Cheerful and upbeat call center tech with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Detail-oriented approach to resolving CRM issues. Seasoned customer service professional competent in organizing deliveries, dispatching drivers and resolving customer concerns. Detail-oriented, responsive and adaptable to changing conditions. Proficient in medical regulations and procedures. Attentive to customer needs and ready to break down technical problems to develop effective solutions.
Hi, I’m
Audrey Maqks
Tomball,TX
Summary
Overview
23
years of professional experience
Work History
HEB PharmacySan Antonio, TX
Call Center Representative
02.2019 - 05.2023
Job overview
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Resolved inquiries to consistently meet performance benchmarks.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Assessed customer account information to determine current issues and potential solutions.
- Documented conversations with customers to track requests, problems and solutions.
- Answered multi-line call system with consistent 10 second answer speed
Natural PawzHouston, TX
Key Holder
03.2011 - 09.2016
Job overview
- Supported and supervised store opening and closing procedures, including bank deposits and security procedures.
- Accomplished sales goals by engaging customers, delivering top-notch service and promoting special items.
- Coordinated floor moves, merchandising and display maintenance and monitored floor stock to keep popular items available to buyers.
- Promoted service and selling culture to exceed customer expectations and build loyal consumer relationships.
- Developed product knowledge expertise and drove revenue growth by understanding features and benefits in full.
- Protected store assets by assisting with audits, routine cycle counts and physical inventory.
- Trained and helped supervsie staff to develop and maintain store revenue, team customer service skills and product knowledge.
- Maintained and achieved measurable goals to improve sales.
- Displayed merchandise for upcoming sales in visually appealing way.
- Built lasting client relationships by organizing and planning sales events.
- Cultivated store brand and accomplished strategic business initiatives through close collaboration with district manager.
- Conducted department walkthroughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
- Responded to customer inquiries and delivered appropriate information after carefully researching issues.
- Increased sales on consistent basis by developing and maintaining key customer relationships.
- Processed credit card payments and counted back change and currency with 100% accuracy rate.
- Instructed staff on procedures for handling difficult transactions.
- Counted and balanced registers.
Tomball Regional Medical CenterTomball, TX
Medical Records Clerk
01.2000 - 08.2010
Job overview
- Disseminated information to correct department, individual or outside location.
- Maintained complete confidentiality in accordance with organization and legal requirements.
- Observed confidentiality and safeguarded all patient-related information.
- Conceptualized and implemented new and more efficient filing system.
- Scanned incoming documentation.
- Consolidated diverse medical records.
- Maintained 100% compliance with all hospital and government regulations.
- Pulled patient records and transferred information to appropriate parties.
- Provided respectful assistance to all parties, including patients, staff members and insurance company representatives.
- Set up patient charts and documented information in various company software.
- Verified record copies before handing each over to check for and remove unnecessary details.
Education
Waltrip High SchoolHouston, TX
High School Diploma
05.1969
University Overview
Houston Community CollegeHouston, TX
Some College (No Degree)
University Overview
Skills
- Call center operations
- Resolving issues
- Call documentation skills
- Call control skills
- Providing customer support
- Customer communications
- Data entry
- Inbound phone call management
- Report preparation
- Account updating
- Professional telephone voice
- Interpersonal skills
- Quality assurance controls
- Data gathering
- Communicating with clients
Experience
Experience
SpectraForce
October2,2023 - March 8, 2024(contract 6 months)
Patient Service Representative
Position Summary:
Under general direction of an Operations Manager was responsible for providing well defined serfices to patients snd providers and caregivers.
Worked interactively with patients and healthcare providers to complete enrollment activities and answer program inquiries.
PRIMARY DUTIES
- Billing and Coding support
- Claims assistance, tracking and submission
- Prior authorization assistance and tracking
- Welcome Calls
- Advanced alternate coverage research
- Appeals/Denials
- Intake and Report Adverse Events
- Provided exceptional customer service to both internal and external customers.
- Resolve any customer requests in a timely and accurate manner. Escalate complaints or concerns according to company guidelines Process necessary correspondence. Maintain confidentiality. Self motivated working from a queue (phone or system)
- Perform related duties as assigned
Timeline
Call Center Representative
HEB Pharmacy
02.2019 - 05.2023
Key Holder
Natural Pawz
03.2011 - 09.2016
Medical Records Clerk
Tomball Regional Medical Center
01.2000 - 08.2010
Waltrip High School
High School Diploma
Houston Community College
Some College (No Degree)