Elizabeth Tomlin
Bon Aqua,TN
Summary
Customer service expert with a proven record in resolving complaints and enhancing satisfaction through effective communication. Skilled in managing multiple tasks in dynamic environments, ensuring quality assurance and exceptional service delivery. Recognized for teamwork and adaptability, with a focus on continuous learning and innovation.
Overview
11
11
years of professional experience
Work History
CSR
Dickson Medical Associates
Dickson, Tennessee
08.2023 - Current
- Assisted customers in resolving inquiries and product-related issues promptly.
- Collaborated with teams to improve service processes and enhance customer satisfaction.
- Trained new team members on company policies and customer service best practices.
- Managed escalated customer complaints with empathy and effective problem-solving techniques.
- Provided product information and recommendations based on customer needs and preferences.
- Conducted follow-up communications to ensure ongoing customer satisfaction and retention.
- Participated in team meetings to share insights and strategies for improved service delivery.
- Managed multiple tasks simultaneously while providing excellent customer service experience.
- Handled customer inquiries and complaints in a timely manner.
- Identified customer needs and provided appropriate solutions.
- Provided customer service support to customers over the phone and by email.
- Followed up with customers to ensure their satisfaction.
- Participated in team meetings or training sessions when necessary.
- Processed orders, forms, applications, and requests.
- Educated customers on special pricing opportunities and company offerings.
- Consulted with customers regarding needs and addressed concerns.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed strategies to improve quality of customer service delivery.
- Answered inbound calls, chats and emails to facilitate customer service.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Collected deposits or payments and arranged for billing.
- Mentored junior team members and managed employee relationships.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
Frond Office Coordinator
Dickson Community Clinic
Dickson, Tennessee
08.2023 - Current
- Managed front desk operations and welcomed patients to the community clinic.
- Communicated effectively with patients regarding insurance information and billing inquiries.
- Ensured cleanliness and organization of the front office area for a welcoming environment.
- Scheduled appointments and coordinated patient flow for efficient service delivery.
- Maintained patient records using electronic health record systems for accurate documentation.
- Collaborated with team members to improve patient experience and service efficiency.
- Handled incoming calls and directed inquiries to appropriate departments promptly.
- Answered telephones, screened calls, and directed inquiries to the appropriate staff member.
- Greeted and welcomed guests upon arrival.
- Scheduled appointments for clients and visitors.
- Performed administrative support tasks, completing duties within required timeframes.
- Assisted with filing paperwork both electronically and manually.
- Managed front desk operations during shifts worked.
- Monitored inventory levels of office supplies and placed orders when necessary.
- Updated customer contact information in database systems.
- Developed strong relationships with customers to ensure satisfaction with services provided.
- Prepared invoices, letters, memos, and other documents as required by management.
- Maintained accurate records of all incoming and outgoing correspondence.
- Maintained general office organization and cleanliness.
- Processed payments from clients in a timely manner.
- Ensured accuracy of data entry into the computer system.
- Assisted with ordering supplies as needed.
- Managed office personnel schedules and implemented coverage for increased work demands or unexpected absences.
- Organized meetings between staff members on behalf of management.
- Coordinated travel arrangements, including booking transportation, lodging, and event reservations.
- Coordinated meeting logistics, including room booking, equipment setup, and catering arrangements.
- Enhanced office security protocols, ensuring the safety and privacy of staff and patients.
- Monitored waiting area, ensuring cleanliness and compliance with safety protocols.
- Conducted orientation for new staff, ensuring smooth integration into the team.
- Processed incoming and outgoing mail, ensuring timely distribution and confidentiality.
- Processed insurance forms and verified patient coverage, reducing billing errors and delays.
- Handled billing and invoicing tasks, ensuring accuracy and timely payments.
- Maintained patient records with strict adherence to confidentiality and privacy regulations.
- Coordinated staff schedules, balancing office needs with individual availability.
- Facilitated communication between patients and healthcare providers to improve care coordination.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
Customer Service Representative/Transportation Specialists
Mid Cumberland Transportation
Dickson, TN
10.2014 - 05.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and developed city reputation through commitment to customer satisfaction and strong client relationships.
