ERICA BRADLEY
Raymore,Missouri
Summary
Seasoned Customer Care Associate offering 20+ years of related experience combined with proven customer service, communication and conflict mediation skills. Successful at defusing upset, angry customers with calm and level-headed approaches. Team-oriented, resourceful and adaptable to changing demands.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
22
22
years of professional experience
Work History
Financial Counselor
Parallon Healthcare
06.2023 - Current
- Identified healthcare resources and programs for patients unable to meet financial obligations.
- Strengthened patient understanding of complex financial concepts using clear explanations and real-life examples.
- Cultivated a positive, non-judgmental environment for patients to openly discuss their financial challenges and concerns.
- Conducted interviews with patients and family members and answered questions regarding insurance benefits.
- Liaised between patient, hospital billing department and insurance provider to smooth claims processes.
- Built strong relationships with patients, fostering trust and loyalty in managing their financial responsibilities as directed by their insurance plan.
Registrar
Parallon Healthcare
11.2021 - 06.2023
- Greeted patients and visitors with personable approach and provided knowledgeable service.
- Upheld HIPAA regulations and standards for protecting patient information.
- Coded and abstracted medical records according to ICD-10-CM and CPT coding guidelines.
- Ensured accurate patient records by diligently maintaining and updating information in the database.
- Updated computer system with latest information to keep records current and accurate.
- Organized, reviewed, and filed paperwork for secure recordkeeping.
Customer Care Representative
CVS Caremark
10.2017 - 12.2019
- Collaborated with managers and other team members to solve difficult or complex customer issues
- Consulted with upset customers to determine best methods to resolve service and billing issues
- Researched resolutions, contacted necessary departments and responded back to customer back phone, mail or fax as follow up
- Resolved escalated customer issues quickly to drive client retention
- Promoting and providing assistance and advice for clients to understand offers, products and services offered by the company
- Keeping records of customer interactions and transactions, recording details of inquiries, complaints, and comments
- Made customers top priority and employed active listening skills to understand needs and deliver first-rate service
Restaurant Manager
McDonald's
04.2010 - 05.2014
- Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within the restaurant
- Created fun team building activities to engage staff in up-selling to meet revenue targets
- Interact with employees and customers to create a positive atmosphere and resolve issues in an effective and efficient manner
- Reconciled cash and credit card transactions to maintain accurate records
- Provided prompt, courteous and reliable service with a customer focused attitude
- Applied knowledge of previous needs and forecasted business levels to estimate required supplies on weekly basis
- Carefully interviewed, selected, trained and supervised staff
- Spearheaded regular maintenance and repair operations to keep building and equipment in peak condition
Bartender/Server
Applebee's Grill + Bar
10.2002 - 06.2012
- Performed cash handling and cash register functions in an accurate and consistent manner
- Maintained safe working and guest environment to reduce risk of injury and accidents
- Conducted health, safety and sanitation process evaluations to identify and remedy any violations immediately
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business
- Relayed orders to bar and kitchen by quickly and accurately recording guest selections and keying into register
- Received frequent customer compliments for going above and beyond normal duties
- Monitored cash intake and deposits, ensuring 100% accuracy
- Checked guests' identification before serving alcoholic beverages
- Demonstrated genuine hospitality while greeting and establishing rapport with guests
- Prepared for large parties and reservations, anticipating planning and staffing needs
- Maintained customer satisfaction with timely table check-ins to assess drink or other needs
- Addressed diner complaints with kitchen staff and served replacement menu items promptly
- Printed dining checks with total due, collected payment and offered receipts to complete transactions
- Performed opening, closing and shift change duties accurately to keep restaurant working smoothly and ready to meet all customer needs
- Executed quality assurance practices to provide positive customer dining experiences
Education
High School Diploma -
Liberty High School
Liberty, MO01.1990
Skills
- Organizational strengths
- Cash handling accuracy
- Effective team player
- Excellent multi-tasker
- Computer proficiency
- Creative problem solving
- Dependable and reliable
- Telephone etiquette
- High-energy attitude
- Customer service
- Insurance verification
Timeline
Financial Counselor
Parallon Healthcare
06.2023 - Current
Registrar
Parallon Healthcare
11.2021 - 06.2023
Customer Care Representative
CVS Caremark
10.2017 - 12.2019
Restaurant Manager
McDonald's
04.2010 - 05.2014
Bartender/Server
Applebee's Grill + Bar
10.2002 - 06.2012
High School Diploma -
Liberty High School
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