Chelsea Willoughby
Experienced Customer Care Representative
Riverdale,GA
Summary
Detail-oriented professional with over 10 years of customer service experience. Facilitates smooth operations through effective communication, policy enforcement, and conflict resolution. Committed to enhancing customer satisfaction and delivering solutions that foster positive interactions.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Customer Care Representative
Southwest Airlines
Atlanta, GA
09.2022 - 03.2026
- Resolved passenger concerns and complaints with empathy to enhance customer satisfaction.
- Delivered fast, friendly, and knowledgeable customer support while managing high call volume each shift.
- Assisted customers with flight reservations and itinerary changes over the phone.
- Supplied accurate information on flight schedules, fares, and policies to support informed travel decisions.
- Supported special requests for passengers requiring additional assistance.
- Documented customer interactions in the company's CRM system efficiently.
Patient Care Coordinator
Celestial Plastic & Reconstructive Surgery
Atlanta, GA
04.2021 - 09.2022
- Communicated with patients to ensure quality of care and collaboratively developed personalized care plans.
- Educated and counseled patients and caregivers on diagnoses, treatment options, disease management, and medication adherence to improve health outcomes.
- Liaised effectively with patients, doctors and staff members, assessing medical charts and promoting high level of communication and interaction.
- Explained policies, procedures, and services to patients to enhance understanding and compliance.
- Greeted incoming patients and verified paperwork to manage smooth intake processes.
- Administered treatment information to patients, explaining scientific details in easy-to-understand terms.
Receptionist
Lexington Plastic Surgeons
Atlanta, GA
07.2019 - 03.2020
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Answered office phone and emails to schedule appointments, answer questions and document information.
- Managed office duties and basic administrative tasks, organized workspace, ordered materials, and answered phone calls to ensure smooth office operations.
- Provided administrative support by making copies, sending faxes, organizing documents, and rearranging schedules to enhance team efficiency.
- Processed payments and updated accounts to maintain accurate financial records.
Certified Pharmacy Technician
CVS Pharmacy
Stockbridge, GA
12.2016 - 07.2019
- Assisted pharmacist in processing high volume of prescriptions while addressing customer inquiries to enhance patient satisfaction.
- Coordinated with insurance companies to process claims and resolve issues, ensuring timely payments and minimizing disruptions in patient care.
- Managed inventory, rotated stock, removed expired or damaged drug products, and resolved discrepancies in drug counts to ensure medication safety and availability.
- Supervised inventory levels to maintain adequate supply of medications and medical supplies.
- Educated patients on prescription instructions and answered questions regarding drug side effects.
- Maintained strict patient confidentiality to adhere to HIPAA regulations and avoid data compromises.
Licensed Pharmacy Technician
Walgreens
Conyers, GA
07.2015 - 04.2016
- Interpreted and processed medication orders, ensuring accuracy and compliance under pharmacist supervision.
- Educated patients on prescription instructions and addressed questions on drug side effects, enhancing patient understanding and adherence.
- Refilled medications and offered insight into over-the-counter products and verified insurance benefits.
- Transmitted claims to insurance companies for payment and reconciled EOBs, facilitating timely reimbursements.
- Maintained strict patient confidentiality to adhere to HIPAA regulations and avoid data compromises.
- Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
Education
High School Diploma -
Clarkston High School
Clarkston05-2008
Some College (No Degree) - Nursing
Georgia Perimeter College
Clarkston, GASome College (No Degree) - Nursing
South Suburban College of Cook County
South Holland, ILSkills
- Flight Booking Assistance
- Travel Coordination
- CRM documentation
- Documentation Management
- Microsoft Office
- Data entry
- Office Administration
- Customer service
- Complaint resolution
- Service orientation
- Empathy and patience
- Telephone etiquette
- Effective communication
- Service Recommendations
- Billing Support
- Organizational efficiency
- Identity Verification
Certification
- Certified Nursing Assistant
- Certified by the Pharmacy Technician Certification Board (PTCB)
Languages
- English, Native/ Bilingual
- Spanish, Limited
Timeline
Customer Care Representative
Southwest Airlines
09.2022 - 03.2026
Patient Care Coordinator
Celestial Plastic & Reconstructive Surgery
04.2021 - 09.2022
Receptionist
Lexington Plastic Surgeons
07.2019 - 03.2020
Certified Pharmacy Technician
CVS Pharmacy
12.2016 - 07.2019
Licensed Pharmacy Technician
Walgreens
07.2015 - 04.2016
High School Diploma -
Clarkston High School
Some College (No Degree) - Nursing
Georgia Perimeter College
Some College (No Degree) - Nursing
South Suburban College of Cook County