Danae Allen
lowell,ma
Summary
Highlymotivated Customerservice represenative with extensive customer service and sales experience. Professional agent with track record of driving and improving experience and elevating company profile with my skills. Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
9
9
years of professional experience
Work History
Unit Coordinator
Spaulding rehab hospital
Cambridge, MA
01.2019 - 01.2023
- Managed medical emergencies calmly and effectively while activating appropriate codes according to hospital policy; ensuring prompt response from specialized personnel.
- Scheduled patient testing, delivered specimens to lab, received STAT lab results and posted in patient record for access by physicians.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Coordinated seamless transportation arrangements for patients requiring off-site diagnostic testing or specialty consultations.
- Handled confidential patient information with discretion, adhering to HIPAA regulations to protect privacy rights.
- Trained new Unit Coordinators on unit-specific protocols, contributing to overall team proficiency in delivering exceptional patient care experiences.
- Monitored office supply inventory, analyzing usage patterns and requisitioning supplies and equipment as well as maintenance repair services.
- Assisted with processing patient admissions, transfers and discharges.
- Conducted in-person greeting, welcome and orientation for newly admitted and transferred patients.
- Responded to patient call lights to expedite appropriate follow-through.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
- Aided physicians'' workflow efficiency by accurately transcribing orders into appropriate systems.
Customer Service Rep
Intergral Resources
Cambridge, MA
01.2017 - 01.2018
- Made Number cold calls per day resulting in client base growth by Number%.
- Made average of Number outbound and inbound calls per day.
- Overcame objections using friendly, persuasive strategies.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Attained $Amount in sales targets on monthly basis.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
Customer Service Representative
Comcast
Portmore Ja
06.2014 - 08.2016
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Worked effectively in fast-paced environments.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Rep
Alorica
Portmore, Ja
01.2014 - 01.2016
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Handled billing information over phone.
- Updated reservation records with high accuracy, maintaining integrity of booking information.
- Resolved customer complaints with empathy and quick problem-solving, leading to decrease in negative feedback.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
Education
Liberal Arts - Nursing classes
Bunker Hill CC
Charlestown, MACertificate of training - CNA Certification, HHA Certification
American Red Cross
01.2018
Skills
- Scheduling Management
- Appointment Scheduling
- Medical Terminology
- Software Knowledge
- Document Control
- Employee Coaching
- Critical thinking abilities
- Stress management techniques
- Medical terminology proficiency
- HIPAA Guidelines
Timeline
Unit Coordinator
Spaulding rehab hospital
01.2019 - 01.2023
Customer Service Rep
Intergral Resources
01.2017 - 01.2018
Customer Service Representative
Comcast
06.2014 - 08.2016
Customer Service Rep
Alorica
01.2014 - 01.2016
Certificate of training - CNA Certification, HHA Certification
American Red Cross
Liberal Arts - Nursing classes
Bunker Hill CC