Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Camille Gans

Houston,TX

Summary

Tireless, well-organized Customer Advocate determined to resolve customer concerns to complete satisfaction. Balances company requirements against customer needs. Highly professional and courteous in all interactions.

Overview

30
30
years of professional experience

Work History

Customer Advocate

Carvana
Kingwood, Texas
02.2022 - Current
  • Researched and resolved account and service problems with friendly, knowledgeable support.
  • Documented customer concerns and inquiry resolutions in internal computer system.
  • Listened to customers in actively to assess issues and provide accurate information.
  • Accessed multiple databases to investigate customer questions and concerns.
  • Delivered customers vehicles with integrity.
  • prepped vehicle before delivery.
  • made calls to inform customers of delivery or delay of delivery, being transparent, gaining the trust of each customer.

Patient Advocate

Altus Houston Hospital
Houston, Texas
01.2022 - 02.2022
  • Responded to patient concerns and questions with compassionate and knowledgeable service.
  • Entered details into computer systems and managed database of information.
  • Worked effectively with staff from all departments to coordinate resolutions.
  • Assisted patients in understanding individual rights and responsibilities in regards to care, coverage and payment.
  • Maintained documentation on patient activities, coverage issues and hospital actions.
  • Followed document protocols to safeguard confidentiality of patient records.
  • Facilitated communication between patients and various departments and staff.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.

Administrative Assistant

Houston Methodist Continuing Care Hospital
Katy , Texas
02.2014 - 10.2021
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Handled client correspondence and tracked records to foster office efficiency.
  • Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
  • Developed and updated spreadsheets and databases to track, analyze and report on performance and clinical data.
  • Coached new employees on administrative procedures, company policies and performance standards.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
  • Processed invoices and expenses using QuickBooks to facilitate on-time payment.
  • Supported room reservations, agenda preparation and calendar maintenance for programs, meetings and events.
  • Arranged rapid office equipment repair and maintenance with vendors.
  • Organized weekly staff meetings and logged minutes for corporate records.
  • Monitored premises, screened visitors, updated logs and issued passes to maintain security.
  • Maintained staff directory and company policy handbook for human resources department.
  • Coordinated travel arrangements by booking airfare, hotel and ground transportation.
  • Performed research to collect and record industry data.
  • Created PowerPoint presentations for business development purposes.
  • Managed Access databases converting complex data into easy-to-interpret data.
  • Created detailed expense reports and requests for capital expenditures.
  • Offered office-wide software support and training, troubleshooting issues and optimizing usage.
  • Coordinated annual hospital events.
  • Coordinator for Nursing Sunshine Awards.

Customer Service Manager

Christus St. Catherine Hospital
Katy , Texas
07.2006 - 02.2014
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Completed special projects by using effective decision making, critical thinking and time management skills.
  • Created customer support strategy to increase customer retention.
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
  • Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
  • Developed documentation and logs of implemented solutions and generated and submitted reports.
  • Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
  • Consistently managed 40-person staff, effectively resolving issues, which resulted in top ranking out of 5 teams.
  • Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
  • Devised and published metrics to measure organization's success in delivering world class customer service.
  • Responsible for educating staff on the check-in process and patient wait times.
  • Responsible for insurance verification and approval for patient surgical procedures.

Grievance Compliance Officer

Kaiser Permanente Hospital Foundation
Hayward , CA
03.1998 - 03.2003
  • Managed practical action plans to respond to audit discoveries and compliance violations.
  • Liaised with risk management, internal audit and employee services departments to direct compliance issues to appropriate channels for investigation and resolution.
  • Implemented improvement initiatives and developed compliance testing program to monitor and identify gaps in new and existing practices.
  • Identified potential areas of compliance vulnerability and risk to develop and implement corrective action plans.
  • Gathered, organized and evaluated data to make accurate assessments of current operations.
  • Wrote and presented reports outlining findings and recommendations from compliance audits.
  • Monitored compliance with processes, policies, procedures and standards in regards to collection and management of annual contributions from shareholder companies.
  • Enhanced regulatory, strategic and operational performance to keep in alignment with deadlines.
  • Prepared training programs to improve compliance at all levels.
  • Enhanced accountability and responsibility for compliance by allocating tasks such as assessments, mitigation, monitoring and auditing.
  • Managed quality programs to reduce overdue compliance activities.

Customer Service Representative

Aerotek
Baltimore, MD
05.1989 - 06.1998
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.

Education

Associate of Science - Introduction Computer Science

Strayer University
Washington, DC

Associate of Applied Science - Business Administration

Western International University
Arizona City, AZ

No Degree - Logistics/ Trucking

Kllm
Dallas Texas

Skills

  • Verbal and Written Communication
  • Calm and Professional Under Pressure
  • POS Systems and Ordering Platforms
  • Order and Refund Processing
  • Understanding Customer Needs
  • Issue and Complaint Resolution
  • Multitasking and Prioritization
  • Responding to Difficult Customers
  • Creative Problem Solving
  • Building Customer Trust and Loyalty
  • Upselling Products and Services
  • De-escalation Techniques
  • Efficient and Detail-Oriented
  • Customer Account Management
  • Upbeat and Positive Personality
  • Customer Data Confidentiality
  • Courteous with Strong Service Mindset
  • Microsoft Exchange
  • Multi-Line Phone Systems
  • Call Volume and Quality Metrics
  • Patient and Empathetic
  • Time Management
  • Inbound and Outbound Calling
  • Proficiency in Microsoft Office and G Suite
  • Administrative and Office Support
  • Establishing and Maintaining Customer Relationships
  • Excellent Attention to Detail
  • Computer Proficiency

Timeline

Customer Advocate

Carvana
02.2022 - Current

Patient Advocate

Altus Houston Hospital
01.2022 - 02.2022

Administrative Assistant

Houston Methodist Continuing Care Hospital
02.2014 - 10.2021

Customer Service Manager

Christus St. Catherine Hospital
07.2006 - 02.2014

Grievance Compliance Officer

Kaiser Permanente Hospital Foundation
03.1998 - 03.2003

Customer Service Representative

Aerotek
05.1989 - 06.1998

Associate of Science - Introduction Computer Science

Strayer University

Associate of Applied Science - Business Administration

Western International University

No Degree - Logistics/ Trucking

Kllm

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Camille Gans