Charles DiGiovanna
Clermont,FL
Summary
Experienced Patient Advocate adept at conflict resolution, time management and relationship building.
Overview
15
15
years of professional experience
Work History
Customer Member Advocate
CVS HEALTH
Remote
01.2022 - Current
- Worked effectively with staff from all departments to coordinate resolutions.
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Assisted patients in navigating complex healthcare systems and procedures to reduce emotional strain.
- Facilitated communication between patients, families and healthcare providers to support comprehension.
ARM Specialist
Al Tran Financial
Remote
06.2021 - 01.2022
- Followed all company policies and procedures to deliver quality work.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Assisted with staff training to enforce quality, safety and sanitation guidelines.
- Maintained current understanding of market conditions, compliance standards and best practices.
Customer Support Executive
Citibank
Florence, KY
11.2019 - 05.2021
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Listened to customers' questions and concerns to provide answers or responses.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Provided customers with updates and periodic statements on service developments and changes in trends.
- Collected customer information and analyzed customer needs to recommend potential products or services.
Call Center Operations Manager
Hearing Services
Springdale, OH
08.2016 - 04.2019
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
Collections Manager
United Recovery Systems
Covington, KY
10.2008 - 08.2015
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Researched accounts and completed due diligence to resolve collection problems.
- Supervised staff of collectors, monitoring phone calls and letters.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Accessed credit records to evaluate customer credit histories.
Education
MBA - Management Quantitative Methods
American InterContinental University
Schaumburg, IL07.2020
Skills
- Patient Rights
- Patient Database Maintenance
- Adaptable and Flexible
- Operational Requirements
- Activity Monitoring
- Organization and Time Management
- Verbal and Written Communication
- Customer Satisfaction
- Customer Experience
- Staff Leadership
- Teamwork and Collaboration
- Training Classes
Timeline
Customer Member Advocate
CVS HEALTH
01.2022 - Current
ARM Specialist
Al Tran Financial
06.2021 - 01.2022
Customer Support Executive
Citibank
11.2019 - 05.2021
Call Center Operations Manager
Hearing Services
08.2016 - 04.2019
Collections Manager
United Recovery Systems
10.2008 - 08.2015
MBA - Management Quantitative Methods
American InterContinental University