Desiree Preston
Customer Service Specialist
Glen Allen,Virginia
Summary
Experienced Customer Service Specialist with a strong track record of delivering exceptional guest service and resolving complex issues in customer service (remote/non-remote), and healthcare settings. Skilled in leading teams, optimizing processes, and improving customer satisfaction through innovative problem-solving and effective communication. Demonstrates expertise in patient care, inventory management, and data analysis, with a dedicated focus on driving excellence and continuous improvement.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Customer Service Specialist
UnitedHealthcare
01.2023 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
Human Resources/ Assistant Manager
Omni Richmond
12.2022 - 12.2023
- Assist in hiring, performance management, and training for optimal team execution
- Deliver exceptional guest service, resolving complaints and emergencies promptly
- Manage reservations, check-ins, and phone inquiries efficiently
- Process invoices, reconcile accounts, and maintain accurate financial records
- Balance cash drawer, log receipts, and prepare for audits with precision
- Lead team operations and guest services
- Manage financials, reservations, and audits
- Resolve issues promptly
- Implement training programs for staff development
- Streamline check-in processes and optimize reservation management
- Drive guest satisfaction through efficient problem-solving
- Ensure accurate financial records
- Foster positive work environment through effective communication
- Provide guidance for team growth
- Deliver exceptional guest experiences and prompt issue resolution
- Implement new strategies for improved team performance
- Enhance guest service protocols
- Develop efficient systems for financial management and auditing
Customer Service Representative
Alorica
12.2021 - 12.2022
- Handled and processed incoming calls, verifying customer information and resolving issues promptly
- Adhered to strict policies, procedures, and quality standards, ensuring compliance with federal laws
- Provided excellent customer service, answered queries, and resolved issues, enhancing customer satisfaction
- Attempted to upsell products during calls, contributing to increased sales and revenue
- Managed high-volume inbound calls, accurately capturing customer data while resolving issues and upselling services, ensuring strict adherence to policies and regulations
- Streamlined call processing efficiency by mastering client-specific scripts and procedures, leading to improved customer satisfaction and increased sales conversions
- Developed time-saving techniques for data entry and verification, enhancing overall call handling capacity while maintaining accuracy and compliance standards
Customer Service Specialist
Central Virginia Health Serv
01.2021 - 12.2021
- Greeted patients and caregivers, ensuring a welcoming environment and smooth check-in process
- Answered patient inquiries and scheduled appointments, improving patient satisfaction
- Prepared and managed patient admission and discharge documentation, ensuring accuracy and compliance
- Coordinated with insurance companies for coverage, pre-approvals, and billing issues, reducing claim denials
- Communicated critical information to medical staff, enhancing team collaboration and patient care
- Streamlined patient admission and discharge processes, enhancing operational efficiency and improving patient experience in a high-volume healthcare setting
- Managed complex insurance pre-approvals and billing inquiries, ensuring accurate documentation and timely resolution of patient coverage issues
- Optimized appointment scheduling system, reducing wait times and increasing daily patient throughput for improved clinic productivity
- Implemented new patient information management protocols, enhancing data accuracy and accessibility for healthcare providers
Certified Nursing Assistant
Visiting Angels
08.2019 - 01.2021
- Assisted patients with daily activities, ensuring comfort and dignity; accurately recorded vital signs
- Repositioned bedridden patients to reduce pressure sores; supported in medical procedures
- Administered medications as directed; monitored patients for symptoms needing medical attention
- Transported patients to treatment areas; maintained clean and sanitized environments
- Provided compassionate care to elderly clients, assisting with daily activities and ensuring comfort and dignity in their home environment
- Meticulously monitored and recorded vital signs, dietary intake, and output, contributing to comprehensive patient care and accurate medical records
- Worked closely with nurses and physicians, aiding in medical procedures and treatments to enhance overall patient care and recovery
- Devised creative solutions for client comfort and engagement, fostering a positive home care environment and promoting mental well-being
Guest Service Advocate
Target
04.2018 - 05.2019
- Greeted guests warmly, assessed needs through observation and interaction, ensuring tailored assistance
- Maintained sales floor organization and stock levels, enhancing shopping experience and availability
- Executed price changes, promotional signage, and inventory audits, ensuring accuracy and compliance
- Processed inbound deliveries and managed backroom organization, maintaining inventory accuracy
- Supported major transitions and store maintenance, contributing to a clean and welcoming environment
- Elevated guest satisfaction through personalized service, efficiently managing inventory and maintaining store aesthetics to create an exceptional shopping environment
- Ensured accurate inventory management by executing daily pulls, processing inbound deliveries, and conducting regular audits to maintain optimal stock levels
- Fostered a welcoming atmosphere by authentically engaging with guests, addressing their needs, and providing knowledgeable assistance across all store departments
- Streamlined store operations by executing adjacency changes, transitions, and sales plans, while maintaining brand standards both internally and externally
Education
Business Administration - undefined
Old Dominion University
Norfolk, Virginia 03.2023 - Current
Colonial Forge High School - undefined
Colonial Forge High School
Stafford, Virginia 09.2016 - 5 2020
Skills
Customer Service
Certification
CPR Certified
Accomplishments
Problem Solving
Beating Sales Targets
Time Management
Networking
Training and Development
Timeline
Business Administration - undefined
Old Dominion University
03.2023 - Current
Customer Service Specialist
UnitedHealthcare
01.2023 - Current
Human Resources/ Assistant Manager
Omni Richmond
12.2022 - 12.2023
Customer Service Representative
Alorica
12.2021 - 12.2022
Customer Service Specialist
Central Virginia Health Serv
01.2021 - 12.2021
Certified Nursing Assistant
Visiting Angels
08.2019 - 01.2021
Guest Service Advocate
Target
04.2018 - 05.2019
Colonial Forge High School - undefined
Colonial Forge High School
09.2016 - 5 2020
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