Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Kenie Nkamchor

Bowie,MD

Summary

Experienced Customer Service Professional skilled in managing high-volume inbound calls, resolving complex patient inquiries, and initiating effective payment plans. Excel in fast-paced environments, utilizing multiple resources to achieve optimal solutions and consistently exceed performance goals. Proven track record of enhancing team performance and quickly mastering new processes. Exceptional communication and organizational skills, with strong capabilities in remote work settings.

Overview

5
5
years of professional experience

Work History

Customer Service Representative

Psychotherapeutic Treatment Services
09.2021 - 08.2024
  • Answered 80+ inbound calls per day from patients, doctor's offices, and private insurance carriers
  • Initiated and managed payment plans for patients to resolve outstanding balances
  • Utilized multiple resources and systems to resolve patient inquiries in real-time while on the phone
  • Consistently met and exceeded performance goals and productivity targets
  • Quickly became proficient with new processes and systems after completing structured training programs
  • Coordinated referrals to specialty care services within the network or external organizations in a timely manner
  • Screened patients for eligibility for state and federal assistance programs, ensuring accurate determination of program suitability
  • Enhanced team performance by 8% by consistently meeting and exceeding daily departmental goals
  • Investigated and resolved patient inquiries and complaints quickly
  • Educated customers about billing, payment processing, and support policies and procedures
  • Continuously maintained confidentiality of account information, adhering to prescribed policies and procedures outlined in the hospital Employee Handbook and Employee Code of Conduct
  • Performed patient scheduling and registration functions to serve as the initial contact point for medical office visits.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Front Desk Receptionist

Innovative Life Solutions
06.2019 - 08.2021
  • Utilized customer service software to manage interactions and track customer satisfaction
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs
  • Displayed calm conflict resolution and strong interpersonal skills with all customer interactions
  • Tracked customer service cases and updated service software with customer information
  • Informed customers about issue resolution progress
  • Bolstered customer retention by 4% creating and offering unique discount options and inspiring interest in new product lines
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Collected room deposits, fees, and payments.
  • Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
  • Completed data entry and filing to keep records updated for easy retrieval.
  • Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
  • Completed all tasks in compliance with company policies and procedures.
  • Increased customer satisfaction by promptly addressing and resolving inquiries and concerns.
  • Contributed to team effort by accomplishing related results as needed, fostering collaborative work environment.

Education

High School Diploma -

Government High School
Cameroon Africa
05.2005

Skills

  • Customer Service
  • Work from Home
  • Microsoft Suite
  • ServiceNow
  • Data Entry
  • Attention to Detail
  • Providing excellent customer service to customers
  • Exceptional telephone etiquette
  • Passionate and excited about innovative application systems
  • Exceptional problem-solving skills
  • Ability to work independently and adapt fast

Accomplishments

  • Resolved 20 issues every day with first-rate strengths in conflict resolution and problem solving.
  • Suggested and utilized improved tracking system to increase efficiency of support by 6%.
  • Recognized as a consistently helpful and supportive professional by patients and staff alike.

Languages

English
Native or Bilingual

Timeline

Customer Service Representative

Psychotherapeutic Treatment Services
09.2021 - 08.2024

Front Desk Receptionist

Innovative Life Solutions
06.2019 - 08.2021

High School Diploma -

Government High School

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Kenie Nkamchor