Overview
Work History
Education
Skills
Timeline
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Craig Latson

Houston,Texas

Overview

8
8
years of professional experience

Work History

Medical Customer Service Agent

Boston Scientific-Preventice
Houston, Texas
12.2023 - 02.2024
  • Assisted customers with inquiries regarding products.
  • Provided product information to customers in a timely manner.
  • Maintained a high level of customer satisfaction by providing accurate and helpful responses.
  • Updated customer records in the CRM system accurately with each interaction.
  • Attended training sessions regularly to stay current on new products or services.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Managed high-volume of inbound and outbound customer calls.
  • Managed incoming calls and scheduled appointments for patients.
  • Answered patient inquiries, provided information on services, and directed callers to appropriate personnel.
  • Assisted in resolving customer complaints in a timely manner.
  • Entered patient data into electronic health records accurately and efficiently.
  • Engaged with customers in an empathetic and professional manner at all times.
  • Performed outbound calls to remind patients about upcoming appointments.
  • Followed HIPAA guidelines when handling confidential patient information.
  • Utilized various software systems such as EMRs, CRMs, and databases effectively.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.

Call Center Agent

S4 Communications / AT&T Call Center
Houston, Texas
09.2023 - 11.2023
  • Customer service for inbound and outbound calls.
  • Greeted customers in a professional and courteous manner.
  • Assisted customers with inquiries, issues and complaints via telephone, email and chat.
  • Provided accurate information on products and services to customers.
  • Resolved customer service inquiries promptly and efficiently.
  • Processed orders accurately and timely.
  • Maintained up-to-date knowledge of company's products, services and promotions.
  • Identified customer needs by asking probing questions and actively listening to responses.
  • Followed up with customers regarding their satisfaction with product or service received.
  • Managed customer accounts, including updating account information as needed.
  • Maintained detailed records of customer interactions using contact management software.
  • Reported any technical problems encountered while taking calls to the IT department.
  • Tracked daily performance metrics such as wait times, average handle time.
  • Performed other duties as assigned by supervisor.
  • Participated in training sessions to stay abreast of new products, services, policies and procedures.
  • Developed strong relationships with customers through effective communication skills.
  • Adjusted communication style based on individual customer needs.
  • Utilized problem solving techniques when dealing with difficult or irate customers.
  • Managed high-volume of inbound and outbound customer calls.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Education Director and Sales Coordinator

Fort Bend Music Center
Staffort, TX
04.2016 - 12.2022
  • Managed customer service and call center for Houston Grand Opera.
  • Managed customer service and call center for Houston Symphony.
  • Developed and implemented innovative curricula for students.
  • Conducted regular faculty meetings to discuss student performance, new initiatives, and policy changes.
  • Created and maintained budgeting plans for educational programs and activities.
  • Provided professional development opportunities to teachers and staff members.
  • Evaluated faculty performance through observation, surveys, and interviews.
  • Managed the recruitment, hiring, training, and evaluation of teaching personnel.
  • Organized parent-teacher conferences to address student learning needs.
  • Collaborated with community organizations on grant proposals for educational resources.
  • Maintained open lines of communication between families and educators regarding student achievement.
  • Researched best practices in instructional methods to improve student outcomes.
  • Implemented policies, procedures and programs to carry out educational standards and goals.

Education

Bachelor of Science - Business Management

University of Houston
Houston, TX
05-1975

Skills

  • Payment Verification
  • Office Administration
  • Administrative Tasks
  • Recordkeeping
  • Meeting Facilitation
  • Client Relationships
  • Business Management
  • Scheduling Expertise
  • Customer Engagement
  • Motivational Leadership
  • Relationship Building

Timeline

Medical Customer Service Agent

Boston Scientific-Preventice
12.2023 - 02.2024

Call Center Agent

S4 Communications / AT&T Call Center
09.2023 - 11.2023

Education Director and Sales Coordinator

Fort Bend Music Center
04.2016 - 12.2022

Bachelor of Science - Business Management

University of Houston

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Craig Latson