Karen Smith
Gladstone,MI
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
17
17
years of professional experience
Work History
AMSA
Veterans Affairs Medical Center
Gladstone, MI
01.2023 - Current
- Prioritized and organized tasks to efficiently accomplish service goals.
- Maintained updated knowledge through continuing education and advanced training.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Completed day-to-day duties accurately and efficiently.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Answering calls per shift to assist with customer questions and concerns.
- Worked successfully with diverse group of coworkers to accomplish goals.
- Understood and followed oral and written directions.
- Provided excellent service and attention to veterans when face-to-face or through phone conversations.
- Adhering to the scheduling policies and procedures.
- Conducting special audits, studies, or surveys to development procedures.
- Ensure appointments are made from a provider's order.
- Coordinating administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to insure continuity of inpatient and outpatient care.
- Patient check-in process (in its entirety), including the printing of documentation needed for appointment.
- Explaining the VHA mandate to collect insurance information to Veterans and their families.
- Collecting, scanning, and updating health insurance information to aid in the revenue collection process.
- Completing patient check-out process daily, including completion of Return to Clinic (RTC) orders, creation of recall reminders, consult follow-up, no-showing patient appointments according to local policy, and any other action required to complete appointment process.
- Utilizing reports to assist in care delivery process.
- Resolving difficult problems and diffuses potential dissatisfaction with VA services.
- Responsible for VHIC Card process, Benefit Travel requests assistance, understanding Heritage Medication Program, postage meters, UPS labels, and any other miscellaneous processes.
Front Office Manager
Haas Hearing
Escanaba, MI
01.2019 - 01.2022
- Managed inventory levels for supplies used at the front desk such as stationary items, key cards.
- Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Conducted transactions, confirming patient information and processing according to standard protocol.
- Implemented effective strategies to improve customer loyalty programs and enhance sales opportunities.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Reviewed completed work to verify consistency, quality and conformance.
- Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.
- Analyzed customer feedback data to identify areas of improvement.
- Monitored office inventory to maintain supply levels.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Maintained updated knowledge through continuing education and advanced training.
- Understood and followed oral and written directions.
- Completed day-to-day duties accurately and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Identified needs of customers promptly and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Answered 50 plus calls per shift to assist with customer questions and concerns.
CSR, Sales
Spectrum
Escanaba, MI
01.2007 - 03.2018
- Educated customers on special pricing opportunities and company offerings.
- Engaged casual shoppers to provide information about featured products and recommend merchandise, driving sales up.
- Increased profitability and revenue by generating required sales goals monthly .
- Upheld quality control policies and procedures to increase customer satisfaction.
- Ensured compliance with applicable laws and regulations related to sales process.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Made outbound calls to obtain account information.
- Created detailed reports regarding sales performance metrics such as daily call volumes and average handle time.
- Generated sales leads through cold calling and outbound calls in order to increase revenue growth.
- Followed up with customers to ensure their satisfaction with products or services they received.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Operated register, handled cash and processed credit card transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Maintained records of customer interactions, transactions, comments and complaints.
- Analyzed customer feedbacks and surveys data in order to identify trends in customer preferences and interests.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Adhered strictly to company policies and procedures while handling customer queries and requests.
- Responded promptly to all incoming sales inquiries from potential customers.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Education
High School Diploma -
Escanaba Area Public High School
Escanaba, MI06-1990
Skills
- Customer Service
- Dependable and Responsible
- Task Prioritization
- Self-Directed
- Verbal Communication
- Multitasking
- Flexible and Adaptable
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Relationship Building
- Problem-Solving
- Troubleshooting
- Analytical Thinking
- Customer Relations
References
References available upon request.
Timeline
AMSA
Veterans Affairs Medical Center
01.2023 - Current
Front Office Manager
Haas Hearing
01.2019 - 01.2022
CSR, Sales
Spectrum
01.2007 - 03.2018
High School Diploma -
Escanaba Area Public High School
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