Kristina Arrington
Hyattsville,MD
Summary
Results-oriented Customer Service Professional effective at uncovering customer needs, finding solutions and handling objections. Top performer with consistent track record of meeting and exceeding goals. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
9
9
years of professional experience
Work History
Customer Service Coordinator
George Washington University Medical Center
2021.05 - 2024.04
- Enhanced communication between medical staff by promptly answering phone calls, relaying messages, and responding to inquiries.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Ensured patient safety through strict adherence to HIPAA regulations and maintaining confidentiality of sensitive information.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
- Reduced manual data entry tasks by creating automated processes within the CRM system.
- Demonstrated empathy towards customers facing challenges, offering tailored solutions that met their unique needs.
- Advised on appropriate metric selection for performance tracking, aligning KPIs with overall company goals.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Delivered prompt service to prioritize customer needs.
- Managed incoming calls and directed to appropriate department.
- Scheduled appointments and maintained department master calendar to facilitate efficient patient flow.
- Prepared admissions charts and scanned records.
- Answered unit calls and took messages for healthcare staff to maximize team productivity.
- Documented updates to patient information in medical charts while maintaining HIPAA compliance protecting confidentiality of records.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
Customer Support Specialist
Georgetown University, Lombardi Comprehensive Cancer Center
2017.08 - 2021.04
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Utilized excellent communication skills in both written and verbal forms to effectively address customer inquiries and concerns.
- Participated in regular team meetings to discuss performance metrics, share insights, and foster a collaborative work environment.
- Processed debit and credit card and electronic check payments.
- Investigated and resolved customer inquiries and complaints quickly.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Administrative Clerk
American Pharmacist Association
2015.06 - 2017.08
- Entered data into system and updated customer contacts with information to keep records current.
- Safeguarded sensitive information by maintaining strict confidentiality protocols when handling personnel files or company documentation.
- Input data and processed system change to generate accurate reports.
- Created and updated records and files to maintain document compliance.
- Reduced errors in data entry tasks by maintaining accurate records and utilizing verification methods.
- Created welcoming environment for customer by greeting and assisting, as well as quickly responding to customer inquiries and needs.
- Arranged meetings and appointments and updated records to assist management.
- Supported human resources initiatives with new employee onboarding, benefits administration, and recordkeeping tasks.
- Managed daily mail distribution for both internal employees and external customers or clients.
Education
BA in Business Administration -
Liberty University
05.2011
Skills
- Account Management
- Documentation skills
- Complaint Handling
- Customer Focus
- CRM software proficiency
- MS Office
- Business Analysis and Reporting
- Scheduling and Coordinating
Timeline
Customer Service Coordinator
George Washington University Medical Center
2021.05 - 2024.04
Customer Support Specialist
Georgetown University, Lombardi Comprehensive Cancer Center
2017.08 - 2021.04
Administrative Clerk
American Pharmacist Association
2015.06 - 2017.08
BA in Business Administration -
Liberty University
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