Donna Conroy
Wolcott,CT
Summary
Adept at resolving customer complaints and fostering loyalty, leveraged problem-solving abilities and professional telephone demeanor at HEALTH COMPLEX DBA ADAPT HEALTH to enhance customer satisfaction. Trained in Medicare/Medicaid policies, also led teams towards efficiency, improving service delivery by training peers in best practices.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
32
32
years of professional experience
Work History
Customer Service Representative
HEALTH COMPLEX DBA ADAPT HEALTH
02.2016 - 09.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Service Manager
Peoples Medical
03.2002 - 02.2016
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Established client focused partnerships with referral sources
- Work in collaboration with referral sources as a patient advocate to obtain documentation required by insurance companies
- Utilizes knowledge of Medicare/Medicaid policies and guidelines as well as IDC10 codes
- Manager on call for after hour emergency services
- Assist walk-in customers with issues and retail sales
- Train patients on the use of medical equipment
Customer Service Representative
Philips Medical Systems
02.1993 - 07.2001
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Establish operating procedure for maintenance contract customers
- Logged daily calls and dispatched 3rd party repair companies
- Follow up between customers and vendors
- Monitored status of open repair orders
- Supported field personnel by ordering parts and opening and closing service orders
- Assisted in developing and evaluating call center improvements and completed additional projects assigned by Management
Skills
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Customer Relations
- Problem Resolution
- Client Relations
Timeline
Customer Service Representative
HEALTH COMPLEX DBA ADAPT HEALTH
02.2016 - 09.2024
Customer Service Manager
Peoples Medical
03.2002 - 02.2016
Customer Service Representative
Philips Medical Systems
02.1993 - 07.2001
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