Becky Sydne
Lauderhill,FL
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Case Manager Lead who can adept at handling high caseloads without sacrificing quality of care. Operates exceptionally well in high-pressure environments. Recommends best resources and courses of action to benefit clients needs. Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Everise
01.2025 - Current
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Identified and resolved discrepancies and errors in customer accounts.
- Trained new personnel regarding company operations, policies and services.
- Managed approximately 40 incoming calls, emails per day from Customers
Care Manager
Health Care Support
08.2024 - 11.2024
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Educated clients and families on community resources, treatment options and health care services to better manage conditions.
- Developed strong rapport with patients and families through empathetic listening and compassionate communication techniques.
- Assessed clients and developed plans to meet needs.
- Managed complex caseloads, ensuring timely assessment, intervention, and documentation for optimal care outcomes.
- Communicated with healthcare providers to facilitate continuity of care.
- Conducted thorough assessments to identify patients'' needs, strengths, and barriers to achieving optimal health outcomes.
- Served as a liaison between patients, families, physicians, insurance providers, and other healthcare professionals for seamless care coordination efforts.
- Improved patient satisfaction through effective communication and collaboration with interdisciplinary healthcare teams.
- Managed approximately 60 calls, emails and faxes per day from Clients
Care Navigator
Henderson Behavioral Health
06.2024 - 08.2024
- Consistently maintained confidentiality while handling sensitive patient information in accordance with HIPAA guidelines.
- Reduced hospital readmissions for patients through proactive follow-up and continuous communication.
- Maintained detailed documentation of patient interactions, treatment plans, and progress notes for accurate recordkeeping.
- Identified potential barriers to care, implementing tailored solutions to improve outcomes.
- Educated patients and families on available resources, empowering them to make informed decisions about their care.
- Responded to inquiries by directing calls to appropriate personnel.
- Delivered support to medical staff in completion of patient paperwork.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Organized patient records and database to facilitate information storage and retrieval.
- Managed approximately 25 calls, emails and faxes per day from customers
Case Manager
Chrysalis Health
08.2018 - 03.2024
- Provided direct case management services to a caseload of clients with diverse backgrounds and needs.
- Complete and submit required Medical and state documentation within expected timeframes.
- Serves as a liaison for the Children, family, referral source and other social service agencies.
- Collaborated closely with multidisciplinary teams including psychiatrists, psychologists, nurses and other healthcare professionals to provide comprehensive care for clients.
- Managed approximately 12 clients and Managed 8 employees
Health Service Specialist II
MDLive
03.2015 - 08.2017
- Provide excellent service to patients in medical needs for a telehealth visit.
- Help patients with setting up appointments to consult with available providers in their states
- Updating patients medical records
- Locating and communicating with pharmacy for client medication needs.
- Assessed customer inquiries and provided accurate information regarding health insurance benefits.
- Reviewed insurance claims for accuracy and completeness, ensuring that all required information was present.
- Maintained accurate documentation of customer interactions and policy updates.
- High volume Inbound and outbound calls, Managed approximately 65 calls per day from patients
Customer Service Manager
Wal-Mart
08.2015 - 01.2016
- Provide excellent customer service while overseeing 20-25 cashiers, auditing registers and training new employees
- Address any price check issues, stalk PDQ's and maintain a clean stable environment both for employees and customers.
- Developed strategies for problem solving and conflict resolution among team members.
- Initiated new projects that resulted in increased productivity across all departments.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
Education
Bachelors of Arts & Science - Psychology
Florida International University
Miami, FL04.2014
Skills
- Flexible in scheduling
- Case Management
- Mastery of Microsoft Office programs (Word, Excel, PowerPoint, Access)
- Typing proficiency Capable of typing 40wpm
- Medical Terminology & Billing
- Quality Improvement
- Active listening
- Data entry
- Call center experience
- Complaint resolution
- Appointment scheduling
- CRM software
- Quality assurance controls
Languages
English
Native or Bilingual
Haitian Creole
Professional Working
Timeline
Customer Service Representative
Everise
01.2025 - Current
Care Manager
Health Care Support
08.2024 - 11.2024
Care Navigator
Henderson Behavioral Health
06.2024 - 08.2024
Case Manager
Chrysalis Health
08.2018 - 03.2024
Customer Service Manager
Wal-Mart
08.2015 - 01.2016
Health Service Specialist II
MDLive
03.2015 - 08.2017
Bachelors of Arts & Science - Psychology
Florida International University
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