Iya Evbuomwan
Katy
Summary
Dynamic Lead/ supervisor Customer Service Representative adept at enhancing customer satisfaction and boosting CRM adoption. Skilled in complaint resolution and team training, I implemented a customer satisfaction guarantee program that doubled sales. My strong analytical abilities and compassionate communication foster positive relationships, ensuring co
Overview
20
20
years of professional experience
Work History
Lead Customer Service Representative/Data Analyst
Silcrest Llc
03.2017 - Current
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Boosted CRM adoption by streamlining processes and providing comprehensive training to team members.
- Developed customized reports for improved sales forecasting and accurate performance tracking.
- Produced and implemented customer satisfaction guarantee program which directly resulted in 100% increase in sales.
- Liaised between customers and organization with particular focus on working with sales department.
- Actively contributed to company growth by leveraging insights from customer data within the CRM system for strategic decisionmaking.
- Managed customer relations on ongoing basis to maximize customer retention.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours across night, weekend, and holiday shifts.
- Passionate about learning and committed to continual improvement.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Implemented and developed customer service training processes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained new personnel regarding company operations, policies and services.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained staff on operating procedures and company services.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
Healthcare Clinical Coordinator/Billing Coordinator
Tripplestar Llc
01.2012 - 03.2017
- Mentored new clinical staff members for proper onboarding and orientation processes.
- Worked closely with clinic administrators to maintain a safe, clean and well-organized environment in which patients could receive care.
- Developed strong relationships with community partners to enhance support services available for patients beyond the clinical setting.
- Enhanced interdisciplinary collaboration through effective communication and coordination among healthcare team members.
- Demonstrated commitment to patient privacy by implementing robust data security measures and promoting adherence to HIPAA regulations among all team members.
- Built strong relationships with patients and families for optimized care satisfaction.
- Conducted regular performance assessments and provided constructive feedback to staff members, promoting high-quality service delivery.
- Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Monitored accounts receivable aging reports, identifying trends and proactively addressing potential collection issues.
- Coordinated with clients to resolve outstanding balances, resulting in a higher percentage of on-time payments.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Optimized billing processes by implementing efficient invoicing and payment tracking systems.
- Entered details into accounts and tracked payments.
- Maintained strict confidentiality when handling sensitive client information, adhering to HIPAA or other privacy guidelines as required in specific industries.
- Monitored outstanding invoices and performed collections duties.
- Used data entry skills to accurately document and input statements.
- Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
- Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
- Ensured compliance with regulatory standards and best practices through diligent oversight of clinical procedures, documentation, and staff training.
- Coordinated, monitored, assigned, and documented patient and clinical care activities.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Ordered all pharmacy supplies and kept check on inventory levels.
- Communicated with patients, ensuring that medical information was kept private.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Maintained statistical database of customers using CRM softwares for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
- Actively contributed to company growth by leveraging insights from customer data within the CRM system for strategic decisionmaking.
- Boosted CRM adoption by streamlining processes and providing comprehensive training to team members.
- Developed customized reports for improved sales forecasting and accurate performance tracking.
Healthcare Customer Service Representative/Data Analyst
Divine Healthcare
04.2005 - 01.2009
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Trained new personnel regarding company operations, policies and services.
- Investigated and resolved accounting, service and delivery concerns.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Integrated multiple sources of disparate data into cohesive datasets using ETL processes, improving overall analytic capabilities.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Optimized data collection methods to enhance quality and volume of data captured for analysis.
- Streamlined data access for remote teams by implementing cloud-based data management solutions.
- Created data models to support decision-making processes.
- Optimized data access and storage to improve performance of analytics systems.
- Provided technical support for troubleshooting analytics and reporting issues.
- Utilized data visualization techniques to present and explain complex data sets.
- Upheld HIPAA regulations and standards for protecting patient information.
- Coded and abstracted medical records according to ICD-10-CM and CPT coding guidelines.
- Retrieved medical data for physicians and patients.
- Increased organizational transparency by developing user-friendly dashboards displaying key performance metrics for management review.
- Mentored junior analysts in best practices associated with healthcare data analytics methodologies, contributing to a well-informed and highly skilled team.
Education
Bachelor of Science - Business Administration And Management
Madonna University
Okija Nigeria09-2009
Skills
- Complaint handling
- Team member training
- Work prioritization
- Call management
- Customer support
- Account management
- Call center experience
- Customer complaint resolution
- Customer correspondence
- Escalation management
- Willingness to lead
- Complaint resolution
- Help desk support
- MS office applications
- Appointment scheduling
- CRM software
- Customer account management
- Appointment setting
- Problem-solving
- Customer service
- Fast learner
- Attention to detail
- Multitasking and organization
- Positive and friendly
- Service metrics tracking
- Team task delegation
- Database management
- Relationship management
- Order fulfillment
- Credit card processing
- Membership renewals
- Team performance
- Calm and professional under pressure
- Receiving support
- Team training and leadership
- Understanding customer needs
- Professional telephone demeanor
- Teamwork and collaboration
- MS office
- Issue and complaint resolution
- Store maintenance
- Customer relationship management (CRM)
Timeline
Lead Customer Service Representative/Data Analyst
Silcrest Llc
03.2017 - Current
Healthcare Clinical Coordinator/Billing Coordinator
Tripplestar Llc
01.2012 - 03.2017
Healthcare Customer Service Representative/Data Analyst
Divine Healthcare
04.2005 - 01.2009
Bachelor of Science - Business Administration And Management
Madonna University
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