Andrea Matthews
Durham,United States
Summary
Organized Patient Service Representative with 4 years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations.
Overview
2
2
years of professional experience
Work History
Customer Experience Associate
Prudential Financial
01.2024 - 04.2024
- Provided exceptional customer service by addressing inquiries and resolving issues via phone, email, and live chat, ensuring a positive customer experience
- Managed customer accounts, including updating information, processing orders, and handling billing inquiries
- Collaborated with the technical support team to escalate and resolve complex technical issues efficiently
- Monitored customer feedback and trends to provide insights for product and service improvements
- Maintained detailed records of customer interactions and transactions in the CRM system
- Assisted in the development and implementation of customer service policies and procedures to enhance the overall customer experience
- Participated in training sessions to stay updated on product features and company protocols.
Overnight Customer Support Specialist
ADP
09.2023 - 12.2023
- Provided technical support to customers during overnight hours via phone, email, and live chat, ensuring timely resolution of issues and maintaining high customer satisfaction
- Managed and documented support requests in a ticketing system, prioritizing and escalating as needed to meet SLAs
- Assisted customers with troubleshooting and resolving issues related to software applications, hardware, and network connectivity
- Collaborated with other support team members and departments to identify and resolve complex issues
- Developed and updated support documentation and user guides to help customers troubleshoot common issues independently
- Conducted follow-up with customers to ensure issues were fully resolved and satisfaction was achieved
- Maintained a calm and professional demeanor during high-stress situations, providing reassurance and clear communication to customers.
Front Desk Receptionist/ Administrative Assistant
Avila Retirement Community
06.2023 - 08.2023
- Managed phone systems and provided administrative support
- Scheduled appointments and disseminated information
- Handled mail and served as a collaborative liaison
- Solved problems and maintained office appearance
- Created a welcoming environment for residents, families, and guests.
Help Desk Technician Intern
Tech Solutions Inc.
09.2022 - 05.2023
- Provided technical support to end-users via phone, email, and in-person, resolving hardware and software issues promptly & effectively
- Assisted with the setup and configuration of new workstations, including installation of operating systems and software applications
- Documented and tracked all support requests in a ticketing system, ensuring timely resolution & follow-up
- Developed user guides and documentation to assist employees with common technical issues and procedures.
Front Desk Receptionist/Office Assistant
H&R Block
01.2022 - 04.2022
- Greeted clients in a personalized and friendly manner
- Answered phones, forwarded calls and took messages
- Matched clients with suitable tax professionals
- Scheduled appointments via electronic systems
- Ensured client satisfaction and maintained office organization.
Education
IT Major - Computer Science
NORTH CAROLINA CENTRAL UNIVERSITY
Durham, NC05.2027
High School Diploma -
Albany Leadership Highschool For Girls
Albany, NY05.2020
Skills
- Knowledge of SQL, Javascript, HTML/CSS
- CRM Software
- Request management
- Client Advocacy
- Computer Skills
- Customer Service
- Understanding Customer Needs
- Customer Data Confidentiality
- Teamwork and Collaboration
- Calm and Professional Under Pressure
- Problem Resolution
- Patient Registration
- Strong Organization
- Appointment Scheduling
- Healthcare Systems Knowledge
Activities
American Red Cross, Albany, NY, Blood drive Volunteer/Recruiter, 08/2019, Present, Greeted and registered blood donors, Recruited donors and promoted blood drives, Set up equipment and supplies at various locations, Assisted with screening donors and collecting donations confidently and professionally
Timeline
Customer Experience Associate
Prudential Financial
01.2024 - 04.2024
Overnight Customer Support Specialist
ADP
09.2023 - 12.2023
Front Desk Receptionist/ Administrative Assistant
Avila Retirement Community
06.2023 - 08.2023
Help Desk Technician Intern
Tech Solutions Inc.
09.2022 - 05.2023
Front Desk Receptionist/Office Assistant
H&R Block
01.2022 - 04.2022
IT Major - Computer Science
NORTH CAROLINA CENTRAL UNIVERSITY
High School Diploma -
Albany Leadership Highschool For Girls