
Vestal
10.2016 - 09.2017
- Performed clerical duties such as filing paperwork, answering phones, scheduling appointments and ordering supplies
- Managed medical inventory supplies for nursing department
- Provided direct patient care, including mobility assistance and transferring patients from wheelchairs to beds.
Certified Nurse Aide
Willow Point Nursing Home
Vestal
01.2016 - 03.2017
- Provided guidance to clients in order to help them achieve their goals and objectives related to independent living skills
- Facilitated recreational activities such as outings in the community or group games at home
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
Direct Support Professional
Otsego ARC
Oneonta
09.2015 - 01.2016
- Provided guidance to clients in order to help them achieve their goals and objectives related to independent living skills
- Facilitated recreational activities such as outings in the community or group games at home
- Attended team meetings to discuss the development of each client's plan of care and provide updates on their progress.
Healthcare Aide
Robynwood Assisted Living Facility
05.2015 - 09.2015
- Provided guidance to clients in order to help them achieve their goals and objectives related to independent living skills
- Facilitated recreational activities such as outings in the community or group games at home
- Attended team meetings to discuss the development of each client's plan of care and provide updates on their progress.
Certified Nurse Aide
Oneonta Nursing Home
Oneonta
08.2014 - 06.2015
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls
- Helped patients with self-feeding and assisted feeding, based on individual needs
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information
Education
AAS in Health Studies - undefined
SUNY Broome Community College
Binghamton, NY05.2017
Skills
- Scheduling
- Epic
- Data Entry
- Inventory Management
- Medical Terminology
- Patient Transport
- Customer Service
- Insurance Verification
- Account Payable/Receivable
Volunteer Experience
New York Cares, Virtual Phone Bank for Veterans, 01/2022, 05/2022
Timeline
Customer Service Representative
Maximus
10.2022 - 04.2024
Customer Service Representative
UPS Supply Chain
01.2018 - 01.2020
Certified Nurse Aide
New Surfside Nursing Home
12.2017 - 10.2018
Nurse Aide
Binghamton General Hospital
03.2017 - 09.2017
Certified Nurse Aide
Nursefinder
10.2016 - 09.2017
Certified Nurse Aide
Willow Point Nursing Home
01.2016 - 03.2017
Direct Support Professional
Otsego ARC
09.2015 - 01.2016
Healthcare Aide
Robynwood Assisted Living Facility
05.2015 - 09.2015
Certified Nurse Aide
Oneonta Nursing Home
08.2014 - 06.2015
AAS in Health Studies - undefined
SUNY Broome Community College