JACQUELYN ODEGARD
Vancouver,WA
Summary
Customer-focused Appointment Center Representative with 10+ years of experience in high-volume call environments, scheduling coordination, and customer service excellence. Proven ability to manage 600+ weekly calls, reduce scheduling errors, and improve patient satisfaction and retention. Highly skilled in communication, active listening, and cross-department collaboration. Passionate about supporting community-based services and delivering efficient, compassionate service, particularly in healthcare and public-facing organizations.
Overview
17
17
years of professional experience
Work History
Appointment Center Representative
Willamette Dental Group
Vancouver, Washington
02.2017 - Current
- Provides excellent communication skill, active listening, understanding on scheduling guidelines and knowledge in scheduling appointments
- Reduces appointment scheduling errors by 35%, enhancing patient satisfaction and reducing no-show rates
- Improves appointment booking efficiency, increasing patient appointments by 20% monthly
- Handles over 600 patient appointment calls weekly, ensuring smooth scheduling
- Manages appointment schedules for a team of 50 offices, coordinating over 1,785 appointments per month
- Improves scheduling efficiency by 25% by streamlining communication between departments
- Enhances patient retention by 15% by implementing follow-up call procedures
Customer Service Representative
Zevez Corporation
Portland, Oregon
05.2009 - 01.2017
- Delivered on time and exceptional service through phone interaction and service customers in timely and friendly manner
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Lead customers to right source for their questions about product details, company policies and account issues
- Collaborated with vendor representatives and company customers to set up optimal delivery schedules
- Responded to customer requests for products, services, and company information
- Achieved 95% customer satisfaction rate, resulting in 20% upsell increase
- Boosted customer retention by 15% by implementing targeted follow-up strategizes
Education
GED -
Portland Community College
Portland, OR05.2008
Skills
- Scheduling & Time Management
- Customer Relationship Management
- Cross-department Communication
- Problem solving
- Technical Proficiency
- Interpersonal & Communication skill
- Microsoft Office Suite
Timeline
Appointment Center Representative
Willamette Dental Group
02.2017 - Current
Customer Service Representative
Zevez Corporation
05.2009 - 01.2017
GED -
Portland Community College