Summary
Overview
Work History
Education
Skills
Timeline
Generic

Erica Bartlett

Kempner,TX

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Navient
05.2023 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Customer Service Representative Specialist

Liberty Hill Associates
10.2018 - 03.2023
  • Specialized working with Medicare, Medicaid, and other commercial insurances
  • Healthcare registration, collections, billing or insurance
  • Handled over 60 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and updating patients charts
  • Scheduled appointments
  • Put together patients charts, profiles and insurance verification on each patient profile
  • Optomap machine
  • Pre appointment set up
  • Answered incoming phone calls to articulate product value to prospective customers and support current policyholders
  • Reviewed and adjusted customer coverage levels to address, identify and resolve customer conflicts
  • Responded to customer requests for products, services and company information
  • Provided primary customer support to internal and external customers
  • Documented customer contact in Software to maintain record of customer interactions and elevate quality of service
  • Initiated outbound customer calls to review policy reviews and late payments to avoid lapse in coverage
  • Maintained current product knowledge to meet customer needs and increase sales
  • Processed customer premium payments using Technique to simplify customer payment process
  • Delivered targeted advise on issues such as applicable employment regulations, compensation strategies and internal systems to help companies update antiquated or ineffective approaches
  • Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery
  • Explained required paperwork, tests, products and services to foster positive customer experience
  • Placed contact lens orders by processing shipments and properly submitting invoices for payment
  • Handled and filed patient records with discretion to comply with HIPAA guidelines
  • Referred patients with indications of pathological condition to ophthalmologist for additional examination
  • Maintained sanitary work environment by disinfecting equipment, disposing of used supplies and cleaning exam rooms
  • Interviewed and examined patients with full range of vision problems and consulted medical charts to assist with diagnosis
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Recommended products to customers, thoroughly explaining details
  • Met customer call guidelines for service levels, handle time and productivity
  • Promptly responded to inquiries and requests from prospective customers
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.

CNA - Certified Nursing Assistant

Wesleyan
03.2016 - 10.2018
  • Maintained accurate records of patient care, condition, progress and concerns
  • Monitored vital signs, such as blood pressure and pulse
  • Responded appropriately to the physical, emotional and developmental needs of patients
  • Assisted patients With bathing, oral hygiene, grooming, feeding and elimination
  • Helped patients move in and out of beds, baths, wheelchairs and automobiles
  • Assisted with patient transfer and ambulation
  • Maintained sanitary residents and program rooms
  • Followed safe lifting techniques and individual resident lifting instructions
  • Answered patient calls for care and feeding
  • Charting
  • Provided patients/residents with care and companionship
  • Documented all care
  • Handled minor wound care
  • Cleaned and sanitized rooms
  • Made beds
  • Performed post-mortem care, if needed.

CNA - Certified Nursing Assistant

Cedar Ridge Alzheimer's Special Care Center
01.2016 - 03.2016
  • Patient care in special unit with dementia and Alzheimer's patients
  • Total Patient Care
  • Daily Living Activities
  • Feeding patient dinner and breakfast
  • Obtained vitals
  • Provided patients/residents with care and companionship
  • Charting
  • 12 hour night shift care.

CNA - Certified Nursing Assistant

Austin RNC
01.2015 - 02.2016
  • Full Patient Care
  • Vital Signs
  • Mobility Assistance
  • Daily Living Activities
  • Daily Flow Sheets
  • Daily Inputs
  • Responded appropriately to the physical, emotional and developmental needs of patients
  • Maintained accurate records of patient care, condition, progress and concerns
  • 12 hour night shifts

Education

Chattahoochee Valley Community College
Phenix City, AL

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Customer Relations
  • Problem Resolution
  • Call center experience
  • Computer Proficiency
  • Conflict Resolution
  • Complaint Handling
  • Client Relations
  • Payment Processing
  • Scheduling
  • Call Management
  • Product Knowledge
  • Appointment Scheduling
  • Administrative Support
  • Customer Relationship Management (CRM)
  • Product and service solutions

Timeline

Customer Service Representative

Navient
05.2023 - Current

Customer Service Representative Specialist

Liberty Hill Associates
10.2018 - 03.2023

CNA - Certified Nursing Assistant

Wesleyan
03.2016 - 10.2018

CNA - Certified Nursing Assistant

Cedar Ridge Alzheimer's Special Care Center
01.2016 - 03.2016

CNA - Certified Nursing Assistant

Austin RNC
01.2015 - 02.2016

Chattahoochee Valley Community College

Similar Profiles

CREATE PROFILE
Erica Bartlett