- Reviewed account and service histories to identify trends, using data to mitigate future issues.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Microsoft office, Verifying drivers manifest, Billing medical insurance
Grill Builder
Onward Manufacturing Company
Dickson
06.2021 - 01.2022
- Prepared average of 175 orders each shift.
- Completed durable assemblies and subassemblies with hand and power tools.
- Used established assembly instructions to complete jobs quickly, accurately and with zero errors.
- Conducted quality assurance inspections on finished components and identified issues.
- Analyzed project specifications and other instructions prior to job start to pinpoint tasks and determine completion dates.
- Inspected and tested components, assemblies and power tools for proper functionality.
- Compared parts to stock lists and material parameters to check compliance and identify non-conforming parts.
- Boxed, labeled and transported items to support assembly operations.
- Assisted quality assurance by inspecting items and removing defective parts.
- Checked position and alignment of each component to prevent errors and minimize materials waste.
Pest Control Technician
Cooks Pest Control
Nashville, TN
10.2016 - 06.2021
- Developed absent glue boards and traps to catch and eliminate interior pests.
- Located and evaluated pest damage to buildings and grounds to determine extent and optimal corrective actions.
- Wrote reports for each job, noting sanitation and structural issues that could potentially lead to pest problems.
- Utilized site data and diagrams to identify optimal treatment plans and prevent recurrence of infestation.
- Drove to customer residences and places of business to inspect for pests.
- Removed debris such as webs and nests from property to support comprehensive pest control strategies.
- Applied pesticides to inside and outside of structures utilizing company protocols.
- Responded to customer phone calls and emails quickly to maximize service and improve retention rates.
- Attended company workshops and seminars to learn about most up-to-date information and methods regarding pest control.
- Inspected all equipment for proper functionality to effectively facilitate application.
- Adhered to most stringent safety procedures when applying chemicals.
- Completed over 300 site inspections each month.
- Performed general pest control solutions such as bed bug and termite inspections and treatments.
- Completed required treatment documentation while on-site and returned paperwork to office for processing.
- Determined most efficient method to get rid of pests depending upon type of bug and degree of infestation.
- Earned strong positive feedback from customers demonstrated through positive social media reviews.
- Factored in current climate and property specifications when preparing and applying chemicals.
- Applied chemical solutions on building surfaces to eliminate pests.
- Calculated expected costs, obtained payment and provided customers with documentation to maintain accounting accuracy.
- Conducted property and building walk-throughs to assess conditions, identify infestations and isolate sources.
- Pest control and removal, Pesticide Application, Task Prioritization
Education
High School Diploma -
Hickman County High School
Centerville, TN05.2011
Skills
- Creative problem-solving
- Order fulfillment
- Inbound and outbound calling
- Report preparation
- Complaint resolution
- Good listening skills
- Multi-line phone talent
- Professional telephone demeanor
- Client needs assessment
- Pest control and removal
- Pesticide application
- Task prioritization
- Trip setting
- Microsoft Office
- Verifying drivers' manifest
- Billing medical insurance
- Customer relationship management
- Data entry accuracy
- Product knowledge
- Quality assurance
- Appointment scheduling
- Administrative support
- Process improvement
- Multi-channel communication
- Effective training
- Time management
- Interpersonal communication
- Call center experience
- Customer focus
- Complaint handling
- Task prioritization
- Coordination
- Adaptive team player
- Courteous demeanor
- Cultural awareness
- Dispute resolution
- Paperwork processing
- Order fulfillment
- Service standard compliance
- Call escalation
- Key holder experience
- Call center procedures
- Microsoft PowerPoint
- Order processing
- Strong teamwork
- Problem-solving
- Account management
- Microsoft outlook
References
References available upon request.
Timeline
CSR
Dickson Medical Associates
08.2023 - Current
Frond Office Coordinator
Dickson Community Clinic
08.2023 - Current
Grill Builder
Onward Manufacturing Company
06.2021 - 01.2022
Pest Control Technician
Cooks Pest Control
10.2016 - 06.2021
Customer Service Representative/Transportation Specialists
Mid Cumberland Transportation
10.2014 - 05.2022
High School Diploma -
Hickman County High School
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