JANETTE COPER
Bedford,TX
Summary
Proven Customer Service Representative at ResultsCX, adept in Salesforce and critical thinking, enhanced first-call resolution rates and patient satisfaction through effective problem-solving and compassionate communication. Excelled in fast-paced environments, demonstrating proficiency in Microsoft Systems and a commitment to excellence in customer service. Managed and optimized Salesforce CRM system for members. Developed and implemented Customs reports and dashboards to track member activity. Collaborated with cross-functional teams to streamline event management processes using Salesforce.
Overview
10
10
years of professional experience
Work History
Customer Service Representative (REMOTE)
ResultsCX
10.2023 - 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.
- 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.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Window Clerk
United States Postal Service, USPS
03.2015 - 09.2020
- Processed passport applications efficiently and accurately, ensuring compliance with all regulations.
- Maintained a clean and organized work area, contributing to an overall positive environment for both employees and customers.
- Enhanced customer satisfaction by providing efficient and friendly service at the window counter.
- Resolved customer complaints or issues promptly and professionally, prioritizing customer satisfaction.
- Consistently met performance standards for window clerk duties, contributing to the smooth operation of the postal facility.
- Successfully managed large volumes of incoming packages for distribution within tight timeframes.
- Contributed to a reduction in wait times by working cooperatively with fellow clerks during peak periods.
- Stayed current with changes in postal regulations or procedures through ongoing training opportunities.
- Recognized potential security risks related to suspicious packages and followed proper protocols to ensure safety.
- Efficiently processed bulk mailings for business clients while maintaining attention to detail and accuracy in pricing calculations.
- Assisted customers with postage purchases, maintaining a high level of product knowledge to provide accurate information.
- Supported new hires in learning job responsibilities through mentorship and guidance on best practices.
- Streamlined mail sorting process for faster delivery times and improved accuracy.
- Assisted customers by answering questions and fulfilling requests.
- Educated customers on available services such as package insurance, tracking options, and shipping timelines.
- Assisted customer by locating items, processing payments, and carrying out heavy purchases.
- Operated POS systems to accurately process customer purchases.
Education
Bachelor of Science - Computer Science
Saint Vincent College
PhilippinesCertificate - Dental Assisting
Carrington College
Mesquite, TX09.2014
Skills
- Salesforce System
- Microsoft System
- Teams
- Avaya Voice Portal
- Zoom
- Omni System
- Careconnect System
- Insurance Verification
- Salesforce utilization
- In-depth knowledge of Salesforce
- Salesforce
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Computer Proficiency
- Call center experience
- Microsoft Excel
- Microsoft Outlook
- Scheduling
- Appointment Scheduling
- Product Knowledge
- Problem-Solving
- Computer Skills
- Calm Under Pressure
Timeline
Customer Service Representative (REMOTE)
ResultsCX
10.2023 - Current
Window Clerk
United States Postal Service, USPS
03.2015 - 09.2020
Bachelor of Science - Computer Science
Saint Vincent College
Certificate - Dental Assisting
Carrington College