Devina Lane
Houston,TX
Summary
Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives.
Overview
25
25
years of professional experience
Work History
Medical Office Manager
Jan Miller Schwartz MD.,PA
Houston, TX
03.1999 - Current
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Managed daily administrative tasks to ensure smooth operations within medical office environment.
- Maintained strict confidentiality of sensitive patient information, adhering to HIPAA guidelines and safeguarding against potential data breaches.
- Created and managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing, and accounts receivable.
- Assisted physicians with clinical documentation to ensure complete and accurate records for each patient visit.
- Increased revenue by optimizing billing processes and ensuring timely collection of payments from both patients and insurance companies.
- Managed 4 employees with various personalities and from different cultures for private-physician practice.
- Improved patient satisfaction by implementing efficient scheduling and appointment management systems.
- Streamlined office operations for increased efficiency and productivity through effective staff training and delegation of tasks.
- Oversaw accounting, budgeting, and financial reporting.
- Completed bi-weekly payroll for 4 employees.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Negotiated and executed contracts on behalf of department.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
CSR Supervisor
LD Backhoe Service
Houston, TX
04.2008 - 09.2015
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Developed and implemented customer service policies and procedures.
- Assisted in recruiting and onboarding new hires, setting them up for success.
- Managed complex cases involving multiple stakeholders while maintaining professional demeanor and focus on resolution goals.
- Streamlined processes for faster issue resolution, leading to improved customer experiences.
- Monitored call quality using designated software platforms, identifying areas where improvements could be made.
- Coordinated schedules to ensure optimal staffing levels during peak call volume periods.
- Managed high-volume call center operations, ensuring timely responses to customer inquiries.
- Increased team efficiency by providing ongoing coaching, feedback, and support to CSR representatives.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Kept high average of performance evaluations.
- Spearheaded quality assurance initiatives, leading to consistent delivery of excellent customer service standards.
Education
Associate of Arts - Accounting
University of Phoenix
Tempe, AZ10.2018
High School Diploma -
Northbrook High School
Houston, TX03.2000
Skills
- Strong Work Ethic
- HIPAA Regulations Understanding
- Effective Multitasking
- Professional telephone etiquette
Timeline
CSR Supervisor
LD Backhoe Service
04.2008 - 09.2015
Medical Office Manager
Jan Miller Schwartz MD.,PA
03.1999 - Current
Associate of Arts - Accounting
University of Phoenix
High School Diploma -
Northbrook High School