Claire Montgomery
Natrona Heights,PA
Summary
Dynamic Contact Center Specialist II with a proven track record at Renaissance Family Practice, recognized for exceptional customer service and problem-solving abilities. Expert in CRM software and adept at managing high call volumes while maintaining quality. Achieved top performance awards by enhancing operational efficiency and delivering outstanding customer experiences.
Overview
4
4
years of professional experience
Work History
Contact Center Specialist II
Renaissance Family Practice
02.2022 - Current
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Enhanced contact center operations by sharing and implementing optimal strategies with the team.
- Assisted in implementing new technology systems within the contact center to improve operational efficiency and customer experience.
- Handled escalated calls professionally, diffusing tense situations while finding mutually beneficial resolutions for customers involved parties.
- Contributed to team success by consistently achieving individual performance goals and targets.
- Recognized by management as a top performer in both service quality and productivity, receiving multiple performance awards.
- Achieved high customer satisfaction ratings, effectively addressing concerns and providing appropriate solutions.
- Provided support during peak periods, ensuring all customers received prompt assistance without compromising service quality.
- Streamlined contact center operations for increased efficiency through process improvements and automation.
- Maintained accurate records of customer interactions, documenting details of inquiries, complaints, or comments as well as actions taken.
- Managed high call volumes while maintaining exceptional service quality and professionalism.
- Reduced average call handling time with efficient problem-solving and clear communication skills.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
Personal Care Representative
AVH ED Department
04.2021 - 11.2021
- Enhanced client satisfaction by providing personalized care and support tailored to individual needs.
- Maintained strict adherence to confidentiality and privacy guidelines when managing client information and records.
- Skilled in managing challenging behaviors exhibited by clients due to cognitive decline or mental health issues.
- Implemented creative approaches to engage clients cognitively through stimulating activities such as puzzles, games, or memory-enhancing exercises.
- Attended ongoing professional development opportunities to remain current with industry best practices and enhance caregiving skills.
- Utilized effective problem-solving skills when facing challenges or emergencies within the caregiving environment.
- Assisted families with navigating complex healthcare systems regarding insurance coverage.
Education
Certified Health Records Specialist - Healthcare Administration
Med Certs
Mesa, AZ07.2014
Skills
- Workforce management
- Social media support
- CRM software
- Call handling
- Problem-solving skills
- Customer service
- Resolving issues
- Customer communications
- Verbal and written communication
- Call center customer service
- Inbound phone calls
- Cash handling
- Answering questions
- Customer support
- Communicating with clients
- Gathering information
- Data entry
- Product knowledge
- Customer service optimization
- Technical troubleshooting
- Interpersonal skills
- Appointment scheduling
- Quality control
- Documentation and reporting
- Complaint resolution
- Payment processing
- Call control
- Quality assurance
- Calm disposition
- Logging call information
- Building rapport
- Performance improvement
- Proficient in software
- Account updating
- System documentation
- Customer account updates
- Proficiency in type software
- Call control skills
- Professional phone voice
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Calm and professional under pressure
- Reliability
- Excellent communication
- Computer skills
- Understanding customer needs
- Customer service excellence
- Organizational skills
- Team collaboration
- Calm under pressure
- Active listening
- Effective communication
- Adaptability and flexibility
- Teamwork skills
Timeline
Contact Center Specialist II
Renaissance Family Practice
02.2022 - Current
Personal Care Representative
AVH ED Department
04.2021 - 11.2021
Certified Health Records Specialist - Healthcare Administration
Med Certs