Angela Craft

• Listen attentively to over 40 caller needs to ensure positive customer experience
• Access electronic and paper cataloging systems to look up product information and availability
• Strive for quick complaint resolution; commended by supervisor for ability to resolve problems on first call and avoid escalation of issues
• Demonstrating talent for communicating effectively with customers from diverse backgrounds
• Handle customer/patient inquiries, complaints, billing questions and payments before start of surgery
• Became lead “go-to” person for new reps and particularly challenging calls as company's mentors and trainers of both new and established employees
• Reviewing daily assignments and ascertain types of surgeon-specific preferences and type of anesthesia
• Identifying and prioritizing individual patient care needs according to their age, physiological, physical and cultural attributes
• Skilled at working independently and collaboratively in team environment.
• Self-motivated, with strong sense of personal responsibility.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in team setting, providing support and guidance.

Handled customer inquiries and suggestions courteously and professionally.

• Actively listened to over 50 customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Tracked customer service cases and updated service software with customer information.
• Met customer call guidelines for service levels, handle time and productivity.
• Answered constant flow of customer calls with minimal wait times
• Answered customer telephone calls promptly to avoid on-hold wait times
• Handled customer inquiries and suggestions courteously and professionally
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
• Met customer call guidelines for service levels, handle time and productivity

• Provides assistance to physician office staff and over 50 patients to complete and submit all necessary insurance forms and program applications
• Provides exceptional customer service to internal and external customers; resolves any customer requests in timely and accurate manner; escalates complaints accordingly
• Performs related duties as assigned
• Informs management of operational issues impeding performance or customer satisfaction including but not limited to those impacting customer, client, or company
• Completed and processed purchase orders and customer invoices each quarter
• Identified, researched, and resolved billing variances to maintain system accuracy and currency
• Executed billing tasks and recorded information in company databases
• Prepared and submitted monthly billing reports to management for financial overview
• Identified payment trends and adjusted billing processes accordingly to retain customers
• Generated monthly invoices for customers in multiple formats to provide transparency
• Contacted clients with past due accounts to formulate payment plans and discuss restructuring options