Kelly Hill
Rancho Cordova,California
Summary
Experienced Leader- Health Care Customer Service Professional brings 10+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Care Representative/ Clinical Coordinator
Envision Rx Options
09.2017 - 12.2021
- Answered incoming calls and respond to calls and emails
- Resolved pharmacy issues with members, providers and pharmacies
- Responded to routine inquiries on multiple products such as Coverage determinations ( Prior Authorization status
- Researched required information using available resources
- Placed outgoing phone calls when business ventures warrant
- Documented all call information and enter data accurately and timely
- Utilized multiple company database programs for accessing member information
- Achieved individual performance goals for productivity and quality
- Maintained confidentiality of patient and proprietary information
- Earned Management trust to work in Epharm Que to assist Envision mail order Pharmacy as Pharmacy Customer Care Representative
- Communicated with Client Account Representatives, and Team Leaders.
- Demonstrated ability to deescalate concerns of members and to provide prompt response, and resolution.
- Achieved performance goals, and achieved Attendance recognition.
Home Health Aide
Comfort Keepers of Citrus Heights
04.2016 - 01.2017
- Scheduled and accompanied clients to medical appointments
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Maintained a clean, healthy and safe environment
- Documents objective data and routine aspects of patient care.
Inside Sales Representative
Scalable Press
12.2014 - 06.2016
- Surpassed annual quota by 200%
- Managed and recorded all leads from outbound telephone marketing
- Prioritized daily workflows, including all inbound calls, quotes and sales-related inquiries
- Answered customers' questions regarding products, prices and availability
- Guided clients in creating websites, via shopify plugin /Api backend custom connect option to assist them in growing their sales, as we provided fulfillment and products to display their unique images on for their end user
- Listened attentively to client feedback and worked with Management product development team to introduce revolutionary customizable products to fit clients’ needs and growth.
Team Leader
Neiman Marcus Last Call
11.2011 - 12.2014
- Greeted customers in a timely fashion while quickly determining their needs
- Maintained knowledge of current sales and promotions,
- Trained and engaged Sales floor staff and communicated with management and Inventory and security staff to execute displays, and signage, and to engage customers and create interest, enthusiasm and provide excellent customer service to meet sales projections
- Responded to customer questions and requests in a prompt and efficient manner
- Trained and coached sales floor on deescalation and customer satisfaction techniques.
- Contacted other store locations to determine merchandise availability
- Built relationships/ and reached out customers upon upcoming events of similar purchasing interests.
- Invited customers back to increase likelihood of repeat business.
Education
Some College (No Degree) - Clinical Medical Assistant
BOSTON REED COLLEGE
Associate of Arts - Medical Office Management
Santa Barbara Business College
Fremont, Ca11.1993
Licensed C.N.A - Licensed Nursing Assistant
Regional Occupation Program
Fremont, CA06.1988
Certificate - Introduction To User Experience Design
Georgia Tech
Clarkesville, GASkills
- Interpretation and Translation Services
- Call Documentation
- Customer Retention Strategies
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Workload Planning
- Understanding Customer Needs
- Building Customer Trust and Loyalty
- Data Entry and Maintenance
- Customer Account Management
- Calm and Professional Under Pressure
- Responding to Difficult Customers Courteous with Strong Service Mindset
- Collaborative Environments
Certification
- Licensed Nursing Assistant
1991
Timeline
Customer Care Representative/ Clinical Coordinator
Envision Rx Options
09.2017 - 12.2021
Home Health Aide
Comfort Keepers of Citrus Heights
04.2016 - 01.2017
Inside Sales Representative
Scalable Press
12.2014 - 06.2016
Team Leader
Neiman Marcus Last Call
11.2011 - 12.2014
Some College (No Degree) - Clinical Medical Assistant
BOSTON REED COLLEGE
Associate of Arts - Medical Office Management
Santa Barbara Business College
Licensed C.N.A - Licensed Nursing Assistant
Regional Occupation Program
Certificate - Introduction To User Experience Design
Georgia Tech
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