Summary
Overview
Work History
Education
Skills
Timeline
Generic

Charlie Hellkite

Springfield,OR

Summary

Dynamic and empathetic professional with extensive experience in customer service, notably at Norco, Inc., where I excelled in managing high call volumes and resolving complex issues with professionalism. Demonstrated expertise in medical terminology and conflict resolution, enhancing patient satisfaction and loyalty. Skilled in multitasking and fostering teamwork, I significantly contributed to a positive and efficient work environment.

Professional in healthcare support, equipped to enhance patient experiences and streamline service processes. Proven ability to manage inquiries, resolve concerns, and provide reliable support in fast-paced environment. Strong collaborator with focus on achieving results and adapting to changing needs. Skilled in communication, problem-solving, and using healthcare software systems. Known for reliability, empathy, and effective teamwork.

Diligent [Desired Position] with comprehensive background in medical customer service. Successfully resolved patient inquiries and facilitated smooth communication between departments. Demonstrated strong problem-solving abilities and excellent interpersonal skills.

Overview

13
13
years of professional experience

Work History

Medical Customer Service Rep

Norco, Inc.
10.2022 - Current
  • Managed high call volume with professionalism and empathy, ensuring timely resolution of customer concerns.
  • Enhanced patient satisfaction by addressing inquiries and resolving issues related to medical appointments, billing, and insurance.
  • Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
  • Resolved escalated customer complaints efficiently while maintaining composure under pressure situations.
  • Assisted in training new team members on company policies and best practices in medical customer service delivery.
  • Fielded concerns surrounding patients and care, liaising between physician, patient, and insurance company.
  • Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
  • Responded to customer requests for products, services, and company information.
  • Offered ample support to team members with creative solutions to complex challenges regarding scheduling, conflict resolution, and medical care.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Completed clerical duties and tasks for clinic administration.
  • Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
  • Contributed to a positive work environment by fostering teamwork among colleagues and consistently offering support when needed.
  • Developed strong rapport with customers through active listening and empathetic responses, promoting long-term loyalty and trust.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Delivered prompt service to prioritize customer needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promptly responded to inquiries and requests from prospective customers.

Customer Service Representative

JOANN Fabrics and Crafts
08.2021 - 10.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Maintained up-to-date knowledge of product and service changes.

Cosmetologist

Self-employeed
10.2011 - 07.2021
  • Maintained a clean and hygienic work environment by following strict sanitation guidelines and procedures.
  • Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
  • Demonstrated high level of customer service to increase retention and satisfaction.
  • Processed payments, entering sales in register for prompt customer service.
  • Demonstrated exceptional time management skills by efficiently scheduling appointments and managing multiple clients simultaneously.
  • Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
  • Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
  • Enhanced client satisfaction by providing personalized cosmetology services based on individual needs and preferences.
  • Educated clients on proper hair care techniques to promote healthier hair between appointments.
  • Developed strong rapport with clientele through consistent high-quality service, resulting in repeat business and referrals.
  • Answered phone calls and emails to schedule client appointments.
  • Assisted in inventory management by tracking product usage, reordering supplies as needed, and maintaining an organized workspace.
  • Maintained client treatment records and designed long-term care programs for return customers.
  • Conducted thorough consultations with clients to assess their desired outcomes and develop customized treatment plans accordingly.
  • Suggested treatments and styles to suit customer appearance and fashion choices.
  • Utilized social media platforms effectively for promoting the salon''s services which led to increased foot traffic into the establishment.
  • Developed loyal customer base through exceptional service and follow-up, contributing to increased salon bookings.

Education

Certified Phlebotomy Technician - Phlebotomy

Phlebotomy Training Specialists
Keizer, OR
11-2024

Basic Life Saving - CPR

American Red Cross
Springfield, OR
11-2024

Skills

  • Medicare/Medicaid
  • Conflict resolution techniques
  • Strong interpersonal skills
  • Precertification
  • Medical terminology proficiency
  • Patient identity verification
  • Problem-solving skills
  • Multitasking
  • Reliability
  • Customer service excellence
  • Teamwork skills
  • Phone Etiquette
  • Team building
  • Conflict Resolution
  • Information Gathering
  • Professionalism
  • Complaint resolution
  • Record-keeping
  • Time management abilities
  • Customer service orientation
  • Customer Education
  • Staff education and training
  • Account updating
  • Retail store support
  • Key holder experience
  • Refunds processing
  • Inbound call answering
  • Credit card payment processing

Timeline

Medical Customer Service Rep

Norco, Inc.
10.2022 - Current

Customer Service Representative

JOANN Fabrics and Crafts
08.2021 - 10.2022

Cosmetologist

Self-employeed
10.2011 - 07.2021

Certified Phlebotomy Technician - Phlebotomy

Phlebotomy Training Specialists

Basic Life Saving - CPR

American Red Cross

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Charlie Hellkite