Donna Gerrior
AT&T Call Center
Elkton,MD
2001
years of professional experience
Skilled in resolving conflicts with empathy and maintaining detailed records, enhancing customer satisfaction. Proficient in data entry, transcription and medical terminology, I excel in fostering positive relationships with clients.
Work History
Hospital Volunteer
- Manned dispatch, scheduling for patient transport to and from hospital and doctor offices for routine appointments.
- Drove health ride bus, picking up patients and delivering them to their respective appointments.
Customer Service Representative
5 Years- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
- Utilized CRM software to track customer interactions and maintain updated records.
- Adapted quickly to new processes and systems, enhancing service delivery standards.
- Collaborated with team members to improve response times and customer satisfaction ratings.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy utilizing strong listening skills, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company 1
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
Customer Service Representative
5 Years 4 Months- Educated customers on products and services, promoting features that meet their needs.
- Analyzed customer feedback to identify trends and recommend process improvements.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Customer Service Representative
6 Years- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Medical Records Clerk
49 Years 9 Months- Processed patient admissions and discharges, ensuring accurate documentation and timely updates.
- Translated audio tapes from the hospital physicians into typed reports for inclusion in patient files.
- Learned medical terminology and overcame language accent barriers.
- Collaborated with healthcare staff to resolve discrepancies in patient information effectively.
- Ensured confidentiality of sensitive patient information in accordance with HIPAA regulations.
- Printed and photocopied documents to provide patients with copies of medical records.
- Developed and maintained organized filing system for medical records to adhere to HIPAA regulations.
- Uploaded physician progress notes, history, and physicals into electronic medical records.
- Reviewed charts and flagged incomplete or inaccurate information.
- Maintained patient records in compliance with security regulations.
Education
- Business Administration
- Business Administration
- Library Science
High School Diploma
Skills
Positive attitude
Helpful and Service-oriented
Organization
Ability to multi-task
Proficient in English vocabulary
Flexible work schedule
Strong work ethic
Independent and Self-directed
Medical terminology
Communication and interpersonal skills
Data entry proficiency
Cultural sensitivity
Friendly and outgoing
Strong interpersonal skills
Timeline
Customer Service Representative
AT&T Call Center
01.1996 - 01.2001Read More
Customer Service Representative
G. H. Dunn Insurance Agency
09.1990 - 01.1996Read More
Customer Service Representative
Anderson-Cushing Insurance Agency
01.1984 - 01.1990Read More
Medical Records Clerk
Lakeville Hospital
09.1976 - 1977Read More
Hospital Volunteer
North Bay Hospital
2014 - 2020Read More
AT&T College Courses
from Business Administration
Read More
Quincy Community College
from Business Administration
Read More
Bristol Community College
from Library Science
Read More
Apponequet Regional High School
High School Diploma
Read More