Andrea Jones
Houston,TX
Summary
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
25
25
years of professional experience
Work History
Patient Access Call Center Representative
Harris Health Systems
Houston
09.2013 - Current
- Schedule appointments for over 13 clinics, and 3 hospitals
- Work with colleagues to ensure to deliver excellent customer services that exceeds patient’s’ expectations
- Responsible for the completion and accuracy of pre-registration, eligibility screening and insurance
- Listens skillfully to patients to comprehend patients’ needs by using passive listening skills
- Follows protocols and procedures for specialty clinics and thirteen family practice clinics
- Exceeds productivity targets and standards set by department
- Communicates effectively with patient by using empathy and willingness to assist when responding to patients’ needs.
- Responded to customer calls and answers questions about services.
- Responded proactively and positively to rapid change.
Customer Service Representative
AT&T Company formally Southwestern Bell Telephone Company
Kansas City, MO and Houston, TX
01.2000 - 01.2010
- Responsible for point of contact customer phone support covering all areas of concern
- Provides support for level one issues addressing and resolving complex customers’ problems in a fast-paced environment
- Manage overall interfacing and coordination with AT&T staff members as required addressing conflicting issues
- Provide excellent communication skills with the ability to defuse negativity while working with difficult customers
- Responsible for creating trouble tickets and monitoring tasks designed to resolve all issues experienced by customers
- Managed all data entry and tracking of customer issues and timelines for resolving those issues
- Requires the ability to interface with management and others in terms of offering solutions in an effort to streamline and continuously improve AT&T customer support capabilities.
Education
Bachelor of Arts - Communications
University of Houston
Houston, TX05.2026
Associate of Arts - General Studies
Houston Community College
Houston, TX05.2012
Skills
Critical Thinking
Problem Solving
Adaptability
Patience
Teamwork Adaptability
Communication
Teamwork
Timeline
Patient Access Call Center Representative
Harris Health Systems
09.2013 - Current
Customer Service Representative
AT&T Company formally Southwestern Bell Telephone Company
01.2000 - 01.2010
Bachelor of Arts - Communications
University of Houston
Associate of Arts - General Studies
Houston Community College