Dana M Phillips
Little Rock,AR
Summary
Detail and goal-oriented customer service specialist with 18+ years of broad-based experience demonstrating administrative and solid customer service abilities, maintaining professional client relationships in diverse business settings while boosting organizational profitability. An effective team leader with excellent communication, interpersonal, and problem-solving abilities with skills at handling multiple tasks/teams and projects simultaneously. A fast learner with the ability to learn new software and an adaptable individual recognized for the capacity to work autonomously and collaboratively in a dynamic and changing environment.
Professional access coordination specialist with commitment to delivering seamless operational support. Expertise in managing access requests, ensuring regulatory compliance, and maintaining organized records. Known for fostering collaboration and adapting effectively to changing needs while prioritizing team goals and results.
Overview
20
20
years of professional experience
Work History
Access Coordinator II
UAMS
04.2024 - Current
- Managed appointment schedules, including cancellations and rescheduling using hospital systems for optimal workflow.
Inputted and updated essential patient data to ensure accuracy in records management.
Generated new patient charts and retrieved orders from relevant systems as necessary.
Executed insurance verification processes by running eligibility checks and obtaining outside medical records when required.
Assisted public interactions with a professional demeanor while handling phone inquiries effectively.
Navigated conflicts with a focus on positive resolution through active listening skills.
Documented communications accurately while leveraging appropriate technology tools consistently.
Participated in required training sessions while contributing to annual skill assessments.
Customer Service Advocate
Verizon Wireless
02.2010 - 08.2023
- Maintained up-to-date knowledge of product and service changes.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Increased customer retention by offering personalized solutions and building rapport through empathetic listening.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
SALES OPERATIONS COORDINATOR-NATIONAL ACCOUNTS
Alltel Wireless
11.2007 - 01.2010
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Grew existing customer accounts by 9% through increased productivity and performance by providing team members with necessary training regarding changes.
- Handled an average of 20 inbound calls daily with a 93% resolution rate.
- Increased profitability through proper communication of product and service updates available, provision of new activations, and account maintenance.
- Provided administrative support and established daily sales and operational metrics presented to Alltel's National Accounts.
CUSTOMER SERVICE REPRESENTATIVE – BUSINESS OFFLINE
Alltel Wireless
01.2005 - 10.2007
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
High School Diploma -
Hall High School
05.1981
Skills
- Customer Service
- Payment Processing
- Account Management
- Technical Troubleshooting
- Product Education
- Administrative and Office Support
- Account Updates
- Data Entry
- Call Documentation
- Complaint resolution
- Call center experience
- Active Listening
- Computer Proficiency
- HIPAA compliance
- Customer service expertise
- Adaptable mindset
- Scheduling coordination
- Healthcare
- Customer service
Timeline
Access Coordinator II
UAMS
04.2024 - Current
Customer Service Advocate
Verizon Wireless
02.2010 - 08.2023
SALES OPERATIONS COORDINATOR-NATIONAL ACCOUNTS
Alltel Wireless
11.2007 - 01.2010
CUSTOMER SERVICE REPRESENTATIVE – BUSINESS OFFLINE
Alltel Wireless
01.2005 - 10.2007
High School Diploma -
Hall High School
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