Microsoft Office
BERGELINE SUFFRARD
Health Administration
Belleville,NJ
Summary
Resourceful, motivated, and broad-minded Healthcare Management candidate; dedicated to providing comprehensive care and administrative support for patients and medical facilities. Committed to quickly and thoroughly answering customer questions. Experienced in training new employees on processes and procedures. Motivated Customer Service Representative with over 12 years of retail experience in fast-paced, team-based environments.
Overview
8
8
years of professional experience
8
8
years of post-secondary education
2
2
Language
Work History
NJ Covid-19 Call Center Agent
Navient
Remotely , NJ
10.2021 - 03.2022
- Follow all scripts, policies and procedures provided by Xtend regarding confidential information related to personal information
- Answer inbound calls from state consumers on the COVID-19 virus, register consumers for the vaccination and schedule appointments in the state provided system
- Provide consumers with additional resources and other help lines
- Make reminder calls to potential recipients who have previously registered but not scheduled a vaccine appointment
- Contact targeted populations for registration
- Make reminder calls to those who missed or have not scheduled a second dose vaccine appointment
- Record information in the online, secure client management system
- Report appropriate information to leadership to assist with decision making, situational awareness and appropriate
- Interventions to control outbreaks
- Maintain daily communication with supervisor/lead on activities and tasks.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Assisted customers by answering questions and responding to inquiries.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Maintained and managed customer files and databases.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Customer Health Care Concierge
CVS Health
Hoboken, NJ
09.2020 - 02.2021
- Engage customers by proactively welcoming them to the Health Hub
- Build relationships with customers, patients, and caregivers by answering service (non-clinical) questions and welcoming them to the Health Hub
- Assist customers by helping them navigate healthcare services and products
- Through personalized conversation, try to determine the root cause for the customer’s visit to the Health Hub
- Help customers navigate various programs, digital tools, and Health Hub classes and programs
- Facilitate customer’s engagement by assisting with intake forms, appointment questionnaires and entering data into various health portals
- Assist customers with scheduling 1:1 healthcare consultations with HUB clinicians and enrolling them for classes within the Wellness Rooms
- Assists customers with how to contact their health insurance provider (e.g
- Reviews insurance card with customer to identify the appropriate number for the customer to call)
- Support patient MinuteClinic registration by offering to help at the kiosk or on Minute Clinic iPads
- Proactively offer to help customers find items they are looking for in the store
- Drive awareness and inform customers, patients, and caregivers of availability of needed in-store durable medical equipment (DME) products and services Educate customers on product specifications, comparison, benefits, use, maintenance, and related products
- Promote and drive awareness of upcoming Wellness Room classes, print and distribute event flyers and sign-up customers, patients, and caregivers to fill classes; make outbound calls to confirm class attendance and support set-up on the day of classes and events
- Communicate with customers/patients while protecting their confidential health and medication information according to HIPAA and relevant state laws.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients.
- Applied best practices in customer service, sales and employee management to exceed organizational goals.
Shift Supervisor
Wendy’s
Harrison, NJ
05.2013 - 07.2020
- Participate in training program to gain experience in front desk work, answering phones and filing daily paperwork for (21) Wendy’s restaurants
- (Lenfam Management Co)
- Work with team members to improve performance and implement training updates
- Assist store management meet standards of service and quality in daily operations
- Complete store opening and closing procedures, including setting up registers and checking products for freshness and ordering
- Respond to and resolve customer questions and concerns
- Evaluate employee skills and knowledge regularly, providing hands-on training and mentoring
- Work with customers to understand requirements and provide exceptional service
- Assist employees with comprehension of store policies and procedures
- Eliminate customer service issues by quickly resolving disputes and correcting problems.
- Completed store opening and closing procedures and balanced tills.
- Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands.
- Responded to and resolved customer questions and concerns.
- Built performance-oriented culture with satisfied, hardworking employees by clearly highlighting employee success and developing leaders from within.
- Conducted shift inspections to evaluate operational activities and implement timely resolutions for diverse concerns.
- Trained new employees and delegated daily tasks and responsibilities.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Enforced company policies and regulations with employees.
- Regulated pricing, inventory count and supply during shift hours.
Administrative Intern
Nutley Family Service Bureau
Nutley, NJ
1 1 - 01.2020
- Learned non-profit organization operations and community relations through food bank, therapy, and thrift store services
- Reached out to clients to book appointments for therapy services
- Entered billing and patient information into EMR system
- Organized files for recordkeeping and in compliance with state regulations.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Created and updated records and files to maintain document compliance.
- Answered incoming phone calls pleasantly directed calls to appropriate personnel.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Entered data into system and accurately updated customer accounts.
- Sorted mail and dispersed to correct departments and employees.
- Sorted, opened and routed mail and deliveries to meet business requirements.
- Offered technical support and troubleshot issues to enhance office productivity.
- Prepared mail and packages for shipment, pickup and courier services to expedite delivery.
- Produced letters and memoranda to inform stakeholders of business decisions.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Cashier
Chipotle
Bloomfield, NJ
07.2018 - 05.2019
- Counted money in cash drawers and ensured accuracy of balances
- Supported guest satisfaction and loyalty through prompt customer service and timely check-outs
- Took orders, prepared meals, and packaged food items
- Created a welcoming environment for every customer and answered questions, concerns, or inquires
- Handled returns and complaints effectively
- Assisted customers with pricing, menu, and Wi-Fi usage inquiries
- Created loyal clientele with friendly interactions and consistent appreciation efforts
- Handled currency and credit transactions smoothly and accurately
- Collaborated with crew members to ensure the delivery of efficient, high-quality service.
- Helped customers complete purchases, locate items and join reward programs.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Answered questions about store policies and addressed customer concerns.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Provided friendly service and assistance to clients promote customer loyalty, satisfaction and sales.
- Greeted customers entering store and responded promptly to customer needs.
- Tallied cash drawer at beginning and end of each work shift.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Collected and authorized payments of guests.
- Processed customer refunds and exchanges according to established guidelines.
- Restocked and organized merchandise in front lanes.
Education
Bachelors - Health Service Management
Berkeley College
01.2017 - 04.2020
Skills
Documentation and reporting
Customer support
Call center operations
Quality assurance
Gathering information
Answering questions
CallSelect communication systems
Telemarketing expertise
Problem-solving skills
Performance improvement
Logging call information
Account management
Complaint resolution
Customer service optimization
Client communication
Cash Handling
Customer Relationship Management
Haitian Creole, Fluency
Sales expertise
Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook) & EMR
Inbound phone calls
Verbal and written communication
Technical Support
E-commerce
Calm disposition
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Supervised team of 50 staff members.
- Achieved Result by completing Task with accuracy and efficiency.
Software
Word, Excel
PowerPoint, Outlook
EMR
Publisher
Timeline
NJ Covid-19 Call Center Agent
Navient
10.2021 - 03.2022
Customer Health Care Concierge
CVS Health
09.2020 - 02.2021
Cashier
Chipotle
07.2018 - 05.2019
Bachelors - Health Service Management
Berkeley College
01.2017 - 04.2020
Shift Supervisor
Wendy’s
05.2013 - 07.2020
Administrative Intern
Nutley Family Service Bureau
1 1 - 01.2020