Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Karam Louis

Karam Louis

Troy,MI

Summary

Organized and dedicated individual with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments. Strong knowledge of computer software and hardware support when needed.

Overview

5
5
years of professional experience

Work History

Clinical Service Desk Analyst

HTC Global Services
10.2022 - 02.2024
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Received 30-40 calls over 8 hours with 90% first level resolution rate.
  • Used ticketing systems such as Service Now, Service Focus and Remedy.
  • Worked with team members to solve issues at first level as well as communicated new procedures and processes.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Installed and configured operating systems and applications.
  • Assisted with Active Directory edits, groups and functions.
  • Performed password resets for AD accounts and other applications.
  • Utilized EPIC to assist patients with MyChart.
  • Utilized EPIC to assist employees with account issues, template linking, mirroring and Care Link resets.
  • Provided excellent customer service experience over phone.

Front Desk Professional

Ahad MD PC
05.2022 - 10.2022
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy patients.
  • Developed and maintained positive relationships with patients for satisfaction.
  • Prepared reports on guest satisfaction levels and other metrics.
  • Scheduled patients to see their primary care provider.
  • Assisted patients with refilling medication, provided medication instructions and provided results regarding testing.
  • Worked in a team environment and communicated with medical assistants and doctor to get the best care for the patient.
  • Worked with systems including EPIC, Citrix Workspace, and insurance verification systems.
  • Worked on windows 10 and performed routine IT maintenance addressing any issues with doctor's devices.

Customer Service Representative/Pharmacy Technician

Rite Aid
07.2021 - 09.2022
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Assisted in checking out customers at the cashier and provided excellent customer service.
  • Assisted customers find items, restocked shelves, changed the layout of shelves, performed resets, and worked as a team to keep the store running smoothly.
  • In the back as a pharmacy tech, I filled prescriptions, did patient call back, typed out prescriptions in the system, and kept everything organized and neat.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Area Manager

McDonald's
07.2019 - 07.2021
  • Kept food preparation area, equipment, and utensils clean and sanitary.
  • Packaged menu items into bags or trays and placed drink orders into carriers.
  • Worked well with teammates and accepted coaching from management team.
  • Provided excellent customer service by greeting customers and meeting quality expectations.
  • Took orders, prepared meals, and collected payments.
  • Operated cash register to ring up final bill and process various forms of payment.
  • Trained new team members on procedures and customer service.
  • Worked front counter, drive-thru and other areas.
  • Cleaned and maintained all areas of restaurant to promote clean image.

Education

Bachelor of Science - Biomedical Sciences

Wayne State University
Detroit, MI
05.2027

Associate of Arts - General Sciences

Oakland Community College
Bloomfield Hills, MI
Current

High School Diploma -

Athens High School
Troy, MI
05-2022

Skills

  • Information gathering
  • Statistic analysis
  • Data Modeling
  • Guest communication
  • Application support
  • Computer hardware knowledge
  • Customer Service
  • EHR Software
  • Telephone Etiquette
  • Scheduling Tests and Procedures
  • Records Maintenance

Languages

English
Native or Bilingual
Arabic
Native or Bilingual

Timeline

Clinical Service Desk Analyst

HTC Global Services
10.2022 - 02.2024

Front Desk Professional

Ahad MD PC
05.2022 - 10.2022

Customer Service Representative/Pharmacy Technician

Rite Aid
07.2021 - 09.2022

Area Manager

McDonald's
07.2019 - 07.2021

Bachelor of Science - Biomedical Sciences

Wayne State University

Associate of Arts - General Sciences

Oakland Community College

High School Diploma -

Athens High School

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Karam Louis