Charlene Wilcox
Nampa,ID
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Continuum Global Solutions
Missouri City, MO
10.2021 - 06.2023
- Maintained a high level of professionalism when dealing with difficult customers.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed positive relationships with customers through friendly interactions.
- Implemented innovative methods for streamlining the customer service process.
- Answered customer inquiries via phone, email, and chat.
- Provided accurate information about products and services to customers.
- Resolved customer complaints promptly and efficiently.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed strong relationships with customers by providing personalized assistance and support.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered inbound calls, chats and emails to facilitate customer service.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
- Promoted available products and services to customers during service, account management and order calls.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Provided top quality control and eliminated downtime to maximize revenue.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Gathered customer feedback through surveys and used the data to improve customer service.
Certified Nursing Assistant
Idaho State Correctional Institution
Boise, Idaho
09.2012 - 06.2015
- Observed patients for any changes in their physical or mental condition.
- Collected specimens for testing purposes upon request from physicians or nurses.
- Took temperature readings orally or rectally as instructed by the RN or MD.
- Provided basic patient care by taking vital signs, measuring height and weight, and recording intake and output.
- Reported changes in patient condition to registered nurse or physician.
- Transported patients to treatment units, using wheelchair or stretcher.
- Administered medications as directed by registered nurse or physician.
- Assisted patients with activities of daily living such as bathing, grooming, and dressing.
- Monitored vital signs including blood pressure, pulse rate, respiration rate.
- Turned and repositioned bedridden patients on a regular schedule to prevent bedsores.
- Assisted with ambulation of patients utilizing appropriate equipment safely.
- Responded quickly to emergency situations involving sudden illness or injury.
- Supported non-ambulatory residents in range of motion exercises.
- Distributed drinking water and nourishment to residents.
- Assisted residents with bathing and dressing to promote personal hygiene.
- Assisted residents in preparing for activities and social programs.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Used mobility devices to transport patients.
- Collected specimens, monitored vitals, and maximized patient comfort to maintain optimal environment.
- Conducted routine checks on patient vitals, blood pressure, blood sugar, and heart rate.
- Answered signal lights, bells or intercom systems to determine resident needs.
- Assisted patients with shaving, bathing, and oral hygiene to promote healthy habits and overall wellness.
Patient Account Representative
Price Chiropractic Associates
Boise, Idaho
12.2010 - 09.2011
- Resolved any issues arising from incorrect or incomplete documentation relating to a particular claim.
- Verified accuracy of medical coding for services rendered by healthcare providers.
- Maintained confidentiality of patient information in compliance with HIPAA regulations.
- Reconciled payments received against outstanding invoices ensuring proper posting of credits and debits.
- Assisted in resolving patient complaints related to account balances, insurance coverage, and payment plans.
- Communicated frequently with healthcare providers regarding payment status updates on their claims submitted.
- Provided customer service to patients regarding billing inquiries and account information.
- Ensured compliance with company policies concerning the privacy of confidential health information.
- Maintained detailed notes on all patient interactions for future reference purposes.
- Submitted appeals on behalf of patients when appropriate based on findings from research conducted into denied claims.
- Updated existing patient files with relevant information such as changes in address or contact information.
- Reviewed EOBs statements submitted by insurance companies for accuracy against provider's charges.
- Analyzed claims denials from third party payers and identified potential solutions for reimbursement.
- Researched discrepancies in patient accounts to determine appropriate resolution.
- Performed monthly reconciliations of patient accounts to ensure accuracy of financial data.
- Initiated collection activities on delinquent accounts while adhering to HIPAA guidelines and regulations.
- Worked closely with insurance companies to obtain authorization for services rendered.
- Processed payments from patients and maintained accurate records of all transactions.
- Conducted follow-up calls with patients to ensure that accounts were up to date and properly documented.
- Collaborated with relevant parties to resolve billing issues, insurance claims, and patient payments.
- Resolved inquiries from patients, families, and external payers.
Education
Associate of Science - Billing And Coding
Ultimate Medical Academy
Clearwater, FL09-2021
Nursing Assistant
Lifecare of Treasure Valley
Boise, ID09-2006
Medical Terminology
American Institute of Health And Technology
Boise, ID09-2003
Skills
- Diagnostics
- Medical Records
- Charting
- Patient Care
- HIPAA Compliance
- Medical Terminology
- Patient Monitoring
- Calm and Level-headed
Timeline
Customer Service Representative
Continuum Global Solutions
10.2021 - 06.2023
Certified Nursing Assistant
Idaho State Correctional Institution
09.2012 - 06.2015
Patient Account Representative
Price Chiropractic Associates
12.2010 - 09.2011
Associate of Science - Billing And Coding
Ultimate Medical Academy
Nursing Assistant
Lifecare of Treasure Valley
Medical Terminology
American Institute of Health And Technology