Summary
Overview
Work History
Education
Skills
Timeline
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Courtney Howell

Blanchester

Summary

Dynamic customer service professional with extensive call experience at Greene Respiratory Services. Proven track record in complaint handling and conflict resolution, enhancing customer satisfaction through effective problem resolution. Skilled in Processing Patient referrals for Cpap and Bipap and following insurance guidelines to qualify the patient as well as obtaining compliance and authorizations when needed. I have experience with multiple different provider portals such as Availity, Carlon, Caresource, Mycgs.

Overview

7
7
years of professional experience

Work History

CSR

Greene Respiratory Services
09.2023 - Current
  • Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
  • Collaborated with management to develop strategies for enhancing overall customer experience.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered prompt service to prioritize customer needs.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Cross-trained and provided backup support for organizational leadership.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.

CSR

Rotech Healthcare
07.2022 - 08.2023

Manger

Angelos Pizza
08.2019 - 08.2022
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Improved safety procedures to create safe working conditions for workers.
  • Improved marketing to attract new customers and promote business.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.
  • Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
  • Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.

Sales Associate

Walmart
06.2018 - 08.2019
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.
  • Solved customer challenges by offering relevant products and services.

Education

Milford High School
Milford OH
05.2020

Skills

  • Call center experience
  • Customer focus
  • Complaint handling
  • CRM software
  • Customer service
  • Active listening
  • Critical thinking
  • Professional telephone demeanor
  • Conflict resolution
  • Microsoft outlook
  • Relationship building
  • Computer proficiency
  • Customer relations
  • Documentation
  • Payment processing
  • Data entry
  • Office equipment proficiency
  • Scheduling
  • Problem resolution
  • Product knowledge
  • Building rapport
  • Microsoft Excel

Timeline

CSR

Greene Respiratory Services
09.2023 - Current

CSR

Rotech Healthcare
07.2022 - 08.2023

Manger

Angelos Pizza
08.2019 - 08.2022

Sales Associate

Walmart
06.2018 - 08.2019

Milford High School

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Courtney Howell