Courtnie Fraser
Laurelton
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
Work History
Medical Receptionist,
New Horizon Counseling Center
05.2022 - Current
- Deliver high-quality administrative and customer service to sustain patient and work flows.
- Transmit medical records and other correspondence by mail, e-mail, or fax.
- Verify insurance coverage for appointments and collect co-payments as required.
- Check patient insurance, demographic, and health history to keep information current.
- Maintain strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Manage high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Collaborated with physicians to obtain necessary clinical information for prior authorization submissions.
Call Center Supervisor
Maxsip Telecom
10.2022 - 04.2023
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
Call Center Representative
Appliances Connection
06.2020 - 10.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
Customer Service Supervisor
Lowes Home Improvement
11.2018 - 05.2020
- Trained new hires on the process and procedures of the fr
- Analyzed department performance and defined actions required to achieve business objectives
- Oversaw the development, implementation, and maintenance of policies and procedures within the department
- Handled escalated customer issues, driving customer satisfaction and repeat business.
Customer Service Representative
Lowe's Home Improvement
02.2017 - 11.2018
- Provided accurate and appropriate information in response to customers inquiries
- Ensured appropriate changes are made to improve customer satisfaction
- Properly direct all inbound calls in phone queue to improve call flow
- Handled complaints, provide appropriate solutions alternative with the time limit.
Education
Bachelors - Child Psychology
York College
Jamaica, NY05.2019
High School Diploma - undefined
Tilden High School
06.2014
Skills
- Great customer service and typing skills
- Proficient in MicroSoft word and Excel
- Organized and reliable
- Meticulous detail-oriented
- Customer Relationship Management
- Administrative Support
- Team Goals
- Mentoring New Hires
- Natural Leadership
- Customer Relations Skills
- Customer Care
- Payment Collection
- Insurance Verification
- HIPAA Guidelines
- EMR / EHR
- Insurance claims
- Typing and filing
Timeline
Call Center Supervisor
Maxsip Telecom
10.2022 - 04.2023
Medical Receptionist,
New Horizon Counseling Center
05.2022 - Current
Call Center Representative
Appliances Connection
06.2020 - 10.2022
Customer Service Supervisor
Lowes Home Improvement
11.2018 - 05.2020
Customer Service Representative
Lowe's Home Improvement
02.2017 - 11.2018
High School Diploma - undefined
Tilden High School
Bachelors - Child Psychology
York College
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