Jacqueline Hayes
Olive Branch,MS
Summary
Personable and dedicated customer service representative with extensive experience in 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
27
27
years of professional experience
Work History
Physician Referral Representative
BMG- Physician Referral Center
Collierville
10.2022 - Current
- Review all incoming referrals and schedule appointments for various practices and specialties
- Communicates referral information and confirmation with patients and referring physician/office staff
- Maintains strong working relationships with internal and external customers by providing service assistance and open communication
- Review and submit all medical records related to referral appointments as requested by physicians
- Completes assigned goals
- Coordinates and facilitates business functions in support of physician services and referral development department to include: processing patient referrals accurately and efficiently through data entry and with established productivity guidelines and tools; generation of reports, communication and follow up with physician office staff and patients, problem resolution and service recovery.
Patient Care Advocate
Cigna Healthcare/Accerdo
Olive Branch
11.2013 - 12.2020
- Developed rapport to create trusting relationship with patients
- Monitored progress and documented patient accounts to keep updated
- Handle inbound and outbound calls from members, provided and insurance companies
- Handling average of 80-90 calls daily
- Assisted with helping patients understand their insurance regarding pharmacy benefits
- Deliveries scheduled to patient's home and doctor office.
Senior Customer Service Representative/RTL
Cigna Healthcare/Accredo
Memphis
12.2020 - 10.2020
- Processed, scheduled and executed orders for new and established patients
- Researched and rapidly resolved client conflicts to maintain key accounts
- Engaged with patients over phone to answer questions and address complaints
- Followed up with patients regularly via phone to obtain payments and schedule deliveries
- Watched flagged patients accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns
- Listened closely to problems and issues described to determine best solution for my patients.
Technical Support Representative
Hunter Fan Company
Cordova
05.2013 - 10.2013
- Assisted customers in identifying issues and explained solutions to technical issues with ceiling fans
- Resolved diverse range of technical issues across multiple systems and applications for customers
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Used ticketing systems to manage and process support actions and requests
- Submitted service tickets for equipment maintenance requests
- Managed over 50 customer calls per day regarding installation and technical support needs.
Commtech
Comcast
Memphis
03.2010 - 03.2013
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Carried out day-day-day duties accurately and efficiently to port phone numbers
- Performed duties in accordance with applicable standards, policies, and regulatory guidelines to port phone services from current carrier to Comcast
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Fluent in all aspects of commercial and residential installations
- Communicated with other carriers to process port overs and dispatch techs
- Resolved problems, improved operations, and provided exceptional service.
Customer Account Executive
Comcast
Memphis
11.2006 - 03.2010
- Handled inbound calls in call center environment, averaging 80-100 calls daily
- Built rapport with customers and maintained loyalty by providing fast, knowledgeable service
- Promoted and upsold product services for TV, Internet and Telephone
- Contributed long-term sales strategy ideas to team to promote continuing business success
- Evaluated customers' potential needs to make appropriate recommendations
- Attained deep and thorough knowledge of company's products and solutions to help accomplish mutual success and partnership between buyer and seller
- Corrected error and discrepancies on customer's accounts.
Client Service Advisor
Hewitt Associates
Memphis
01.2003 - 04.2006
- Handled over 50 calls daily from International Paper employees
- Maintained and established accurate record-keeping with proactive attention to client information updates
- Coordinated with other departments to resolve issues and boost client satisfaction
- Educated employees on healthcare, retirement, and other benefits
- Provided accurate & timely response to routine inquiries from vendors, active and former employees
- Responded to customer calls and emails to answer questions about employee benefits
- Responded to customer calls and emails to answer questions about products and services.
Quality Assurance Specialist
Harrah's Entertainment
Memphis
01.2000 - 02.2003
- Educated employees on specific QA standards and confirmed maintenance of standards
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Monitored and reviewed employee calls monthly
- Providing supervisor with feedback for coaching and missed opportunities for improvement
- Created and implemented new call monitoring form will call quality team.
Customer Service Representative
Harrah's Entertainment
Memphis
11.1997 - 01.2000
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered inbound customer telephone calls promptly regarding special events, invitation only events, tournaments, and concerts
- Answered constant flow of customer calls with minimal wait times
- Offered assistance to customers, paying attention to special requests for events and hotel reservations
- Knowledgeable of casino gaming program and evaluating guest level play.
Education
High School Diploma -
Kirby High School
Memphis, TN05.1991
Some College (No Degree) - Business Administration And Management
Purdue Global University
West Lafayette, INSome College (No Degree) -
Sophia Learning
trueSkills
- Building Customer Trust and Loyalty
- Upselling Products and Services
- Courteous with Strong Service Mindset
- Upbeat and Positive Personality
- Issue and Complaint Resolution
- Appointment Booking
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Administrative and Office Support
- Professional Telephone Etiquette
- High-Volume Environments
- Healthcare regulations
- Medical Records Management
- Patient Care
- Test results explanation
- Patient histories
- Patient Assessments
- Insurance Requirements
References
References available upon request.
Timeline
Physician Referral Representative
BMG- Physician Referral Center
10.2022 - Current
Senior Customer Service Representative/RTL
Cigna Healthcare/Accredo
12.2020 - 10.2020
Patient Care Advocate
Cigna Healthcare/Accerdo
11.2013 - 12.2020
Technical Support Representative
Hunter Fan Company
05.2013 - 10.2013
Commtech
Comcast
03.2010 - 03.2013
Customer Account Executive
Comcast
11.2006 - 03.2010
Client Service Advisor
Hewitt Associates
01.2003 - 04.2006
Quality Assurance Specialist
Harrah's Entertainment
01.2000 - 02.2003
Customer Service Representative
Harrah's Entertainment
11.1997 - 01.2000
High School Diploma -
Kirby High School
Some College (No Degree) - Business Administration And Management
Purdue Global University
Some College (No Degree) -
Sophia Learning