Betelehem Kassa
Alexandria,VA
Summary
Customer Service
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Nordstrom
09.2019 - Current
- Responsibilities include working closely with customers to determine their needs, answer their questions about products and recommend the right solutions
- Resolve customer complaints and ensure maximum client satisfaction
- Stay up to date with product features and maintain store's visual appearance in high standards
- Provide excellent customer service, while consistently meeting the store's sales goals
- Answers customer questions and resolves customer service issues
- Facilitates purchase/return transactions
- Refers to prices sheets and sale bulletins to ensure prices are up to date
- Collects payments and update customer account
Seasonal Customer Service Assistant Manager (Holiday Village / Gift Wrap)
Nordstrom
10.2022 - 01.2023
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Retail Sales Associates
Bloomingdale's
10.2017 - 01.2019
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
Schedule Registration Representative 2
Inova Medical Group
06.2017 - 10.2017
- Maintained accurate records by updating patient demographics, insurance, and financial information.
- Supported hospital compliance efforts by adhering to HIPAA guidelines and maintaining the confidentiality of patient information.
- Improved overall work environment through active participation in department meetings, sharing ideas for enhancements, and supporting team-building initiatives.
Patient Care Associate
Inova Fairfax Hospital
04.2017 - 06.2017
- Maintained the safety of patients, who are at risk of falling, or are suicidal and deemed a danger to self or others
- Documented patient activities
- Worked under the direction of the registered nurse
Retail Sales Associates (Seasonal)
Bloomingdale's
10.2015 - 01.2016
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
Field Specimen Processor
Neurological Center of Northern Virginia
07.2015 - 08.2015
- Checked armbands and identified the patient prior to collecting a sample
- Avoid patient identification errors
- Collected urine and oral specimen for toxicology testing, medication monitoring and drug detection services
- Packaged and prepared specimens for shipping to testing locations
Contract Analyst
Inova Fairfax Hospital
02.2013 - 12.2014
- Company Overview: Supply Chain Management
- Prepared reports proactively updated the contract database and pricing analysis to assist contracts administrators in making inform decisions
- Managed all pricing discrepancies with the purchasing and account payable process
- Supply Chain Management
Schedule Registration Representative 1
Inova Fair Oaks Hospital
11.2012 - 02.2013
- Company Overview: Outpatient Surgical
- Outpatient Surgical
Administrative Specialist
Inova Fairfax Hospital
07.2012 - 09.2012
- Company Overview: Employee Health and Safety
- Maintained employee files and retrieves files for scheduled appointments; files all employee data upon receipt of information; initiates recorded for new hire employees and creates computer index; prepares file labels -(Netlabels.com); maintains filing statistics; audits filing sequence
- Coded all daily clinic visits for immunization/ vaccination, read PPD, respiratory fit test and for all other employee health assessment
- Processed requests for release of information and documents for billing and/or legal services; sends and receives information via facsimile machine
- Employee Health and Safety
Medical Record Assistant
Inova Pediatric Specialty Center I
06.2012 - 07.2012
- Enhanced interdepartmental communication by effectively liaising between physicians, nurses, and other support staff regarding patient medical records matters.
- Maintained up-to-date knowledge on industry best practices, attending relevant professional development workshops and conferences when possible.
- Responded promptly to authorized requests for access to medical records, upholding legal compliance and customer satisfaction standards.
Sales Associate (Holiday Seasonal)
American Girl
11.2011 - 02.2012
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Exit Desk Receptionist
Alexandria Associates in Dermatology
06.2007 - 02.2010
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Ensured HIPAA compliance by maintaining strict confidentiality with all patient records and information.
Education
Bachelor of Science - Health Care Management
Westwood College
Arlington, VA05.2014
Skills
- Proficient in Microsoft Suite
- STIX Occupational Health
- Sage Medical
- Premier Database
- Medisoft
- GECE Medical Software
- Inova EpicCare
- Type 60 WPM
- Customer service
- Problem resolution
- Call center experience
- Microsoft Excel
- Complaint resolution
- Client relations
Timeline
Seasonal Customer Service Assistant Manager (Holiday Village / Gift Wrap)
Nordstrom
10.2022 - 01.2023
Customer Service Representative
Nordstrom
09.2019 - Current
Retail Sales Associates
Bloomingdale's
10.2017 - 01.2019
Schedule Registration Representative 2
Inova Medical Group
06.2017 - 10.2017
Patient Care Associate
Inova Fairfax Hospital
04.2017 - 06.2017
Retail Sales Associates (Seasonal)
Bloomingdale's
10.2015 - 01.2016
Field Specimen Processor
Neurological Center of Northern Virginia
07.2015 - 08.2015
Contract Analyst
Inova Fairfax Hospital
02.2013 - 12.2014
Schedule Registration Representative 1
Inova Fair Oaks Hospital
11.2012 - 02.2013
Administrative Specialist
Inova Fairfax Hospital
07.2012 - 09.2012
Medical Record Assistant
Inova Pediatric Specialty Center I
06.2012 - 07.2012
Sales Associate (Holiday Seasonal)
American Girl
11.2011 - 02.2012
Exit Desk Receptionist
Alexandria Associates in Dermatology
06.2007 - 02.2010
Bachelor of Science - Health Care Management
Westwood College
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