Georgette Parry
Garden Grove,CA
Summary
Customer Service Representative with extensive experience in handling high volumes of incoming calls and resolving customer issues efficiently. Demonstrated ability to document interactions accurately and collaborate with various departments to ensure timely resolutions. Proven track record of maintaining professionalism while providing exceptional service, contributing to high customer satisfaction rates. Skilled in utilizing electronic systems for data entry and managing customer accounts effectively.
Overview
16
16
years of professional experience
Work History
Medical Customer Service Associate
Wipro
Costa Mesa, CA
06.2022 - 03.2025
- Handled incoming calls, resolving customer issues promptly and professionally.
- Documented customer interactions in internal systems for record-keeping.
- Collaborated with other departments within the organization in order to resolve customer concerns quickly and efficiently.
- Performed data entry of patient information into electronic health record system.
- Utilized knowledge of medical terminology to provide accurate answers to customer inquiries.
- Coordinated scheduling of appointments across multiple departments to optimize patient care.
- Participated in training sessions to stay updated on healthcare policies and registration software.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Updated databases with new and modified customer data.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Escalated complex issues to supervisors for timely resolution and support.
- Maintained up-to-date knowledge of products, services, and promotions offered.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Offered resolutions to de-escalate calls and solve customer issues.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Maintained records of customer interactions, transactions, comments and complaints.
Customer Service Representative
FMG Associates LLC
Orange, CA
08.2019 - 06.2022
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Upheld strict quality control policies and procedures during customer interactions.
- Assessed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Exceeded company productivity standards on consistent basis.
Office Manager
Bright Watch Caregivers
Huntington Beach, CA
01.2009 - 11.2018
- Coordinated schedules, administrative functions, quality assurance and process improvements to bolster operational output.
- Oversaw day-to-day office operations, including receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Entered invoice data into company database and updated details, including customer contacts and delivery dates to keep information current.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
- Elevated customer satisfaction ratings by resolving client and case issues effectively.
- Automated office operations for managing client correspondence, payment scheduling, record tracking and data communications.
- Reduced financial discrepancies by accurately managing accounting documentation while maintaining case costs and billing processes.
- Conducted staff performance evaluations to monitor progress and recommend professional development plan.
- Culled knowledge of federal and state-level mandates to assess compliance across areas of operation.
- Drafted manuals and resources for identifying access to services.
- Oversaw CRM updates and backups, report generation and troubleshooting requisition.
Education
Some College (No Degree) - Business Administration
Orange Coast College
Costa Mesa, CASkills
- Report creation
- Quality control
- Data evaluation
- Report generation
- Microsoft Office expertise
- Business development understanding
- Customer relations
- Conflict mediation
- Schedule mastery
- Office equipment proficiency
- Clerical support
- Sales expertise
- Inbound and Outbound Calling
- Courteous demeanor
- Quality assurance controls
- Call Center Operations
- High-energy attitude
- Technologically savvy
- Data entry
- Effective communication
- Team collaboration
- Problem solving
- Attention to detail
- Time management
- Computer proficiency
- Empathy and patience
- Call escalation
- Microsoft office expertise
- Typing proficiency
- Multitasking and organization
- Call center experience
Timeline
Medical Customer Service Associate
Wipro
06.2022 - 03.2025
Customer Service Representative
FMG Associates LLC
08.2019 - 06.2022
Office Manager
Bright Watch Caregivers
01.2009 - 11.2018
Some College (No Degree) - Business Administration
Orange Coast College
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