Courtney Byrd
Clayton,NC
Summary
Dynamic customer service advocate with a proven track record at Oak Street Health, excelling in complaint resolution and appointment scheduling. Recognized for enhancing customer satisfaction through effective communication and performance monitoring. Adept at data entry and maintaining compliance, consistently achieving high first-call resolution rates while fostering a collaborative team environment.
Overview
16
16
years of professional experience
Work History
Customer Service Advocate
Oak Street Health
12.2023 - Current
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
- Assisted patients with appointment scheduling and follow-up communications.
- Responded to customer inquiries regarding healthcare services and insurance options.
- Collaborated with medical staff to resolve patient concerns efficiently.
- Managed patient records using electronic health record systems for accuracy and compliance.
- Educated patients on available resources, enhancing overall service experience.
- Processed patient information and documentation in accordance with healthcare regulations.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Met customer call guidelines for service levels, handle time and productivity.
Hospitality Assistant
Harvest Hospitality Group
05.2013 - 06.2024
- Provided exceptional customer service by promptly addressing guest inquiries and requests.
- Assisted in managing front desk operations, ensuring smooth check-in and check-out processes.
- Coordinated room assignments and maintained accurate reservation records for optimal occupancy.Participated in team meetings to discuss strategies for improving overall guest experience.
- Processed payment transactions accurately using various forms of tender, including cash, credit cards, and gift certificates.
- Conducted regular inventory checks on amenities such as towels, toiletries, mini-bar items, ensuring adequate stock levels were maintained at all times.
- Monitored access points throughout property to maintain security standards for guests' safety.
- Achieved food preparation goals for consistent quality and freshness.
- Created and disseminated weekly menus and coordinated related supplies.
- Helped front-of-house team members promptly resolve customer complaints.
- Managed performance of kitchen employees with regular evaluations, coaching and support.
- Developed and maintained consistency in kitchen operations with regular meetings and organized training.
- Managed kitchen staff and coordinated food orders.
- Ensured proper staffing levels were maintained during busy periods or special events.
- Conducted regular inspections of public areas and guest rooms to maintain cleanliness standards.
- Monitored social media channels for feedback and responded appropriately.
- Participated in regular staff meetings to discuss improvements in department.
- Maintained warm and professional demeanor, welcoming and directing event attendees to designated tables or venue areas.
- Set up tables, decorations and action stations for catered events.
- Answered guests catering-related questions during events and addressed complaints.
- Planned menus following guidelines on nutrition and healthy eating.
- Collaborated with housekeeping to ensure timely room turnover and cleanliness standards were met.
Outreach Specialist Medical Chart Retrieval
Datavant
12.2022 - 12.2023
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Paid attenCollaborated with colleagues and co-workers to deliver quality customer experience.
- Handled customer inquiries, payments and service requests.
- Met personal, team and company goals in customer service environment.
- Documented, researched and resolved customer service issues.
- Anticipated needs and resolved problems to keep customers happy.
- Delivered fast and friendly service to handle questions and service complaints.
- Collaborated across departments to resolve customer-related issues.
- Followed up on unresolved cases to keep customers informed of progress towards solution.
- Maintained customer records by updating account information in database.
- Wrote and updated patient files, charts and medical records for sorting and review.
- Updated electronic medical records, upholding data security and confidentiality practices.tion to detail while completing assignments.
Customer Service Representative
Sutherland Global Services, Excellus BCBS
12.2022 - 06.2023
- Anticipated needs and resolved problems to keep customers happy.
- Documented, researched and resolved customer service issues.
- Collaborated with colleagues and co-workers to deliver quality customer experience.
- Delivered fast and friendly service to handle questions and service complaints.
- Collaborated across departments to resolve customer-related issues.
- Managed customer calls efficiently in fast-paced call center environment.
- Answered inbound calls to handle various concerns, set appointments and close sales.
- Met personal, team and company goals in customer service environment.
- Enhanced customer satisfaction with fast, knowledgeable service.
- Handled customer inquiries, payments and service requests.
- Managed difficult customer situations with professionalism and empathy.
- Offered personalized recommendations based on customer preferences or past purchase history.
- Assisted customers in navigating company website or application during support interactions.
- Resolved product or service issues by clarifying customer complaints and offering appropriate solutions.
- Maintained customer records by updating account information in database.
- Addressed and resolved customer concerns and complaints.
- Answered customer inquiries via phone, email, and chat.
Assistant Store Manager
Menchie's Frozen Yogurt
09.2015 - 01.2019
- Oversaw expenses, deposits and receipts to support recordkeeping.
- Developed and strengthened teams through thoughtful sales floor leadership and personnel management.
- Ran promotions and in-store events to increase sales.
- Scheduled and delegated assignments to maximize coverage.
- Inspired team members to drive performance, collaboration and teamwork.
- Trained staff in customer service, merchandising and security monitoring.
- Enforced employee adherence to company practices, policies and procedures.
- Exceeded revenue targets through strategic promotional planning and merchandising strategies.
- Monitored inventory levels to plan orders and meet store demands.
- Interviewed, hired and terminated associates for fully-staffed store and customer satisfaction.
- Built and managed successful retail teams through recruiting, training and encouragement.
