Charlotte Collins
Tucson,AZ
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.
Overview
14
14
years of professional experience
1
1
Certification
Work History
CSR
A Superior Call Center
Madison, GA
04.2015 - 11.2022
- Maintained detailed records of customer interactions and transactions for future reference.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Developed effective working relationships with team members across multiple departments.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Maintained accurate records of customer interactions for future reference.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Updated customer accounts, addresses and contact information within call management databases.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Maintained strong call control and quickly worked through scripts to address problems.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Consulted with customers to resolve service and billing issues.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Medical Assistant
Tendercare
Madison, GA
06.2011 - 02.2015
- Ordered medical supplies, maintained inventory logs and restocked exam rooms when needed.
- Ensured that all instruments used during exams were cleaned properly after each use according to established protocols.
- Collected samples from patients for laboratory testing purposes.
- Performed basic laboratory tests such as urinalysis and blood glucose levels under direct supervision of a physician or registered nurse.
- Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
- Prepared laboratory specimens for analysis and organized lab results for review by the physician.
- Monitored vital signs of hospitalized patients throughout their stay at the hospital or clinic setting.
- Administered injections, medications and treatments as directed by the physician.
- Conducted EKGs, spirometry testing, audiograms and other diagnostic tests as requested by the physician.
- Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
- Provided assistance to medical staff in performing minor surgical procedures.
- Registered new patients into practice management software program accurately entering demographic information.
- Organized patient charts before each day's clinic sessions began.
- Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
- Educated patients on healthcare topics such as nutrition and disease prevention methods.
- Inspected equipment to ensure proper working order prior to use on patients.
- Answered phones, scheduled appointments and managed patient flow while greeting visitors in a professional manner.
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Documented notes during patient visits.
Medical Assistant
Marana Health Center Inc
Tucson, AZ
06.2008 - 05.2011
- Ordered medical supplies, maintained inventory logs and restocked exam rooms when needed.
- Ensured that all instruments used during exams were cleaned properly after each use according to established protocols.
- Collected samples from patients for laboratory testing purposes.
- Performed basic laboratory tests such as urinalysis and blood glucose levels under direct supervision of a physician or registered nurse.
- Assisted with pre-operative preparation of patients including providing instruction about post-operative care plans.
- Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
- Prepared laboratory specimens for analysis and organized lab results for review by the physician.
- Monitored vital signs of hospitalized patients throughout their stay at the hospital or clinic setting.
- Administered injections, medications and treatments as directed by the physician.
- Conducted EKGs, spirometry testing, audiograms and other diagnostic tests as requested by the physician.
- Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
- Provided assistance to medical staff in performing minor surgical procedures.
- Registered new patients into practice management software program accurately entering demographic information.
- Organized patient charts before each day's clinic sessions began.
- Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
- Educated patients on healthcare topics such as nutrition and disease prevention methods.
- Inspected equipment to ensure proper working order prior to use on patients.
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Documented notes during patient visits.
- Cleaned and maintained medical equipment following procedures and standards.
- Responded to patient callbacks and phone-in prescription refill requests.
- Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Organized charts, documents and supplies to maintain team productivity.
- Educated patients about medications, procedures and physician's instructions.
- Contacted pharmacies to submit and refill patients' prescriptions.
- Scheduled appointments for patients via phone and in person.
Education
Some College (No Degree) - Medical Assistant
Carrington College
Tucson, AZSkills
- CRM Software
- Complaint Handling
- Paperwork Processing
- Scheduling
- Inbound and Outbound Calling
- Call Management
- Data Collection
- Data Entry
- Appointment Scheduling
- Documentation
Affiliations
I enjoy spending time with my Grandchildren as well as reading, crafting and dining out.
Certification
- Medical Assistant Certificate
References
References available upon request.
Timeline
CSR
A Superior Call Center
04.2015 - 11.2022
Medical Assistant
Tendercare
06.2011 - 02.2015
Medical Assistant
Marana Health Center Inc
06.2008 - 05.2011
Some College (No Degree) - Medical Assistant
Carrington College
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