Khoa Le
Carrollton
Summary
Dynamic Contact Center Specialist with a proven track record at Baylor Scott & White, excelling in customer support and call handling. Adept at utilizing Epic Systems to enhance patient experiences while maintaining a calm disposition under pressure. Recognized for effectively resolving inquiries and ensuring service excellence in a fast-paced environment.
Overview
3
3
years of professional experience
Work History
Contact Center Specialist
Baylor Scott & White
01.2025 - 11.2025
- Provided front-line support by managing routine inbound phone calls, emails, and electronic communications related to medical products, services, and patient inquiries.
- Delivered comprehensive front-line healthcare support, including technical assistance, patient inquiry resolution, new patient registration, appointment scheduling, financial clearance coordination, complaint resolution, and issue troubleshooting on behalf of the organization.
- Ensured a positive and professional patient experience by emphasizing customer satisfaction, service excellence, and effective resolution of concerns.
- Evaluated caller needs and appropriately identified situations requiring immediate healthcare intervention.
Technical Support Representative
ADT Security
09.2023 - 11.2024
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Installed and configured operating systems and applications.
- Generated reports to track performance and analyze trends.
Technical Support Representative
Brinks Home Security
08.2022 - 09.2023
- Configured hardware, devices, and software to set up work stations for employees.
- Configured and tested new software and hardware.
- Monitored system performance to identify potential issues.
- Installed, configured and maintained computer systems and network connections.
Education
Bachelor of Science - Computer Information Systems
University of Nevada, Reno
Reno07-2017
Skills
- Call handling
- Script adherence
- Scheduling
- Customer support
- Call logging
- Calm disposition
- Gathering information
- Customer account updates
- Verbal and written communication
- Epic Systems knowledge
Timeline
Contact Center Specialist
Baylor Scott & White
01.2025 - 11.2025
Technical Support Representative
ADT Security
09.2023 - 11.2024
Technical Support Representative
Brinks Home Security
08.2022 - 09.2023
Bachelor of Science - Computer Information Systems
University of Nevada, Reno