Diamonds Breaux
Granbury
Summary
Experienced with managing high-volume inbound calls and resolving customer issues. Utilizes effective communication and conflict resolution techniques to ensure customer satisfaction. Knowledge of CRM systems and customer engagement strategies.
Overview
6
6
years of professional experience
Work History
Inbound Customer Service Representative Lead
FX2
03.2023 - 11.2025
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Utilized CRM software to track and manage customer interactions efficiently.
- Escalated complex issues to appropriate departments, ensuring timely resolution for customers.
- Provided product information and support, enhancing overall customer satisfaction levels.
- Proficiency using the following Microsoft Office suite (Word, Outlook, PowerPoint, Excel)
- Educated patients on insurance benefits and healthcare services to enhance understanding.
- Managed appointment scheduling, ensuring optimal use of resources and timely patient access.
- Documented patient interactions in electronic health record systems for accuracy and compliance.
- Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
- Managed high call volume with professionalism and empathy, ensuring timely resolution of customer concerns.
- Streamlined processes to handle high call volumes, reducing wait times and improving service delivery.
Counselor
Rite of Passage
06.2022 - 03.2023
- Developed individualized treatment plans for youth, addressing emotional and behavioral challenges.
- Facilitated group therapy sessions to promote peer support and conflict resolution skills.
- Conducted assessments to identify client needs and track progress over time.
- Collaborated with multidisciplinary teams to ensure comprehensive care for clients.
- Enhanced program effectiveness through continuous feedback and process improvement initiatives.
- Mentored new counselors, providing guidance on best practices and organizational policies.
- Educated clients on available community resources, fostering a sense of empowerment and selfsufficiency.
- Guided clients in developing skills and strategies for dealing with problems.
Patient Care Coordinator
Amgen
06.2019 - 06.2022
- Coordinated patient appointments and managed scheduling to optimize clinic workflow.
- Developed and maintained strong relationships with patients, ensuring clear communication and support.
- Implemented new patient intake processes, improving efficiency and data accuracy.
- Trained staff on patient management systems, enhancing team performance and service delivery.
- Analyzed patient data trends to identify areas for improvement in service delivery processes.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Led initiatives to improve patient satisfaction scores through targeted feedback analysis.
- Proficiency using the following Microsoft Office suite (Word, Outlook, PowerPoint, Excel)
- Monitored compliance with healthcare regulations, ensuring adherence to best practices in patient care.
Education
No Degree - Children And Family Studies
Tarleton State University
Stephenville, TX06-2027
Skills
- Customer relationship management
- Conflict resolution
- Appointment scheduling
- Patient education
- HIPAA compliance
- Electronic health records
- Call center operations
- Team leadership
- Inbound sales
- High-volume call centers
- Computer skills
- Call center experience
- Documentation and reporting
- CRM software
Timeline
Inbound Customer Service Representative Lead
FX2
03.2023 - 11.2025
Counselor
Rite of Passage
06.2022 - 03.2023
Patient Care Coordinator
Amgen
06.2019 - 06.2022
No Degree - Children And Family Studies
Tarleton State University