ASHLEY HARBECK
Suffolk,VA
Summary
Experienced marketing management professional who consistently delivers high-quality and results-focused marketing content. In-depth knowledge of social media marketing with expertise in identifying emerging market trends. I am a fast learner. I am great with computers and I am very happy and cheerful. Positive energy and teamwork are the keys to success. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. 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, ad providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Representative
BCforward Staffing
09.2022 - 02.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
Surgical Scheduler
Riverside Surgical Specialists
05.2021 - 09.2022
- Provided exceptional customer service when addressing patient inquiries or concerns regarding their scheduled surgeries.
- Assisted in the ongoing development of surgical scheduling policies and procedures, enhancing overall efficiency.
- Ensured compliance with regulatory requirements through diligent adherence to established protocols when booking surgeries.
- Contributed to departmental goals by actively participating in continuous improvement initiatives related to surgical scheduling processes.
- Reached out to patients to confirm arrival times and convey procedures.
- Managed surgeon preferences, equipment needs, and special requests to ensure optimal preparation for each procedure.
- Contacted insurance companies to obtain authorizations and gathered all related medical records.
- Sent daily case confirmations and checked with leadership on daily basis to make emergency changes and routine schedule updates.
- Reduced scheduling conflicts by proactively identifying potential issues and addressing them promptly.
- Maintained accurate records of all scheduled surgeries and related appointments, contributing to smooth operations.
- Followed physician's orders and availability calendar to schedule tests and procedures.
- Streamlined surgical scheduling processes for increased accuracy and reduced patient wait times.
- Coded correct procedures for physician and billing purposes.
- Supported hospital administration by providing regular reports on surgical scheduling metrics and trends.
- Facilitated efficient rescheduling of cancelled or postponed procedures while minimizing disruption for both patients and providers.
- Coordinated with insurance companies to obtain pre-authorizations for scheduled surgeries, minimizing financial barriers for patients.
- Collaborated with surgeons to optimize schedules, ensuring timely access to necessary procedures.
- Served as a key liaison between patients, physicians, and hospital staff, fostering strong relationships that supported effective care coordination.
- Enhanced patient satisfaction by efficiently scheduling surgeries and coordinating necessary pre-operative appointments.
- Maintained up-to-date knowledge of industry best practices, incorporating new strategies to further optimize surgical scheduling processes.
- .Helped reduce surgery cancellations due to administrative errors by meticulously reviewing physician orders prior to booking cases.
- Increased overall satisfaction among surgeons by consistently meeting their scheduling preferences and accommodating special requests when possible.
- Arranged pre-operative and post-operative appointments for surgical patients.
- Expertly managed planning, scheduling, and coordination of outpatient procedures.
- Verified insurance coverage and obtained pre-authorizations.
- Obtained pre-authorizations and pre-certifications ahead of scheduled surgeries.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Resolved scheduling conflicts to maintain high-quality patient services.
- Educated patients about surgeries and provided treatment plan documentation.
- Collated pre-operative lab and imaging results to facilitate surgery planning.
- Updated patient records to reflect upcoming surgeries and medical histories.
- Updated daily operating room calendars with accurate appointment schedules.
- Coordinated with facilities to set up surgeries for [Number] [Surgeon type].
Referral Coordinator
TMPG Imaging and Breast Center
04.2016 - 04.2021
- Scheduled appointments with specialists on behalf of clients.
- Demonstrated strong attention to detail and organizational skills in managing a high volume of referrals while maintaining exceptional levels of patient care.
- Maintained a high level of accuracy in referral documentation, ensuring smooth transitions between healthcare providers.
- Processed referral requests from patients, doctors and other health care professionals.
- Responded to patient inquiries to offer timely updates regarding referral status.
- Called insurance companies to get precertification and other benefits information on behalf of patients.
- Served as a liaison between primary care physicians, specialists, and patients to ensure timely access to needed services.
- Provided exceptional customer service, addressing patient concerns and inquiries regarding the referral process.
- Managed electronic health records efficiently, safeguarding sensitive patient information while expediting the referral process.
- Developed and maintained strong working relationship with referral sources to streamline processing.
- Established strong relationships with external providers, facilitating seamless communication and collaboration in patient care.
- Developed comprehensive knowledge of insurance requirements, advocating for patients when necessary to secure approval for needed services.
- Enhanced patient satisfaction with timely coordination of referrals and appointments.
- Kept healthcare providers informed of referral status updates, promoting optimal continuity of care throughout the referral process.
- Assisted with completion of referral forms and verified data accuracy and completion
- Monitored referrals to foster timely completion and followed up with physicians to facilitate.
- Facilitated referrals to other healthcare providers and resources to bridge service gaps.
- Maintained accurate records on in-progress and completed referrals, ensuring full data integrity throughout process.
- Streamlined referral process by implementing efficient tracking and communication systems.
- Weighed patient need, provider availability, and insurance coverage to determine optimal scheduling.
- Contributed to practice growth by maintaining positive relationships with both patients and referring providers.
- Accessed and reviewed patient records to verify receipt completed referral paperwork.
- Improved departmental workflow by assisting colleagues with tasks such as appointment scheduling or insurance verification when needed.
- Supported clinical team in managing complex cases through effective coordination of multiple referrals and appointments.
- Provided thorough follow-up support after completion of referred services, ensuring proper billing procedures were followed.
- Developed and implemented effective strategies to increase referral sources.
- Collaborated with medical staff to ensure appropriate referrals based on individual patient needs and insurance coverage.
Marketing administrator
Williamsburg plantation inc
04.2012 - 09.2015
- Printed and entered data
- Looked up owner information and spoke to owners about the marketing program
- I also put packets together to hand out to our owners, and answered phones.
Bartender
Warwick yacht and country club
05.2010 - 04.2012
- Took inventory of all beer, liquor, and food for the bar
- Entered data on spreadsheets and also took orders and cooked food.
Education
Associate of Science - Medical coding and billing
Bryant And Stratton College
Getzville, NY04-2025
Skills
- Organized
- Creative and innovative
- Budget development and management
- Social media engagement
- Social commerce
- Natural leader
- Strategic marketing
- Critical Thinking
- Active Listening
- Problem-solving abilities
- Customer Service
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Complaint Handling
- Microsoft Excel
- Payment Processing
- Complaint resolution
- Call Center Operations
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Call Management
- Product Knowledge
- Administrative Support
- Microsoft PowerPoint
- Customer Relationship Management (CRM)
- Prioritization
- Clerical Support
Certification
- Certified Coding Associate, Bryant and Stratton College - July 12, 2024- July 11, 2026
Timeline
Customer Service Representative
BCforward Staffing
09.2022 - 02.2024
Surgical Scheduler
Riverside Surgical Specialists
05.2021 - 09.2022
Referral Coordinator
TMPG Imaging and Breast Center
04.2016 - 04.2021
Marketing administrator
Williamsburg plantation inc
04.2012 - 09.2015
Bartender
Warwick yacht and country club
05.2010 - 04.2012
Associate of Science - Medical coding and billing
Bryant And Stratton College
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