Summary
Overview
Work History
Education
Skills
Work Availability
Work Preference
Accomplishments
Timeline
Heather Struder

Heather Struder

Altoona,PA
"A lot of people have fancy things to say about customer service, but it's just a day-in, day-out, ongoing, never-ending, persevering, compassionate kind of activity."
– Christopher McCormick, CEO of L.L Bean

Summary

Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

5
5
years of professional experience

Work History

Healthcare Customer Service Representative

DJs Virtual Assistant, Inc.
12.2022 - 02.2024
  • Enhanced patient satisfaction by 2efficiently addressing and resolving healthcare-related inquiries.
  • Collected and entered patient demographic and insurance data into computer database to establish patient's medical record..
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
  • Expedited service times with effective triage of incoming calls, directing patients to correct department or resource.

Customer Service Representative

Five Star Call Centers
06.2022 - 12.2022
  • 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.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Lead Customer Service Representative

American Customer Care
09.2018 - 05.2022
  • Retained valuable clients by providing empathetic support during challenging situations or escalations, leading to issue resolution.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Upheld data security standards while documenting customer interactions within company's CRM system, ensuring accuracy and confidentiality.

Education

HS Diploma -

Hatboro Horsham High School, Horsham, PA
05.2004

Skills

  • Problem-Solving
  • Attention to Detail
  • Self-Motivated
  • Decision-Making
  • Critical Thinking
  • Multitasking Abilities
  • Written Communication
  • Computer Skills
  • Supervisory Skills
  • Typing (80 wpm)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Location

Remote

Accomplishments

  • Upper management specifically requested me to handle dissatisfied customers because of my empathetic approach, unique ability to calm them down, and skill for retaining their loyalty to the company.

Timeline

Healthcare Customer Service Representative - DJs Virtual Assistant, Inc.
12.2022 - 02.2024
Customer Service Representative - Five Star Call Centers
06.2022 - 12.2022
Lead Customer Service Representative - American Customer Care
09.2018 - 05.2022
Hatboro Horsham High School - HS Diploma,

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Heather Struder