Angela Smith
Killeen,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
3
3
years of professional experience
Work History
Customer Experience Specialist
Teleperformance USA
06.2020 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Documented customer interactions in internal database to maintain customer service history details.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Healthcare Customer Service Representative
Teleperformance USA
08.2022 - 02.2023
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Supported accounts receivable operations within assigned functions.
- Identified, analyzed and researched systemic issues and made recommendations for resolution.
- Verified insurance eligibility and coverage for patients.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Handled customer service inquiries in person, via telephone, and through email.
- Entered patient demographic and insurance data into anelectronic medical record system.
- Managed patient registration process, confirming data accuracy and completeness.
- Used Microsoft to schedule appointments.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed and implemented customer service policies and procedures.
Education
Undergraduate Certificate - Medical Billing And Coding
DeVry University
Villa Park, IL06.2022
High School Diploma -
Texas Success Academy
Arlington, TX05.2019
Skills
- Client Advocacy
- Trend Monitoring
- Request Management
- Account Management
- Quality Control
- Customer Service
- Complaint Resolution
- Customer Relations
- Microsoft Office
- Strong Analytical and Problem Solving Skills
- Computer Skills
- Customer Retention Strategies
- Policies and Procedures Adherence
Timeline
Healthcare Customer Service Representative
Teleperformance USA
08.2022 - 02.2023
Customer Experience Specialist
Teleperformance USA
06.2020 - Current
Undergraduate Certificate - Medical Billing And Coding
DeVry University
High School Diploma -
Texas Success Academy