Kelly Hughes
Blacksburg,VA
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.
Overview
8
8
years of professional experience
Work History
Customer Support Specialist
Ferrellgas
Remote
08.2023 - 01.2024
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Streamlined support processes for increased efficiency and reduced response times.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
Customer Service Representative
Qurate Retail Group
Remote
03.2023 - 10.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Front Office Specialist
Pain Care Center
Christiansburg, VA
09.2020 - 05.2022
- Enhanced customer satisfaction by efficiently managing front office tasks and providing exceptional service.
- Streamlined appointment scheduling for improved patient experience and increased daily appointments.
- Boosted office productivity by implementing effective organizational systems and maintaining accurate records.
- Collaborated with medical staff to ensure timely communication of patient information and seamless coordination of services.
- Reduced waiting times by effectively managing patient flow and promptly addressing any concerns or issues.
- Maintained strict confidentiality by securely handling sensitive patient data in accordance with HIPAA regulations.
- Facilitated clear communication between patients, providers, and insurance companies to resolve billing discrepancies and minimize financial burdens on patients.
Certified Medical Assistant
Carilion
Roanoke, VA
03.2016 - 01.2019
- Improved patient satisfaction by providing efficient and accurate medical assistance during appointments.
- Reduced wait times for patients by maintaining an organized schedule and swiftly preparing examination rooms.
- Enhanced clinic efficiency by thoroughly documenting patient information and updating electronic health records.
- Provided compassionate care for patients, addressing their concerns and ensuring a positive experience.
- Assisted physicians with various procedures, ensuring comfort and accuracy for optimal patient outcomes.
- Streamlined communication between healthcare providers, facilitating timely treatment plans and decision making.
- Documented vital signs and health history for patients in clinic and hospital environments.
Education
Certificate - Medical Assisting
ECPI University
Virginia Beach, VA10.2015
Skills
- Customer Response
- Quality Assurance
- SLA
- Salesforce
- Call Center Experience
- Attention to Detail
- Data Collection
- Data Entry
- Customer Relations
- Customer Education
- Microsoft Excel
- Microsoft Office Suite
- Customer Service
- Service Upselling
- Multi-Line Phone Talent
- Microsoft PowerPoint
- Live Chat Support
- Complaint Handling
- Payment Processing
- Customer Relationship Management (CRM)
- Effective Communication
- Multitasking
- Time Management
- Account Updating
- Clerical Support
- Call Center Operations
- Delivery Scheduling
Timeline
Customer Support Specialist
Ferrellgas
08.2023 - 01.2024
Customer Service Representative
Qurate Retail Group
03.2023 - 10.2023
Front Office Specialist
Pain Care Center
09.2020 - 05.2022
Certified Medical Assistant
Carilion
03.2016 - 01.2019
Certificate - Medical Assisting
ECPI University