- Cooking
- Enjoying the art of baking and pastry-making, experimenting with recipes
- Engaging in food photography and sharing culinary creations on social media
- Learning new cooking techniques and expanding my culinary skills
- I enjoy cooking for friends and family gatherings
- Growing herbs, vegetables, or fruits in home gardens
- I like trying new recipes and food trends
- Photography
- Gardening
- Volunteering with youth sports programs as a [role]
Christina Cooper
Customer Service Representative
Modesto,CA
Summary
Dynamic customer service professional with extensive experience at Sutter Health, excelling in problem resolution and data entry. Known for outstanding communication skills and empathetic interactions, I consistently foster patient loyalty while efficiently managing appointment scheduling and insurance verification. Proven ability to thrive in fast-paced environments, ensuring high levels of customer satisfaction.
Overview
15
15
years of professional experience
Work History
Customer Service Agent II
Sutter Health
09.2022 - 11.2024
- Helped a large volume of patients every day with a positive attitude and focus on customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Answered incoming patient calls with a high level of professionalism.
- Scheduled patient appointments
- Obtained patient address, contact details, and insurance information.
- Verified patient's insurance coverage and active status.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among patients.
- Relayed patient messages to the doctor's care team.
- Put in medical renewal requests.
Customer Service Representative
Stanley Black & Decker
11.2011 - 02.2022
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Effectively handled all call, email, web, and faxed transactions to ensure customer/consumer satisfaction by supporting Stanley Black and Decker's Key Performance Indicator's (KPIs)
- KPIs measured will include abandonment rate and answer time.
- Acted as a liaison with sales personnel, distributors, and service personnel to meet and exceed customer expectations.
- Consistently improved and managed customer communication flow on promotions and product information.
- Updated, maintained, and analyzed customer account profiles.
- Maintained working knowledge of all company products, services, and promotions.
- Handled all company administrative, defective and carrier returns.
Product Service Representative
Personnel Placements LLC (Stanley Black and Decker)
06.2011 - 11.2011
- Cultivated strong relationships with clients, promoting repeat business and long-term loyalty.
- Resolved escalated customer issues promptly, maintaining a reputation for exceptional service quality.
- Answered end user phone calls about parts for Dewalt, Black and Decker, Porter Cable, and Bostitch finished goods products.
- Located parts in service net for end users and gave them the MSRP cost and availability.
- Processed credit card payments for parts orders on the phone for end user customers.
Customer Service EQ
Apria Healthcare
02.2010 - 09.2010
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Verified the correct C-PAP supplies needed for the patient.
- Contacted the insurers/payers to verify insurance coverage and eligibility requirements of the patients.
- Obtained verbal/written authorization for medical treatment from appropriate sources.
- Verified insurance information for accuracy and completeness and resolved discrepancies as needed.
- Entered patient's information into the computer system in an accurate and efficient manner to facilitate the insurance verification and authorization process.
- Complied with and adhered to all regulatory compliance areas, policies, and procedures and "best practices".
Education
Phillip's Jr College
Campbell, CA02-1994
Skills
- Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
- Call center experience
- Empathetic and genuine
- Active listening
- Scheduling
Interests
Timeline
Customer Service Agent II
Sutter Health
09.2022 - 11.2024
Customer Service Representative
Stanley Black & Decker
11.2011 - 02.2022
Product Service Representative
Personnel Placements LLC (Stanley Black and Decker)
06.2011 - 11.2011
Customer Service EQ
Apria Healthcare
02.2010 - 09.2010
Phillip's Jr College
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