Dixie Becker
1331 N Avoca Mesa,AZ
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Optum
01.2024 - Current
- Working knowledge of social, cultural and economic conditions of area served
- Timely, precise & critical communications
- Detailed, comprehensive reporting and statistical data
- Attending training for program advancement
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintain detailed confidential records of assigned cases
- High volume call center Out bound
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Patient Care Representative
Physician connection Center
02.2021 - 10.2023
- Working knowledge of social, cultural and economic conditions of area served
- Timely, precise & critical communications
- Detailed, comprehensive reporting and statistical data
- Attending training for program advancement
- Handled prescription refill requests.
- Answered incoming calls, scheduled appointments and filed medical records.
- Followed document protocols to safeguard confidentiality of patient records.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Maintain detailed confidential records of assigned cases
- High volume call center
- Schedule appropriate appointments with doctors and clinics
- Covering multiple doctor offices
- Enhanced communication between patients, families, and healthcare providers through clear explanations of treatment plans and procedures.
- Scheduled approximately 80 patients per week and made reminder calls.
Rehab Technician / HUC
Barrows Neurological Rehabilitation
04.2012 - 02.2021
- Working knowledge of social, cultural and economic conditions of area served
- Timely, precise & critical communications
- Provide motivation to assist in completion of patient goals
- Detailed, comprehensive reporting and statistical data
- Attending conferences and training for program advancement
- Maintain detailed confidential records of assigned cases
- Participate in community partner programs
- Researched and utilized known resources for patients
- Skilled at utilizing customer service and interviewing techniques
- Gives caring social & emotional support
- Ability to diffuse difficult client situations and work with diverse clients
- Ability to effectively utilize required software such as Word, Excel, PowerPoint and proprietary systems
- Strong understanding of military veteran population
- Previous experience working with military veterans, interviewing skills, knowledge of community-based organizations, and familiarity with veteran’s service organization
- Draft formats and prepares documents, reports and graphs.
- Assisted in administration of therapeutic modalities, including ultrasound, electrical stimulation, and heat/cold therapy for pain relief and improved function.
- Performed transfer activities with patients using mechanical lift and point of leverage techniques.
- Provided ADL, functional mobility, ROM and strength therapies under supervising therapist.
Sales and Advertising
The Pass Time Paper
09.2011 - 03.2012
- Listens to individual requests & needs are met
- Detail oriented & solid multi-tasking skills
- Calmly handles any emergency issues
- Excellent oral and written communication skills
- Working knowledge of social, cultural and economic conditions of area served.
- Met or exceeded sales goals for Advertises accounts by bringing in over 100 new accounts and upselling deals to existing clients.
- Increased brand awareness by developing and implementing strategic marketing campaigns.
Certified Nursing Assistant
Banner Baywood Resource Team
05.2010 - 08.2010
- Cleaning and sterilizing of rooms
- Documenting/Recording Information
- Communicating with Supervisors, Peers, or Subordinates
- Detail oriented & solid multi-tasking skills
- Listens to individual requests & needs
- Ability to effectively utilize required software such as Word, Excel, PowerPoint and proprietary systems.
- Supported needs of 20+ residents under long-term care.
Patient Care Technician
Trillium Specialty Hospital
10.2008 - 04.2010
- Respond to medical emergencies
- Oversee all administrative items related to day-to-day operations
- Helps patients with activities of daily living
- Ensures proper care & comfort levels
- Communicating with Supervisors, Peers, or Subordinates.
- Supported needs of 20+ residents under long-term care.
- Reduced stress for patients and families through effective communication and empathetic support.
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Provided high-quality personal care to patients, promoting comfort and dignity during their hospital stay.
- Maintained strict adherence to infection control protocols, minimizing risk of disease transmission within clinical environment.
- Assisted in training new Patient Care Technicians, sharing knowledge and best practices to ensure consistency in care delivery.
Education
Massage Therapy Training -
Arizona School of Massage
Tempe, AZ06.2007
Licensed Certified Nursing Assistant (C.N.A.) – CPR Certification -
Monterey Healthcare
Scottsdale, AZ05.1991
Skills
- Multiple phone systems
- Microsoft word
- Publisher
- Google chat
- Google Drive
- One Drive
- Zoom
- 10 Key
- Call Management
- Microsoft Outlook
- Appointment Scheduling
- Call center experience
- Computer Proficiency
- Problem-solving abilities
- Microsoft Office Suite
- Microsoft Excel
- Microsoft PowerPoint
Attributes
- Works well with a team or independently
- Detail oriented and solid multi-tasking skills
- Listening Skills
- Help whenever needed.
- Well composed in difficult situations
- Can Handle High volumes of calls. (inbound/out bound)
- Polite
- Ability to work remote
Volunteer Experience
I donate much of my spare time serving our Veterans. I am an auxiliary member at the American Legion. I also served as Secretary for the American Legion Riders at Apache Junction Post 27. I head the Christmas Star Program benefiting members of the Phoenix VA Home. I am married to a U.S. Navy Veteran. Reference available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkLocation Preference
RemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementPaid sick leaveHealthcare benefits4-day work week401k matchPaid time offWork from home optionPersonal development programsFlexible work hoursStock Options / Equity / Profit SharingQuote
It's fine to celebrate success but it is more important to heed the lessons of failure.
Bill Gates
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Timeline
Customer Service Representative
Optum
01.2024 - Current
Patient Care Representative
Physician connection Center
02.2021 - 10.2023
Rehab Technician / HUC
Barrows Neurological Rehabilitation
04.2012 - 02.2021
Sales and Advertising
The Pass Time Paper
09.2011 - 03.2012
Certified Nursing Assistant
Banner Baywood Resource Team
05.2010 - 08.2010
Patient Care Technician
Trillium Specialty Hospital
10.2008 - 04.2010
Massage Therapy Training -
Arizona School of Massage
Licensed Certified Nursing Assistant (C.N.A.) – CPR Certification -
Monterey Healthcare