Felisha Marsico
Shermans Dale,PA
Summary
Dynamic professional with a proven track record in enhancing customer service processes at Highmark, Inc., and delivering exceptional patient care in healthcare settings. Leveraged empathy, critical thinking, and Microsoft Office proficiency to drive improvements and mentor teams. Excelled in complaint resolution and process optimization, ensuring satisfaction and safety.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Highmark, Inc.
Parkersburg, WV
07.2021 - 12.2024
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Resolved customer complaints promptly and efficiently.
- Maintained a high level of professionalism when dealing with difficult customers.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided exceptional customer service to ensure customer satisfaction.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Mentored junior team members and managed employee relationships.
- Collected payments, and arranged for billing.
- Completed day-to-day duties accurately and efficiently.
- Maintained updated knowledge through continuing education and advanced training.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Nursing Assistant
UPMC
Mechanicsburg, PA
04.2018 - 07.2020
- Collected specimens from patients for laboratory testing purposes.
- Assisted patients with daily activities under nurse's supervision to provide essential care and emotional support.
- Assisted patients with their activities of daily living, including eating, grooming, toileting, ambulation, and hygiene.
- Managed supplies and restocked inventory to promote optimal availability for patient care.
- Documented nursing assessments, treatments and follow-up care to maintain patient safety and optimize workflow.
- Implemented fall prevention techniques as specified in plan of care.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Provided assistance to medical staff during tests, treatments and emergency procedures.
- Transported specimens, laboratory items or pharmacy items, verifying proper documentation and delivery to authorized personnel.
- Conducted regular rounds to check on patients' safety and proactively address issues.
- Maintained confidentiality of all patient information according to HIPAA guidelines.
- Observed patients' conditions regularly for any physical or mental changes and reported findings to the appropriate personnel promptly.
- Assessed vitals and noted medical information to report changes to nursing staff and physicians.
- Answered patient call signals and signal lights to determine patients' needs.
- Engaged with patient family and friends to provide courteous visit experience.
- Answered signal lights, bells and requests-for-service to assist patient services fulfillment.
- Worked effectively in team environments to make the workplace more productive.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
In Home Caretaker
Angels On Call Homecare
Newport, PA
03.2014 - 01.2018
- Maintained clean and well-organized environment for client happiness and safety.
- Dressed, groomed and fed patients with limited physical abilities to support basic needs.
- Provided companionship and emotional support to elderly clients.
- Laundered clothing and bedding to prevent infection.
- Supported clients who were physically disabled by providing assistance with mobility needs.
- Encouraged residents to participate in activities of daily living to enhance personal dignity.
- Accompanied clients to doctors' offices or on other trips outside home.
- Assisted patients in maintaining personal hygiene through showering and bathing assistance, toileting assistance and incontinence care management.
- Ensured safety of the client by implementing necessary precautions around the home environment.
- Drove clients to shop for groceries, attend doctor appointments and run errands.
- Communicated effectively with families regarding changes in condition or behavior of the patient.
- Attended regular meetings with supervisors and staff members to discuss patient care issues.
- Planned, prepared or served meals to patients according to prescribed diets.
- Reported concerns to nurse supervisor to promote optimal care.
- Participated in continuing education programs related to home health care topics.
- Documented patient status and reported changes in care needs.
Education
High School Diploma -
Greenwood High School
Millerstown, PA06-2007
Skills
- Complaint resolution
- Technical troubleshooting
- Customer relationship management (CRM)
- Call management
- Creative problem solving
- Critical thinking
- Call center experience
- Adaptability and flexibility
- Verbal and written communication
- Professional telephone demeanor
- CRM software proficiency
Timeline
Customer Service Representative
Highmark, Inc.
07.2021 - 12.2024
Nursing Assistant
UPMC
04.2018 - 07.2020
In Home Caretaker
Angels On Call Homecare
03.2014 - 01.2018
High School Diploma -
Greenwood High School