Christina Rollins
DeForest,WI
Summary
Patient-centered professional with a collaborative approach to assess, plan, facilitate and advocate for options and services. Accustomed to working with vulnerable populations and a fast-paced call center environment. Communicates effectively in order to meet individual needs and coordinate available resources in order to promote quality outcomes. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Motivated Customer service experienced in seasonal roles with superior talent for getting up to speed quickly and driving sales. Offers flexible schedule to work peak seasonal hours. Delivers excellent customer service by practiced listening and speaking skills. Understands and utilizes sales, merchandising and marketing skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
CSR - Customer Service Representative
MTM Transportation Services
06.2022 - 04.2024
- Take 30+ inbound calls for members calling to schedule transportation for non-emergency appointments to dentist and regular doctor appointments
- Also reached out to drivers if there was an issue or members needed to make changes to the trip
- And called the facility to verify the appointment and any other questions regarding the member if necessary for the trip
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Remote Transfer Specialis
Mv Realty
07.2022 - 08.2023
- Made 450-650 outbound calls speaking to potential homeowners in the TN area who qualify for the company Home benefits program and transfer the homeowners to available realtor to see what qualify for
- Work with loan officers to get appointments scheduled for showings and loan closing
- Review documents to ensure everything was completed and everyone signed what needed signatures
- Managed high-volume transfer caseloads, ensuring timely completion and compliance with regulations.
- Provided detailed reports on transfer activity for management review and decision-making purposes.
- Maintained accurate records of all transfers, adhering to strict confidentiality requirements.
Remote Resolution Specialist / Customer Service
LHI
06.2020 - 07.2022
- Make outbound phone calls to government agencies to verify how many COVID-19 tests have on hand Medical scheduling for COVID-19 testing
- Order test kits, send out email updates to patients, Medical transcriptionist train new hires, and schedule appointments Interface with customers via inbound phone calls, email, live chat offer technical support, and document customer interactions Update and maintain files, answer questions, provide COVID-19 test results, and maintain HIPAA compliance
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
Homemaker
Stay at Home Parent
08.2019 - 06.2020
- Ensured household duties were completed and managed household budget Coordinated medical care, meals, and social activities Remained deadline-oriented and reliable while adjusting priorities and managing time wisely Provided encouragement, support, and access to activities that enabled the development of skills
Remote Customer Service Representative
U-Haul
01.2017 - 08.2019
- Answered up to 90 calls per day to schedule reservations Upsold services, accepted and posted payments, and provided outstanding customer service Checked to ensure that appropriate changes are made to resolve customers' problems answer live chat and emails from customers.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Remote Customer Service Representative (Contract)
William Sonoma
11.2018 - 02.2019
- Communicated with customers via inbound phone calls Answered questions, placed orders, and updated customer demographics Accepted and posted payments, upsold items, met sales expectations, and documented interactions
Customer Service Representative
Curtis walker framers insurance
01.2014 - 08.2017
- Make outbound calls 60-100 using auto dialer set appointments 24 daily goal process payment receipt and update account information
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Merchandiser
Acosta
03.2016 - 05.2017
- Restock shelves zoning items unloading trucks build resets and help Customers with any issues or concerns about inventory or products
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Updated pricing and signage to complete product displays and educate customers.
- Inspected merchandise for quality and arranged proper display location on floor.
- Managed inventory levels with regular monitoring, ordering, and stock replenishment for optimal product availability.
Merchandiser
Crossmart
06.2014 - 11.2015
- Organized and set up marketing displays for company products Built displays and stocked shelves Maintained communication with various locations and effectively interacted with managers and customers
Education
Associate of Science - Health and Human Services
Ultimate Medical Academy
Tampa, FL09.2020
No Degree - Public Health
Kent State University
Kent, OH12.2015
High School Diploma -
Penn Foster Career School
Scranton, PA04.2015
Skills
- Healthcare
- Health and Human Services
- Customer support
- Data entry
- Typing
- Live chat
- Product demos
- Windows
- Customer service
- Medical Scheduling
- Computer networking
- Administration and business operations (1 year)
- Telemarketing
- Call center
- HIPAA
- Medical terminology
- Data collection
- CRM software
- Cold Calling
- Communication skills
- Microsoft Office
- English
- SharePoint
- Complaint Handling
- Customer Focus
- Call center experience
- CRM Software
Certification
- Driver's License
- Property & Casualty License
- Certified Notary Public
Assessments
- Protecting patient privacy, Proficient, 01/01/22, Understanding privacy rules and regulations associated with patient records
- Case management & social work, Proficient, 10/01/21, Determining client needs, providing support resources, and collaborating with clients and multidisciplinary teams
Personal Information
Title: License notary public/ loan signing agent
Timeline
Remote Transfer Specialis
Mv Realty
07.2022 - 08.2023
CSR - Customer Service Representative
MTM Transportation Services
06.2022 - 04.2024
Remote Resolution Specialist / Customer Service
LHI
06.2020 - 07.2022
Homemaker
Stay at Home Parent
08.2019 - 06.2020
Remote Customer Service Representative (Contract)
William Sonoma
11.2018 - 02.2019
Remote Customer Service Representative
U-Haul
01.2017 - 08.2019
Merchandiser
Acosta
03.2016 - 05.2017
Merchandiser
Crossmart
06.2014 - 11.2015
Customer Service Representative
Curtis walker framers insurance
01.2014 - 08.2017
Associate of Science - Health and Human Services
Ultimate Medical Academy
No Degree - Public Health
Kent State University
High School Diploma -
Penn Foster Career School
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