Dawn Weaver
Euclid
Summary
Dynamic customer service professional with a proven track record at CVS Health, excelling in complaint resolution and building rapport. Skilled in payment processing and documentation, I effectively enhanced client satisfaction rates through proactive problem-solving and a positive demeanor, ensuring a seamless experience for customers and colleagues alike.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
CVS HEALTH
10.2022 - Current
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Implemented and developed customer service training processes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Identified and resolved discrepancies and errors in customer accounts.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
Patient Service Specialist
Cleveland Clinic
01.2020 - 09.2022
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Followed document protocols to safeguard confidentiality of patient records.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Engaged with patients to provide critical information.
- Verified patient insurance eligibility and entered patient information into system.
- Greeted and assisted patients with check-in procedures.
- Provided excellent customer service to patients and medical staff.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
Direct Support Professional
Rose Mary Center
05.2014 - 01.2020
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted disabled clients to support independence and well-being.
- Monitored progress and documented patient health status changes to keep care team updated.
- Maintained clean, safe, and well-organized patient environment.
- Monitored clients to assess and report physical and behavioral changes to supervisors.
- Developed and implemented individualized care plans to meet individual needs of each client.
- Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Transported clients to medical and dental appointments to provide support.
- Monitored clients' overall health and well-being and noted significant changes.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Provided compassionate and patient-focused care to cultivate well-being.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Assisted with daily living activities, running errands, and household chores.
- Transported clients to and from medical appointments with safety and efficiency.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
Education
High School Diploma -
Collinwood High School
Cleveland06-2008
Skills
- Complaint resolution
- Scheduling
- Account updating
- Courteous demeanor
- Order fulfillment
- Payment processing
- Clerical support
- Critical thinking
- High-energy attitude
- Documentation
- Building rapport
- De-escalation techniques
- Multitasking and organization
- Positive and professional
- Data entry
- Problem resolution
- Customer service
Certification
CPR, FIRST AID
Timeline
Customer Service Representative
CVS HEALTH
10.2022 - Current
Patient Service Specialist
Cleveland Clinic
01.2020 - 09.2022
Direct Support Professional
Rose Mary Center
05.2014 - 01.2020
High School Diploma -
Collinwood High School