Jennifer Mayfield
Tuscola,TX
Summary
Dynamic customer service professional with extensive experience at Hendricks Medical Center, excelling in appointment scheduling and active listening. Proven ability to enhance patient satisfaction through effective communication and critical thinking. Skilled in data entry and staff training, consistently delivering exceptional support in high-pressure environments.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Hendricks Medical Center
09.2021 - Current
- Managed patient inquiries and concerns, maintaining a positive customer experience throughout interactions.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified insurance coverage and obtained pre-authorizations.
- Maintained accurate patient records, updating contact information and insurance details as needed.
- Utilized electronic health record systems effectively to manage patient appointments and minimize scheduling errors.
- Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
- Scheduled patient appointments in respective doctors' calendars.
- Coordinated patient appointments and managed scheduling systems for optimal clinic efficiency.
Rehabilitation Therapy Technician/Direct Care Supp
Abilene State Supported Living Center
05.2018 - 09.2023
- Assisted in implementing individualized therapy plans for residents, enhancing overall care quality.
- Monitored resident progress and documented changes, ensuring compliance with therapeutic goals.
- Ensured patient safety during therapy sessions, following proper protocols and guidelines.
- Consistently upheld strict compliance with HIPAA regulations, protecting sensitive patient information at all times.
- Facilitated daily living skills for individuals with disabilities, enhancing independence and quality of life.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
- Provided compassionate support to individuals with disabilities, enhancing daily living skills and independence.
- Trained and mentored new staff in best practices for direct care and emergency response procedures.
Customer Service Representative
Blue Cross and Blue Shield
10.2015 - 04.2018
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Responded proactively and positively to rapid change.
- Documented call details accurately in database, ensuring consistency and reliable access to customer information for team members.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Cashier
Allsups Convience Store
07.2014 - 10.2015
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer, balancing funds at shift end.
- Provided exceptional customer service, resolving inquiries and complaints promptly.
- Assisted in inventory management, restocking shelves to ensure product availability.
- Trained new staff on cash handling procedures and store policies.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Handled cash register operations accurately, processing transactions quickly while ensuring security measures were followed.
- Operated POS systems to accurately process customer purchases.
- Handled customer complaints with professionalism, resolving issues to maintain positive store reputation.
Call Center Representative
Xerox
05.2013 - 04.2014
- Delivered exceptional customer service by addressing inquiries and resolving complaints efficiently.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Substitute Teacher
Lockhart Independent School District
09.2010 - 02.2011
- Developed and implemented lesson plans to meet diverse student needs.
- Managed classroom behavior to create a positive learning environment.
- Adapted instructional materials for various learning styles and abilities.
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Maintained detailed records of student attendance, assignments, and progress for seamless transition back to regular teachers.
- Followed lesson plans designed by absent teachers.
- Enforced school and class rules to maintain order in classroom.
- Implemented classroom management techniques to maintain positive learning environment.
Security Guard
GEO
03.2007 - 12.2009
- Supervised inmate activities to ensure safety and compliance with facility regulations.
- Conducted regular inspections of premises to identify security breaches and maintain order.
- Aided in the prevention of escape attempts by routinely inspecting facility perimeters and addressing any vulnerabilities found.
- Enhanced prison safety by conducting thorough cell searches for contraband items.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
- Conducted routine and emergency head counts.
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
Customer Service Representative
Kelly Services
05.2005 - 02.2007
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Enhanced customer loyalty with prompt and effective resolution of technical issues.
- Managed high levels of call flow and responded to technical support needs.
- Troubleshot complex system problems, utilizing diagnostic tools to identify root causes efficiently.
- Provided technical support for software and hardware issues, ensuring timely resolution for customer inquiries.
Education
No Degree - Nursing
Cisco Junior College
Abilene, TX05-2028
No Degree - Clerical
Executive Secretarial School
Dallas, TX03-2011
High School Diploma -
Cooper High School
Abilene, TX05-1997
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Professional telephone demeanor
- Appointment scheduling
- Documentation
- Staff training
Timeline
Customer Service Representative
Hendricks Medical Center
09.2021 - Current
Rehabilitation Therapy Technician/Direct Care Supp
Abilene State Supported Living Center
05.2018 - 09.2023
Customer Service Representative
Blue Cross and Blue Shield
10.2015 - 04.2018
Cashier
Allsups Convience Store
07.2014 - 10.2015
Call Center Representative
Xerox
05.2013 - 04.2014
Substitute Teacher
Lockhart Independent School District
09.2010 - 02.2011
Security Guard
GEO
03.2007 - 12.2009
Customer Service Representative
Kelly Services
05.2005 - 02.2007
No Degree - Nursing
Cisco Junior College
No Degree - Clerical
Executive Secretarial School
High School Diploma -
Cooper High School