Caitlyn Lippert
Forest
Summary
Dynamic Senior Customer Service Supervisor at OhioHealth Riverside Methodist Hospital, adept at enhancing patient interactions and driving service improvement. Expert in conflict resolution and escalation management, I successfully implemented training programs that elevated team performance and customer satisfaction. Proven ability to collaborate effectively and manage complex inquiries with professionalism.
Overview
15
15
years of professional experience
Work History
Senior Customer Service Supervisor
OhioHealth Riverside Methodist Hospital
Columbus
04.2016 - Current
- Supervised customer service team, ensuring adherence to hospital policies.
- Trained staff on effective communication and conflict resolution techniques.
- Monitored service quality, identifying areas for improvement in patient interactions.
- Implemented training programs for new hires, focusing on hospital protocols and procedures.
- Handled escalated matters concerning difficult customers while maintaining a professional demeanor.
- Provided guidance and support to customer service representatives in resolving complex customer inquiries.
- Researched escalated customer complaints and worked with other departments to resolve issues quickly and efficiently.
- Identified potential problems that could impact the delivery of services or products, and recommended solutions to management team members.
Customer Service Representative
Verizon Wireless
San Francisco
07.2010 - 02.2016
- Assisted customers with inquiries about products and services.
- Resolved billing issues through effective communication and problem-solving.
- Managed customer accounts using Verizon's CRM system.
- Educated customers on device features and plan options.
- Collaborated with team members to enhance customer service processes.
- Documented customer interactions and feedback for service improvement.
- Handled escalated complaints to ensure customer satisfaction.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Education
High School Diploma -
Elgin High School
Marion Ohio06-2009
Bachelor of Science - Buisness Administration
University of Phoenix
Tempe, AZSkills
- Customer relationship management
- Conflict resolution
- Issue escalation
- Patient interaction
- Service improvement
- Team collaboration
- Customer satisfaction
- Escalation management
- Live chat support
- CRM software
- Documentation and notes
- Technical support
- Account management
- Appointment coordination
Timeline
Senior Customer Service Supervisor
OhioHealth Riverside Methodist Hospital
04.2016 - Current
Customer Service Representative
Verizon Wireless
07.2010 - 02.2016
High School Diploma -
Elgin High School
Bachelor of Science - Buisness Administration
University of Phoenix
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