Summary
Overview
Work History
Education
Skills
Timeline
Generic

Deborah Pinkney

Crest Hill,IL

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

19
19
years of professional experience

Work History

Technical Support Representative

Verizon Wireless
02.2018 - Current
  • Resolved technical issues for customers, ensuring prompt and effective solutions.
  • Assisted customers with troubleshooting mobile devices and network connectivity problems.
  • Provided training to new team members on software tools and customer service best practices.
  • Streamlined ticket resolution process, enhancing overall customer satisfaction rates.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Managed high-volume call center, maintaining exceptional service standards for all customers.

Patient Service Representative

Advocate Health Care
04.2015 - 02.2018
  • Resolved customer questions, issues and complaints
  • Provided accurate and appropriate information in response to customer inquiries.
  • Managed call flow with up to 30-95 calls per day or more
  • Coordinated insurance verification and prior authorization processes to streamline patient access to services.
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Used and learned software's to schedule appointments.
  • Assisted patients in filling out check-in and payment paperwork.
  • Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
  • Managed patient check-in and scheduling processes to enhance operational efficiency.

Senior Team Lead

Oasis Legal Finance
09.2006 - 04.2015
  • Led cross-functional teams to enhance operational efficiency and streamline processes.
  • Developed training programs to mentor junior staff and improve team performance.
  • Managed project timelines, ensuring deliverables met client expectations consistently.
  • Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
  • Increased overall productivity with consistent monitoring of team progress, adjusting priorities as needed.
  • Developed high-performing team members through targeted training programs and one-on-one coaching.
  • Established clear performance metrics for individual team members, driving accountability towards meeting organizational goals.
  • Collected, arranged, and input information into database system.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.

Education

High School Diploma -

WestingHouse
Chicago, IL

Skills

  • Account management
  • Complaint resolution
  • Technical issues analysis
  • Appointment scheduling
  • Videoconferencing
  • Verbal and written communication
  • Operating systems
  • Teamwork and collaboration
  • Problem-solving
  • Organizational skills
  • Customer communication and empathy
  • Customer service expert

Timeline

Technical Support Representative

Verizon Wireless
02.2018 - Current

Patient Service Representative

Advocate Health Care
04.2015 - 02.2018

Senior Team Lead

Oasis Legal Finance
09.2006 - 04.2015

High School Diploma -

WestingHouse

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