Brenda Abbas
Red Oak
Summary
Dynamic customer service professional with extensive experience at Exact Sciences Laboratories, excelling in resolving complex issues and enhancing customer satisfaction. Proficient in CRM software and skilled in active listening, I have successfully contributed to policy development and improved service processes, ensuring a seamless customer experience.
Overview
10
10
years of professional experience
Work History
Sr Customer Care Associate
Exact Sciences Labortories
02.2019 - 10.2025
- Acting as the first point of contact for customers, responding to inquiries via phone, email or in-person
- Providing product and service information to customers, and educating them on how to use certain products or services
- Resolving customer complaints or problems in a timely and satisfactory manner
- Working closely with other departments to ensure a consistent and high-quality customer experience
- Identifying and escalating complex issues to the relevant departments or personnel
- Maintaining records of customer interactions and transactions, recording details of inquiries, complaints, and comments
- Participating in training and development sessions to improve customer support skills
- Contributing to the development of policies and procedures related to customer relations
- Providing feedback on the efficiency of the customer service process
Registration Scheduling Representative
Dean/SSM Maternal Fetal Medicine
07.2018 - 11.2018
- Greeted and checked in patients, scheduled appointments in person and/or on the telephone.
- Verified patient information.
- Collected payments.
- Collaborated with healthcare providers to address scheduling conflicts and ensure timely patient care.
Member Service Professional
Dane County YMCA-Northesast
07.2015 - 05.2018
- Provided exceptional customer service, addressing member inquiries and resolving issues promptly.
- Developed and maintained strong relationships with members, enhancing overall satisfaction and loyalty.
- Managed scheduling and coordination of events, ensuring seamless execution and member participation.
- Conducted regular assessments of member feedback, driving continuous improvement initiatives.
Education
Bachelor of Arts - Elementary Education
Certificate - Healthcare Receptionist
12-2017
Relevant Coursework:
- Language for the Business Professional 1 &2
- Customer Contact Skills, Written Communication
- Medical Administrative Procedures
- Business Document Applications
- Outlook, Business Spreadsheet Applications3
Dean's List 1st Semester 2017, 2nd Semester 2017
Skills
- Call center experience
- Customer service
- Inbound customer service
- Time managementActive listening
- Verbal and written communication
- Phone etiquette
- CRM Software: Epic
- Proficient in: ADP, Bravo, Calabrio, Dexter, Learning Universe and Outlook,
Timeline
Sr Customer Care Associate - Exact Sciences Labortories
02.2019 - 10.2025
Registration Scheduling Representative - Dean/SSM Maternal Fetal Medicine
07.2018 - 11.2018
Member Service Professional - Dane County YMCA-Northesast
07.2015 - 05.2018
University of Northern Iowa - Bachelor of Arts, Elementary Education
Madison College - Certificate, Healthcare Receptionist