Diamond Patmon
Warner Robins,GA
Summary
A hardworking, highly organized, and motivated Customer Service Representative with 5 years of experience providing excellent service on-site/remotely to customers via phone. Skilled in problem-solving, conflict resolution, and multitasking and has a strong history of meeting and exceeding customer expectations. Proven ability to easily build and maintain relationships with customers.
Overview
8
8
years of professional experience
Work History
Healthcare Customer Service Representative
Results CX
11.2023 - 02.2024
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Properly handling all telephone inquiries.
- Investigate, research, process, resolve and respond to member, provider and agent inquiries.
- Update membership information following customer service guidelines.
- Educate new and existing members and providers concerning BCN Advantage policies/procedures and benefits through telephone inquiries.
- Investigate, process, resolve and respond to member, provider, or agent inquiries received via telephone, written correspondence, or in person regarding benefits, eligibility, material forms, ID cards, PCP changes, claims, complex inquiries and quality of care issues.
- Educate new and existing members, providers, or agents concerning BCN Advantage policies, procedures and benefits through daily telephone inquiries.
- Update membership information following BCN Advantage member services guidelines.
- Maintain positive relationships and interactions with employees, enrolled members, potential members, providers, employer groups, and vendors
- Special projects and other duties as assigned. .
Product Support Representative
QuickBooks
08.2023 - 11.2023
- Assist small business owners by answering a variety of inbound customer inquiries via phone in support of QuickBooks (accounting software)
- Assist by trouble-shooting technical issues
Customer Service Representative
Sitel Group
01.2023 - 04.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Inbound phone and video customer service/technical support.
- Handle technical support questions via phone, with video capability.
- Research, analyze and determine an appropriate course of action for TurboTax customers.
- Interact with customers via phone focusing on software navigation questions as well as assisting customer with locating prior years' returns and amendments.
- Document all issues, resolution and follow up actions
- Required to use Smart Look™ screen share to assist customer via one-way video.
Customer Service Representative
Walmart
03.2020 - 05.2022
- Greeting customers, taking inbound and outbound calls, using computer software, and providing outstanding customer service
- Documented, researched and resolved customer service issues.
- Answered inbound calls to handle various concerns
- Handled customer inquiries, payments and service requests.
Waitress
Waffle House
08.2016 - 01.2019
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Managed high volume of customers during peak hours, maintaining prompt and efficient service.
- Maintained a clean and organized dining area, contributing to a pleasant atmosphere for guests.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Processed orders and payments using POS system terminals and registers.
- Set and bussed tables while maintaining sanitation standards.
Education
High School Diploma -
Rutland High School
Macon, GA05.2017
Skills
- Insurance Verification
- HIPAA Compliance
- Call center experience
- Healthcare industry understanding
- Customer Service
- Active Listening
- Critical Thinking
- Technical Support
- Remote Support
Timeline
Healthcare Customer Service Representative
Results CX
11.2023 - 02.2024
Product Support Representative
QuickBooks
08.2023 - 11.2023
Customer Service Representative
Sitel Group
01.2023 - 04.2023
Customer Service Representative
Walmart
03.2020 - 05.2022
Waitress
Waffle House
08.2016 - 01.2019
High School Diploma -
Rutland High School