Denise Mitchell
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
27
27
years of professional experience
Work History
Senior Customer Service Specialist
IU Health Physicians
10.2014 - Current
- Ability to demonstrate a commitment to IU Health's mission, vision, and values.
- Coordinate job activities with team and leaders as required.
- Establish and maintain respectful working relations with internal and external customers by being courteous and respectful in all interactions.
- Produce on-time high quality work in a timely fashion.
- Achieve individual and team metrics as applicable.
- Exhibit sound judgement in handling unexpected problems and frequent interruptions that require immediate action or attention.
- Maintain confidentially as appropriate.
- Entered customer data into system and communicated service concerns with IMACS department.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Entered customer data into system and communicated service concerns with neurology department.
Customer Service Specialist-Neurology Department
IU Health Physicians
10.2013 - 10.2014
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Schedule neurology appointments for patients.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about updates and changes.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Oncology Customer Service Representative
Express Scripts Formally Medco Oncology Pharmacy
09.2011 - 10.2013
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Customer support for high volume inbound/outbound call center.
- Schedule orders for oncology medications for new and existing patients.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Customer Service Representative
Kelly Temporary Services
09.2006 - 06.2011
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Order entry from orders received via mail, telephone, email, or fax.
- Research and resolve customer request for for credit or refund.
- Upsell/cross sell customer on educational material for CTB McGraw Hill.
Customer Care Representative
Superior Technical Resources
10.2006 - 05.2008
- Provide customer service for a privately owned registered travelers program.
- Speak face to face with customers about becoming a registered traveler.
- Register travelers on kiosk using their biometrics.
- Assist registered travelers through security checkpoints.
Shift Supervisor-Lockbox Operations
Union Federal Bank
06.1997 - 07.2006
- Supervise staff of 25. Train new employees and delegated daily tasks and responsibilities.
- Maintain employee performance evaluations,
- Resolved customer complaints and issues and offer thoughtful solutions to maintain customer satisfaction.
- Responded to and resolved customer questions and concerns.
- Manage nd maintain 250 lockbox accounts.
- Created processing procedures for each account and stored offsite for emergency processing.
Education
No Degree - Fashion Merchandising
Indiana State University
Terre Haute, INHigh School Diploma -
Cathedral High School
Indianapolis05.1981
Skills
- Escalation Management
- Documentation Review
- Call Control
- Call Center Experience
- Training and Development
- Professional Etiquette
- Team Leadership
- Ability to Multitask
- Excel/Word
- Problem Solving
- Order Entry
- Decision Making
Timeline
Senior Customer Service Specialist
IU Health Physicians
10.2014 - Current
Customer Service Specialist-Neurology Department
IU Health Physicians
10.2013 - 10.2014
Oncology Customer Service Representative
Express Scripts Formally Medco Oncology Pharmacy
09.2011 - 10.2013
Customer Care Representative
Superior Technical Resources
10.2006 - 05.2008
Customer Service Representative
Kelly Temporary Services
09.2006 - 06.2011
Shift Supervisor-Lockbox Operations
Union Federal Bank
06.1997 - 07.2006
No Degree - Fashion Merchandising
Indiana State University
High School Diploma -
Cathedral High School