Summary
Overview
Work History
Education
Skills
Timeline
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Karen Lee

Powder Springs

Summary

Dynamic Customer Service Representative with extensive experience at Wellstar Cobb Hospital, excelling in conflict resolution and patient communication. Proven ability to enhance customer satisfaction and loyalty through empathetic service. Proficient in EPIC software and complies with the systems policies, standards or work, and code of conduct.

Overview

31
31
years of professional experience

Work History

Customer Service Representative

Wellstar Cobb Hospital
09.2011 - 02.2025
  • Act as a liaison among patients, families, visitors and employees.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Assists in solving customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Provides information on wait times, delays in treatment, and communication between physician/nurses to patients and families.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.

Customer Service Representative

Siemens Hearing Instruments
09.1997 - 01.2015
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.

Inside Sales Representative

World Technology Systems
02.1994 - 09.1997
  • Answered customers' questions regarding products, prices, and availability.
  • Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
  • Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
  • Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
  • Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
  • Mentored junior team members, providing valuable guidance on best practices for successful inside sales tactics.

Education

No Degree - Pre-Law

California State University
CA

No Degree - Computer Classes

Middlesex County College
Edison, NJ
01-2007

Skills

  • Microsoft Word, Excel, Power Point
  • Customer service
  • CRM software
  • Call center operations
  • Conflict resolution
  • Patient communication
  • HIPAA compliance
  • Data entry proficiency
  • Patient check-in
  • Verbal and written communication
  • Electronic health records

Timeline

Customer Service Representative

Wellstar Cobb Hospital
09.2011 - 02.2025

Customer Service Representative

Siemens Hearing Instruments
09.1997 - 01.2015

Inside Sales Representative

World Technology Systems
02.1994 - 09.1997

No Degree - Pre-Law

California State University

No Degree - Computer Classes

Middlesex County College

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Karen Lee