- Coordinated solutions to resolve escalated customer service issues.
- Reduced shrinkage with successful loss prevention strategies.
- Trained new employees on store policies, procedures, and product knowledge.
- Maintained visual merchandising standards by updating displays regularly.
- Managed daily store operations to ensure smooth functioning and customer satisfaction.
- Performed opening and closing duties as needed, ensuring security of store premises.
- Assisted in developing sales strategies to increase profitability and store performance.
Human Services Technician
Trenton Psychiatric Hospital
09.2013 - 07.2016
- Assessed client needs and developed individualized service plans to enhance support outcomes.
- Coordinated with multidisciplinary teams to ensure comprehensive service delivery for diverse populations.
- Facilitated workshops and training sessions to empower clients in life skills and personal development.
- Maintained accurate documentation of client interactions and progress, ensuring compliance with regulatory standards.
- Monitored client progress towards achieving goals outlined in their care plan.
- Conducted assessments to determine eligibility for social service programs.
- Connected clients with appropriate mental health services and counseling.
- Developed individualized care plans for clients with various needs.
- Facilitated group sessions on topics such as life skills, parenting, and budgeting.
- Assisted geriatric patients with living full and independent lives, aiding in securing physical, social and economic support.
- Kept meticulous and compliant documentation covering case activities for each individual.
- Acted as mandatory reporter of abuse.
- Understood and recognized signs of physical and substance abuse patterns and other debilitating circumstances.
- Implemented community outreach programs to promote mental health awareness.
College Recruiter
Brookdale Community College
01.2010 - 07.2013
- Developed and implemented targeted recruitment strategies to attract diverse student populations.
- Conducted information sessions and workshops to educate prospective students about college programs.
- Collaborated with academic departments to align recruitment efforts with institutional goals and priorities.
- Utilized CRM systems to track candidate interactions and streamline the recruitment process.
- Responded to inquiries from prospective students via phone, email, and social media platforms.
- Conducted interviews with applicants to assess their qualifications and fit for institution.
- Advised accepted students on course registration, housing options, orientation schedules, and other pre-enrollment tasks.
- Assisted students through online orientation and tracked progress.
- Assisted in organizing college fairs and open house events to promote school.
- Maintained accurate records of all applicant data in accordance with privacy regulations.
- Pursued qualified candidates for enrollment and determined appropriateness of candidates for admission.
- Collaborated with other departments to ensure smooth application process for new students.
- Achieved goals for contact rates and performance through expert handling of inquiries.
- Obtained new student enrollments by offering exceptional customer service and guidance through admissions processes.
- Explained financial requirements and helped match prospects to relevant support.
- Scheduled and conducted interviews with interested students.
- Traveled extensively to represent institution at regional, national, and international recruitment events.
- Coordinated campus visits for prospective students that included tours, class observations, meetings with faculty members, and informational sessions about student life resources available on campus.
- Developed and maintained relationships with high school counselors to encourage referrals of qualified candidates.
- Fielded incoming calls from interested students sourced through targeted and creative marketing strategies.
- Supported office efficiency with customer service, clerical and recordkeeping expertise.
Education
Associate of Arts - Psychology
Brookdale Community College
Lincroft, NJ05-2011
High School Diploma -
Red Bank Regional High School
Little Silver, NJ05-2004
Skills
- Goal oriented
- Script adherence
- Customer service
- Communicating with clients
- Data entry
- Customer service optimization
- Interpersonal skills
- Appointment scheduling
- Quality control
- Canopy and Greenway Proficient
- Documentation and reporting
- Complaint resolution
- Call control
- Calm disposition
- Performance monitoring
- Organizational skills
- Active listening
- Critical thinking
Timeline
Customer Service Advocate
Oak Street Health
12.2023 - Current
Outreach Specialist Medical Chart Retrieval
Datavant
12.2022 - 12.2023
Customer Service Representative
Sutherland Global Services, Excellus BCBS
12.2022 - 06.2023
Assistant Store Manager
Menchie's Frozen Yogurt
09.2015 - 01.2019
Human Services Technician
Trenton Psychiatric Hospital
09.2013 - 07.2016
Hospitality Assistant
Harvest Hospitality Group
05.2013 - 06.2024
College Recruiter
Brookdale Community College
01.2010 - 07.2013
Associate of Arts - Psychology
Brookdale Community College
High School Diploma -
Red Bank Regional High School
Similar Profiles
MARGARET M BUKOWSKIMARGARET M BUKOWSKI
Senior Associate, Provider Services at Oak Street Health | CVS HealthSenior Associate, Provider Services at Oak Street Health | CVS Health
Quanza MooringQuanza Mooring
Nurse Practitioner, TeleHealth at Oak Street HealthNurse Practitioner, TeleHealth at Oak Street Health
Jordan GriffinJordan Griffin
Sr. Associate, Managed Care Operations at Oak Street HealthSr. Associate, Managed Care Operations at Oak Street Health
Lea JohnsonLea Johnson
Assistant Property Manager at Mid-America Apartments Co.Assistant Property Manager at Mid-America Apartments Co.
Zoraida RoqueZoraida Roque
Patient Care Coordinator at JAG-ONE Physical TherapyPatient Care Coordinator at JAG-ONE Physical Therapy