DIAMOND WHITTEY

Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.

• Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
• Scheduled, coordinated and confirmed appointments and meetings via phone or email.
• Resolved customer issues quickly and notified supervisor immediately when problems escalated.
• Answered multi-line phone system and transferred callers to appropriate department or staff member.
• Sorted and delivered mail and packages upon arrival to correct staff members and departments.
• Entered and updated sensitive customer information during check-ins or check-out.
• Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
• Tracked important information in Microsoft Excel spreadsheets and ran reports or generated graphs using data.
• Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
• Maintaining patient accounts and records.
• Preparing and sending patient bills.
• Submitting patient claims to insurance companies.
• Assisting patients in filling out required intake and medical forms.
• Ensuring all dental office equipment is functioning properly.
• Scheduled appointments in either eClinicalWorks or Open Dental.
• Performing basic accounting tasks such as taking patient payments and preparing billing statements.
• Maintaining petty cash available in the dental office.
• Updating and verifying patient insurance information.
• Maintained office supplies by taking inventory and submitted orders for low-stock items.

• Represents Kaiser Permanente Health Plan by overseeing the entire pre-boarding process and processing on-boarding documents.
• Processes background screens, notifies department leadership for review as required, and ensures all company, state and federal guidelines are followed.
• Maintained energy and enthusiasm in fast-paced environment.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Carried out day-day-day duties accurately and efficiently.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

• Represents Kaiser Permanente Health Plan by answering and documenting all incoming contacts to determine their nature and to respond to complex calls related to specialized product lines or queues
• Responds professionally to inquiries from internal /external customers.
• Provided customer service to customers by demonstrating skills which are consistent within KP organization's philosophy of providing extraordinary customer relations and quality service.
• Provides higher level support to members inquiries and issues as the members utilize the KP plan and provider services, continuing to build rapport and collaborative relationships with current and prospective members in accordance with compliance guidelines.
• Responsible for increasing customer satisfaction and retention by providing members, customers, patients and providers with accurate, consistent, timely and meaningful information.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Provided primary customer support to internal and external customers in a fast-paced environment.
• Educated customers on promotions to enhance sales
• Used company troubleshooting resolution trees to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
• Managed over 50 calls per day.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Consulted with outside parties to resolve discrepancies and create expert solutions.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Responded proactively and positively to rapid change.
• Delivered excellent customer service, resulting in consistent 97% customer satisfaction rating.

• Responded to customer requests for products, services, and company information.
• Managed large amounts of inbound calls, helping customers with complaints and questions or giving customers information about products and services.
• Processed customer's returns and exchanges according to established procedures.
• Oversaw the cleanliness and maintenance of assigned work areas.
• Cultivated customer loyalty, promoted repeat customers, and improved sales.
• Educated customers on promotions to enhance sales.
• Increased sales by 10%.
• Recommended products to customers, thoroughly explaining details.
• Delivered prompt service to prioritize customer needs.
• Implemented and developed customer service training processes.
• Entered orders into Western Union computer database system.
• Welcomed, greeted and assisted guests in high-traffic store.

• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Built strong relationships with customers through positive attitude and attentive response.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Led team of 20 members while providing exceptional customer service.
• Cross-trained and provided back up for customer service managers.
• Provided constructive criticism regarding quality assurance on team phone calls.
• Mentored and guided employees to foster proper completion of assigned duties.