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
Retail Operations
Inventory Management
Healthcare Support
Patient Care
Sanitation Procedures
Communication Skills
Conflict Resolution
Team Leadership
Data Analysis
Project Management
Problem Solving
Strategic Planning
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