Christian Massie

• Assisted patients and healthcare members with billing questions, account updates, and insurance inquiries, which facilitated access to essential healthcare services.
• Managed high-volume inbound and outbound calls, delivering professional customer support to enhance client satisfaction.
• Responded to customer inquiries via email, phone, and electronic communication platforms, ensuring timely and accurate information delivery.
• Resolved customer concerns by providing accurate information, researching account details, and following established procedures.
• Maintained confidentiality when handling sensitive customer and patient information.
• Utilized Microsoft Office applications, including Word, Excel, and Outlook, to complete daily administrative tasks and maintain accurate records.
• Performed data entry, updated customer information, and documented all interactions in computer-based systems.
• Demonstrated strong computer skills, attention to detail, and the ability to manage multiple tasks independently in a remote work environment.

• Professional and customer-focused Front Desk Receptionist with experience supporting daily studio operations in a fast-paced fitness environment. Skilled in greeting members and guests, managing class schedules and memberships, handling payments, and providing exceptional customer service. Known for a welcoming demeanor, strong communication skills, and the ability to create a positive first impression while supporting sales and retention goals.
• Answered inbound calls, emails, and live chat messages, addressing membership billing and class schedule inquiries to enhance customer satisfaction.
• Informed customers on billing procedures, processed payments, and assisted with payment options to ensure smooth transactions.
• Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
• Maintained customer information accuracy by performing data entry tasks. into computer systems to maintain accurate records of customer information.
• Processed customer payments efficiently at the front desk. and provided customers with receipts and proper bills and change.
• Provided excellent customer service skills to clients and leads.

• Answer incoming customer contacts (calls, chats, emails) in a professional manner. • Addressed customer inquiries through various communication channels. • Research and troubleshoot problems and provide resolutions by using available resources. • Provide customers with product and service information. • Identify and escalate priority issues • Contacted customers to confirm issue resolution. • Documented customer contacts. • Develop a thorough understanding of Academy policies, procedures, and safety rules.

• Spent time mastering tasks to enhance service quality and response times.
• Accelerated learning of required tasks to support team goals and improve customer satisfaction.

• Effectively listen and address patient needs to convert an inquiry to a booked appointment, while also achieving high patient satisfaction scores.
• Engaged with patients empathetically, prioritizing their needs and providing reassurance to those in distress.
• Effectively inform and educate patients on insurance and our financing/payment plan options.
• Effectively inform and educate patients about our insurance and our our financing/payment plan options.
• Interacted with patients across multiple channels to improve their overall experience..
• Performed daily operational tasks to maintain workflow efficiency.
• Executed tasks to enhance team operations.