Karina Stein
Phillipsburg
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History with inbound and outbound calls and sustaining satisfactory relationships with customers. Years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. I am able to build trust with customers to promote satisfaction, resolve concerns. I was apart of the escalations team at my previous job reviewing calls and helped with training new hires.
Overview
19
19
years of professional experience
Work History
Patient Engagement Partner
St. Luke's
04.2024 - Current
- Managed customer calls and resolve issues effectively to enhance patient satisfaction.
- Answering inbound calls to assist with scheduling appointments
Remote Customer Service Representative
Iqor
01.2020 - 04.2024
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor. ( I was also apart of the escalations team taking supervisor calls)
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Provided service to new and long-standing customers by attending closely to concerns and developing solutions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Exceeded company productivity standards on consistent basis.
- Assisted with Zoom sessions training new hires.
Marketing
Global Healthcare Management
09.2013 - 07.2018
- Took incoming calls
- Obtained insurance information from patients
- Trained on many different medical supplies
- Used excel spreadsheets daily
- Entered patient information into system and ran insurance information
- Transferred calls to different departments
- Conference calls daily to go over work load
- Updated management daily with reports monitored phone calls
- Followed scripts
- Managed client marketing strategies and product promotion campaigns.
- Coordinated marketing campaigns, monitoring accuracy, execution and follow-up.
Customer service representative
Best Buy
09.2010 - 11.2011
- Cleaned and organized the store, including the checkout desk and displays
- Alerted customers to upcoming sales events and promotions
- Handled all customer relations issues in a gracious manner and in accordance with company policies
- Handled returns and exchanges
- Answered customer telephone calls promptly and in an appropriate manner
- Operated a cash register for cash, check and credit card transactions
- Welcomed customers into the store and helped them locate items
- Used time efficiently when not serving customers, including stocking gift cards and credit card applications.
Childcare Provider
Little Buddies
02.2007 - 05.2009
- Sanitized toys and tables to maintain clean, safe environment.
- Prepared meals, snacks and refreshments for children according to dietary needs and restrictions.
- Assisted children in development of social, communication and problem-solving skills.
- Cared for children of various ages and assisted with feeding and daily activities.
Education
High School Diploma -
Phillipsburg high school
Phillipsburg, New Jersey06.2010
Skills
- Retail Sales Customer Service
- Inbound and Outbound Calling
- Call Center Sales
- Microsoft Office experiance
- Marketing
- Customer relations
- Quality assurance
- Escalations
- Scheduling appointments
- Trained using Zoom
Timeline
Patient Engagement Partner
St. Luke's
04.2024 - Current
Remote Customer Service Representative
Iqor
01.2020 - 04.2024
Marketing
Global Healthcare Management
09.2013 - 07.2018
Customer service representative
Best Buy
09.2010 - 11.2011
Childcare Provider
Little Buddies
02.2007 - 05.2009
High School Diploma -
Phillipsburg high school