Jordan Smith
Kingsland,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Liveops
02.2020 - Current
- Created and maintained detailed database to develop promotional sales.
- Handled customer inquiries and suggestions courteously and professionally.
- Educated customers about billing, payment processing and support policies and procedures.
- Tracked customer service cases and updated service software with customer information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Managed timely and effective replacement of damaged or missing products.
- Met customer call guidelines for service levels, handle time and productivity.
- Updated account information to maintain customer records.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Clinical Coordinator/Surgical Technologist
Arledge Aesthetics
06.2009 - 01.2019
- Mentored new clinical staff members for proper onboarding and orientation processes.
- Actively participated in policy development initiatives, drawing upon extensive knowledge of relevant guidelines, legislation, and best practice.
- Implemented new policies and educated staff on changes.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Established rapport with outside medical professionals and facilities through proactive networking efforts; facilitated referrals and cross-institutional collaboration as necessary.
- Championed a patient-centered approach by actively involving patients and their families in the care planning process.
- Presented feedback on current and new procedures at weekly clinical meetings.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Built strong relationships with patients and families for optimized care satisfaction.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
- Successfully negotiated client contract renewals to create increased revenue.
- Ensured compliance with regulatory standards and best practices through diligent oversight of clinical procedures, documentation, and staff training.
- Created weekly schedules for nurses, taking into account sick days and vacation time.
- Assessed clinical policies and procedures for compliance with changing regulations.
- Enabled timely service reimbursements by liaising with insurance companies.
- Coordinated, monitored, assigned, and documented patient and clinical care activities.
- Coordinated continuing education opportunities for staff members to stay current on industry advancements and best practices.
- Led physicians, nurses and healthcare teams in providing punctual, professional care delivery.
- Organized systems for tracking patient records to improve ease of retrieval.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Created customized care plans, working with hospital staff and families to assess and meet individual needs.
- Discussed medical histories with patients in effort to provide most effective medical advice.
- Prepared operating rooms with required instruments, ensuring efficient setup for various surgical cases.
- Assisted surgeons in complex procedures for optimal patient outcomes and reduced recovery time.
- Enhanced patient safety by maintaining a sterile surgical environment and adhering to strict protocols.
Education
Surgical Technologist - Surgical Technology
Covenant School of Surgical Technology
Lubbock, TX06.2009
Skills
- Transaction Processing
- Inbound Call Management
- Microsoft Office Suite
- Order and Refund Processing
- Customer Account Management
- Scheduling
- Call Documentation
- Account updating
- Understanding Customer Needs
- Issue and Complaint Resolution
- Payment Processing
- Filing
- Key holder experience
- Policies and Procedures Adherence
- Critical Thinking
- Medical terminology knowledge
- Account Updates
Timeline
Customer Service Representative
Liveops
02.2020 - Current
Clinical Coordinator/Surgical Technologist
Arledge Aesthetics
06.2009 - 01.2019
Surgical Technologist - Surgical Technology
Covenant School of Surgical Technology