DEMETRIA ELLIOTT
Baytown,TX
Summary
Motivated Customer Service Representative with over 15 years of experience in fast-paced, team-based environments. Works independently, with minimal supervision and pitch in to complete tasks. Demonstrated consistently strong work ethic and adherence to company policy and procedures.
Overview
8
8
years of professional experience
Work History
Contact Center Agent
San Jacinto College
Houston, TX
06.2015 - Current
- Provided college-wide information and customer service to current, prospective and returning students to various departments such as Enrollment Services,
- Admissions, Bookstore, Testing, Veterans Affairs, Financial Aid, Business Office,
- Continuing Education, Nursing, Dual Credit, Cosmetology, Accessibility
- Provide information and answer questions related to application and enrollment process, transcripts requests/submissions and enrollment verification
- Train new hires to provide excellent customer service to students, staff and facility when needed.
- Maintain student and employee confidentiality in compliance with Family Educational Rights and Privacy Act (FERPA).
- Attended weekly and monthly training sessions to enhance quality of customer service.
- Served on the interview committee with Contact Center Manager.
- Navigate through various systems screens in order to access appropriate information to help current and perspective students.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Assisted over 150 customers in average by answering questions, responding to inquiries and handling telephone requests.
Customer Service Consultant
Sutherland Global
Houston, TX
10.2014 - 05.2015
- Scheduled Veterans appointments and made referrals as needed.
- Focused primarily on scheduling appointments with insurance providers in rural areas, in and out of network.
- Contracted knowledge and experience of credentialing of all provider types in accordance with HIPAA policies and guidelines
- Answered average of 150 calls per day by addressing customer inquiries, solving problems and providing new product information
- Provided primary customer support to internal and external customers in fast-paced environment.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
Community Health Worker
UT Physicians
Houston, TX
02.2014 - 08.2014
- Educated patients and instructed them in health and disease prevention
- Handled aspects of patient appointment and scheduling and referrals according to HIPPA guidelines.
- Targeted specific community groups with wellness and disease management information.
- Helped vulnerable individuals navigate complex healthcare system.
- Targeted specific community groups with wellness and disease management information.
- Explained required eligibility applications to patients and helped complete applications for services.
- Managed enrollment, transportation and paperwork for individuals to take advantage of community resources.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Obtained demographic, insurance and financial information from community members to offer thorough and personalized assistance.
Education
Associate of Arts - Healthcare Administration
University of Phoenix
Online 12.2012
Community Health Certification - Community Health Services
School of Public Health
Houston, TX02.2014
Medical Office Specialist Diploma -
Texas School of Business
Houston, TX11.2009
Skills
- Customer Data Confidentiality
- Multi-Line Phone Systems
- Computer Proficiency
- Issue and Complaint Resolution
- Team Support
- High-Volume Environments
Timeline
Contact Center Agent
San Jacinto College
06.2015 - Current
Customer Service Consultant
Sutherland Global
10.2014 - 05.2015
Community Health Worker
UT Physicians
02.2014 - 08.2014
Associate of Arts - Healthcare Administration
University of Phoenix
Community Health Certification - Community Health Services
School of Public Health
Medical Office Specialist Diploma -
Texas School of Business
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