Summary
Overview
Work History
Education
Skills
Timeline
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Felicia Walters

Phoenix,AZ

Summary

Hardworking and reliable Relationship Manager focused on going above and beyond to support team and serve customers. Trained in Customer Service and Patient Care offering top-notch skills. Motivated to continue to learn and grow as a Customer Care/Relationship Manager professional. Dependable industry worker equipped for fast-paced work and changing daily needs. Serves customers effectively with attention to detail and hardworking approach. Seeks out opportunities to go beyond basics, improve processes, and increase customer satisfaction. Skilled team player with strong background in Customer Care and Patient Care environments. Works well independently to handle assignments and always ready to go beyond basics assignments, quick learner . Personable and dedicated Customer Service Representative with extensive experience in Medical and Claims industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

20
20
years of professional experience

Work History

Sr. Customer Service

CCC Intelligent Solutions
Sioux Falls, AZ
01.2022 - Current
  • Utilized computer systems such as Microsoft Office Suite for data entry purposes.
  • Explored alternative solutions when initial attempts failed to resolve an issue.
  • Worked collaboratively with team members to achieve goals.
  • Managed high volume of inbound customer calls with professionalism.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Developed relationships with customers through friendly interactions over the phone.
  • Resolved customer complaints in a timely manner by addressing root causes of the issue.
  • Identified potential problems and escalated them as needed to ensure resolution.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Participated in training sessions to enhance skills and knowledge.

Relationship Manager

Highland Payment
Dallas, TX
07.2016 - 05.2021
  • Educated and trained customers on product offerings, available technologies and resources
  • Maintained all operational and risk management standards
  • Assisted to set proper expectations with customers for support
  • Provided communication to company leadership regarding accounts
  • Promoted teamwork and participated in cross training of employees
  • Met deadlines, achieve goals and work under pressure in dynamic and complex environment
  • Utilized systems, tools, training and resources provided to maximize potential
  • Managed customer experience by greeting customers and answering phone promptly.

Medical Assistant

Advanced DermaSurgery Associates
Dallas, TX
06.2010 - 07.2016
  • Prepared exam room, clean and sterilized instrument per protocol
  • Provided clerical and administrative support in coordination, care
  • Prioritized and worked effectively under pressure to meet strict deadlines
  • Performed laboratory procedures provided by center under direct supervision of provider
  • Utilized education, experience and sound professional judgement to plan and accomplished goals
  • Maintained regulatory requirements, nursing and office policies, procedures and standards
  • Performed data entry, updates and verified demographic information, no-show information
  • Organized and reviewed incoming test results and forward to physician
  • Explained procedures, performed treatments and administered prescribed medication
  • Took patient vital signs and obtains patient intake information.

Medical Assistant

North Dallas Dermatology Associates
Dallas, TX
05.2006 - 06.2010
  • Obtained vital signs and record patient data in accurate, legal and appropriate manner
  • Maintained supply stock in exam rooms and lab areas
  • Prepared, cleaned and maintained surgical instruments
  • Prepared requisitions and submitted specimens to laboratory
  • Assisted physician in providing quality care to patients
  • Prepared exam room, clean and sterilized instrument per protocol
  • Performed data entry, updates and verified demographic information, no-show information
  • Informed physician of patient reschedules and no shows
  • Followed laboratory instructions for specimen collection, storage and transport
  • Assisted provider with examinations, procedures, treatments and interventions.

Medical Assistant

Allergy and Asthma of Plano
Plano, TX
03.2004 - 05.2006
  • Assessed and documented height, weight, head circumference and vital signs
  • Prepared exam room, clean and sterilized instrument per protocol
  • Screened telephone calls for referral and took messages for provider
  • Confirmed all patient personal demographic information
  • Prepared visit forms and managed patient charts on daily basis for office visits
  • Processed appropriate forms for signature and faxing, including drug profile sheets to pharmacy
  • Assisted provider with procedures, exams and patient education
  • Reached, handled and fingered of instruments and equipment and caring of patient needs
  • Documented patient history, physical and vital information into medical record
  • Updated clinical notes in electronic medical systems.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Developed strong customer relationships to encourage repeat business.
  • Resolved customer complaints promptly and efficiently.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Implemented innovative methods for streamlining the customer service process.

Education

Diploma - Medical Assistant

Remington College
05.1999

High School Diploma - All Studies

Winnsboro High School

Skills

  • Following Regulations
  • Customer Relationships
  • Serve Customers and Patients
  • Software Skills
  • Communication Skills
  • Customer Relationship Management
  • Policies And Procedures
  • Customer Service
  • Training Experience
  • Referrals
  • Complaint Handling
  • Empathy Display
  • Patience Maintenance
  • Direct Sales
  • Issue and Complaint Resolution
  • Customer Relationship Management (CRM)
  • Teamwork and Collaboration
  • Continuous Improvement
  • High-energy attitude
  • Computer Skills
  • LiveChat Messaging
  • Medical terminology knowledge

Timeline

Sr. Customer Service

CCC Intelligent Solutions
01.2022 - Current

Relationship Manager

Highland Payment
07.2016 - 05.2021

Medical Assistant

Advanced DermaSurgery Associates
06.2010 - 07.2016

Medical Assistant

North Dallas Dermatology Associates
05.2006 - 06.2010

Medical Assistant

Allergy and Asthma of Plano
03.2004 - 05.2006

Diploma - Medical Assistant

Remington College

High School Diploma - All Studies

Winnsboro High School

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Felicia Walters