Jodara Branch
Chicago ,IL
Summary
Knowledgeable and dedicated Remote customer service professional with additional experience in Medical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with customers or patients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Illinois Tollway Customer Service Center-REMOTE
Chicago Lighthouse for the Blind
Chicago, IL
04.2024 - Current
- Coordinated with vendors providing services related to toll collection operations.
- Assisted with balancing accounts for daily revenue collections against established targets.
- Investigated suspicious transactions to determine potential fraudulent activity.
- Created records of cash deposits from toll booths at the end of each shift.
- Prepared monthly reports detailing revenue collected from tolls and related fees.
- Reviewed documentation submitted by customers seeking adjustments or refunds due to errors in charges or other discrepancies.
- Addressed customer complaints promptly and professionally while ensuring resolution within established guidelines.
- Assessed staffing levels throughout shifts to ensure adequate coverage was maintained at all times.
- Tracked all customer interactions using internal software applications.
- Gathered feedback from customers regarding their experience with products or services offered by the company.
- Received incoming calls from customers and responded to inquiries about product features and benefits.
- Provided timely and accurate responses to customer inquiries regarding products, services, and policies.
- Maintained a professional attitude while providing excellent customer service.
- Assisted customers in resolving issues with their accounts or orders.
- Worked closely with other departments to resolve complex customer issues.
Seasonal -Remote IDES Call Center Agent
Chicago Lighthouse for the Blind
Chicago, IL
01.2024 - 03.2024
- Greeted Claimants in a professional and courteous manner.
- Resolved claimant service inquiries promptly and efficiently.
- Reported any technical problems encountered while taking calls to the IT department.
- Monitored incoming calls to ensure they were routed correctly according to established protocols.
- Adjusted communication style based on individual claimant needs.
- Utilized problem solving techniques when dealing with difficult or irate claimants.
- Resolved claimant inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Handled claimant effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
- Maintained strong call control and quickly worked through scripts to address problems.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Updated claimant accounts, addresses and contact information within call management databases.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Outreach Specialist
Wellbe Senior Medical Call Center
Chicago, IL
04.2023 - 01.2024
- Presented clients with information, referrals and assistance accessing resources such as food, housing and transportation.
- Scheduling members with local Nurse Practitioners providing in home urgent 24/7 care.
- Performed ongoing monitoring of care plans to evaluate effectiveness, documenting interventions and goal achievements and suggesting changes accordingly.
- Cultivated and developed relationships with existing and potential referral sources, identified new partners, uncovered untapped opportunities and raised brand awareness.
- Interviewed patients or members via phone or in-person to gather personal and sensitive information and determined eligibility for various outreach programs.
- Tracked data using spreadsheets to record pledges, phone calls and canvassing.
- Promoted integration of behavioral health care and long-term services to enhance continuity of care for clients.
- Provided timely, courteous and knowledgeable responses to information requests.
- Collaborated with new customers to give details about company offerings.
- Networked to build client base and promote products to new and existing clients.
Medical Assistant
Loyola University Medical Center PEDS SPECIALTY
Chicago, il
03.2022 - 03.2023
- Sanitized, restocked and organized exam rooms and medical equipment.
- Communicated clearly and effectively with patients to verify information, determine purpose of visit and record medical history.
- Called and faxed pharmacies to submit prescriptions and refills.
- Conducted preliminary patient evaluations measuring weight, temperature and blood pressure.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Collected and documented patient medical information such as blood pressure and weight.
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Taught patients about medications, procedures and care plan instructions.
- Prepared and administered medications to alleviate patient symptoms.
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions.
- Educated patients by providing medication and diet information and clarifying physicians' orders, answering questions thoroughly.
- Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
- Maintained detailed records of test results by entering data and patient information into computer.
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
Education
Diploma in Medical Assisting - Medical Assisting
Herzing University
06.2022
High School Diploma -
Collins Academy
06.2013
Skills
- Effective Communicator (Proven ability to communicate complex information clearly and concisely resulting in increased customer satisfaction and positive feedback)
- Detail Oriented (Strong attention to detail in analyzing customer needs, reviewing policies, and ensuring accuracy in documentation leading to error free recommendations)
- Excellent interpersonal, verbal, and written communication skills
- Basic computer skills Ability to type 40 WPM
- Data Analysis
- Application Processes
- Problem-Solving (Identifying customer issues, proposing innovative solutions, and resolving conflicts resulting in improved customer retention and loyalty)
Certification
- Certified Medical Assistant (CMA)
Timeline
Illinois Tollway Customer Service Center-REMOTE
Chicago Lighthouse for the Blind
04.2024 - Current
Seasonal -Remote IDES Call Center Agent
Chicago Lighthouse for the Blind
01.2024 - 03.2024
Outreach Specialist
Wellbe Senior Medical Call Center
04.2023 - 01.2024
Medical Assistant
Loyola University Medical Center PEDS SPECIALTY
03.2022 - 03.2023
Diploma in Medical Assisting - Medical Assisting
Herzing University
High School Diploma -
Collins Academy