Diamond Valentine
Columbus,Ohio
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the service center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, and speed. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Patient Care Technician
Quantum Health
02.2024 - 03.2024
- Maintained confidentiality of patient data and condition to safeguard health information.
- Acted as the main point of contact for patients, doctors, and hospital staff by closely reviewing healthcare benefits and maintaining high levels of communication.
- Upheld confidentiality requirements and regulatory compliance guidelines.
- Performed as subject matter expert for case management processes.
- Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
- Provided support and guidance to patients and families to navigate healthcare systems.
- Resolved customer complaints using established follow-up procedures.
- Facilitated communication between patients and various departments and staff.
- Provided excellent customer service to patients and medical staff.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Responded to inquiries by directing calls to appropriate personnel.
- Managed 50 or fewer client/ provider assistance calls per day with constant and ongoing communication. Assessed needs, and offered qualified support
Service Center Representative
Sedgwick
02.2020 - 12.2022
- Upheld quality control policies and procedures to increase client satisfaction
- Escalated client concerns, issues, and requirements to a supervisor for immediate rectification
- Managed over 50 incoming client calls per day. Providing knowledge, address concerns, and provide next step solutions
- Answer questions via chat for co-workers/ new hires with help needs.
- Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals
Telephone Banker
J.P. Morgan Chase
08.2016 - 01.2018
- Answered 50+ inbound calls from account holders to assist customers in completing withdrawals, deposits, and transfers as well as open new accounts and obtain balance information
- Facilitated exceptional customer service by meeting customer needs and recommending products to promote financial success
- Navigated multiple computer systems and applications and utilized search tools to find customer information
- Used the desire to help to resolve customer issues to create expanded customer relationships.
Customer Service Representative
Teleperformance USA
10.2014 - 04.2016
- Identified solutions in a fast-paced, results-focused call center environment
- Provide quality customer service through one-call resolution and establishing long-term customer relations
- Problem solver who resolved customer issues, and looked for creative service solutions to unique problems
- Educated customers on special pricing opportunities and company offerings.
- Managed over 100 customer calls per day.
Medical Assistant
Hematology Oncology Consultants
01.2013 - 03.2013
- Interviewed and engaged patients to obtain medical history, chief complaints, and vital signs
- Prepared treatment rooms for patients by cleaning surfaces and restocking supplies
- Organized charts, documents and supplies to maintain team productivity
- Administered injections
- Documented notes during patient visits.
Education
Medical Assistant Certification Diploma -
Everest Institute
Gahanna, OH04.2013
Skills
- Call Management
- Complaint resolution
- Data Entry
- Professional telephone demeanor
- Follow-up skills
- Customer Relations
- Call center experience
- Documentation
- Customer Education
- Medical terminology knowledge
- Problem-solving abilities
- Customer Service
Knowledge Skills Areas
- Customer Experience
- Live Chat
- Email Support
- Call Center Operations
- KPI's, QA/ CSTAT
- Event Planning
Timeline
Patient Care Technician
Quantum Health
02.2024 - 03.2024
Service Center Representative
Sedgwick
02.2020 - 12.2022
Telephone Banker
J.P. Morgan Chase
08.2016 - 01.2018
Customer Service Representative
Teleperformance USA
10.2014 - 04.2016
Medical Assistant
Hematology Oncology Consultants
01.2013 - 03.2013
Medical Assistant Certification Diploma -
Everest Institute