Brenna Schulze
Colorado Springs,CO
Summary
Dedicated Service Associate with exceptional communication and relationship-building skills. Consistently willing to go the extra mile to achieve sales goals. Bringing 6 years of experience in service-driven roles. Promote customer loyalty by deepening relationships and boosting satisfaction with industry-leading service. Effectively drive sales with skilled promotion while handling administrative requirements to correct problems and process changes. Enthusiastic about assisting customers and building trust with knowledgeable customer support. Reliable Service Associate with great communication and interpersonal skills. Highly-motivated, energetic and dependable. Expertise in shrink control and order processing. Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Service Associate
Rocky Mountain Let’s Play
06.2015 - Current
- Rocky mountain indoor soccer
- Open/Close facility
- Collect money
- Customer Service
- Register Teams
- Coordinate/Schedule Games (12 teams per league – 4 leagues per session)
- 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.
- Boosted customer loyalty and improved implementation of solutions by personalizing interactions.
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
- Helped generate sales and identified leads.
- Maintained and managed customer files and databases.
Credit analyst
ML Holdings, UCC
07.2022 - 06.2023
- Filing
- Experian Reporting
- Cod Account Set Up
- Cash Handling
- Collect Money
- Customer Service
- Data Entry
- ADP Payroll
- Email Invoices
- Creating PDF Files For Po’s
- Sales
- Microsoft Office
- Create Excel Spreadsheets
- Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.
- Analyzed credit scores to determine borrowers' creditworthiness.
- Assessed credit risk and analyzed financial statements.
- Managed over 30 customer calls/emails a day
Administrative Assistant
SCL
12.2021 - 07.2022
- Create PDF Files
- Assisted development and implementation of new administrative procedures.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Developed strategies to streamline and improve office procedures.
- Processed customer orders accurately and within agreed timeframes to meet service standards.
- Managed department budgets and generated financial reports for management review.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Help dispatch Nurse’s in ED
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Created and maintained databases to track and record customer data.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
Lead Patient Service Representative
SCL
03.2021 - 12.2021
- Data Entry of Appointments Totals per day
- Work queues
- Invoicing
- Order supplies
- Payroll
- Templates for scheduling
- Supervise 2 Patient Service Representatives
- Cover duties of PSR’s as needed (lunches, absences, etc.)
- Manage calendars
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Built and maintained positive working relationships with patients and staff.
- Managed patient registration process, confirming data accuracy and completeness.
- Used EPIC to schedule appointments.
Patient service representative
SCL
09.2019 - 03.2021
- Answer phones
- Booked in-office procedures
- Identify high risk calls needing immediate attention
- Communicate with insurance companies for benefits confirmation/issues
- Provide pertinent information to patients
- Cancel/verify appointments at patient’s request
- Manage calendars
- Payroll
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Managed patient registration process, confirming data accuracy and completeness.
- Assisted patients in filling out check-in and payment paperwork.
- Took copayments and compiled daily financial records.
- Handled customer service inquiries in person, via telephone and through email.
- Balanced deposits and credit card payments each day.
- Resolved billing inquiries and disputes in timely fashion.
- Developed and implemented customer service policies and procedures.
Call Center Service Representative
Kaiser Permanente
05.2016 - 05.2019
- Associate, kaiser permanente
- Answered phones
- Booked a variety of member appointments correctly using a 200+ page booking guideline
- Identified high risk calls needing immediate attention
- Canceled/verified appointments at member’s request
- Messaged clinic on patient’s behalf
- Provided directions to clinics and other pertinent information to members
- Communicated approved messages, test results and patient care information per guidelines
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Processed debit and credit card and electronic check payments.
- Sought out extra training opportunities to enhance customer relationship management abilities.
Education
Associate of Business Administration - Business
Northwest Kansas Technical College
Goodland, KS05.2014
High School Diploma -
Northglenn High School
Northglenn, CO05.2011
Skills
- Returns and Refunds
- Quality Assurance
- Sales Experience
- Customer Service Excellence
- Loan Applications
- Sales and Marketing
- Microsoft Office
- Customer Data Confidentiality
- Document and Records Management
- Administrative and Office Support
- Customer Account Management
- Call Volume and Quality Metrics
Timeline
Credit analyst
ML Holdings, UCC
07.2022 - 06.2023
Administrative Assistant
SCL
12.2021 - 07.2022
Lead Patient Service Representative
SCL
03.2021 - 12.2021
Patient service representative
SCL
09.2019 - 03.2021
Call Center Service Representative
Kaiser Permanente
05.2016 - 05.2019
Service Associate
Rocky Mountain Let’s Play
06.2015 - Current
Associate of Business Administration - Business
Northwest Kansas Technical College
High School Diploma -
Northglenn High School
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