La-Kendra Gray
Tampa,FL
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
Work History
Customer Service Representative /Dispatcher
Agero
06.2020 - Current
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Secretary
Tampa General Hospital
06.2015 - 01.2019
- Answered multi-line phone system and enthusiastically greeted callers.
- Scheduled appointments and conducted follow-up calls to clients.
- Maintained daily report documents, memos and invoices.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Maintained patient confidentiality in line with HIPAA regulations.
- Organized paperwork such as charts and reports for office and patient needs.
- Maintained rapport with physicians, nurse,s and other healthcare personnel.
- Supported office staff and operational requirements with administrative tasks.
- Processed lab paperwork and requests according to physicians' orders.
- Transcribed doctors' medication orders, lab test requests, and care plans.
- Scheduled appointments and maintained department master calendar to facilitate efficient patient flow.
- Performed various administrative tasks by filing, copying and faxing documents.
Education
High School Diploma -
Blake High School
Tampa, FL05.2007
Skills
- Call Management
- Complaint Resolution
- Information Security
- Paperwork Processing
- Product Knowledge
- Data Entry
- Data Collection
- Scheduling
- Account Updating
- Promotional Support
- Conflict Mediation
- Critical Thinking
- Prioritization
- Microsoft Excel
- CRM Software
- Order Fulfillment
- Office Equipment Proficiency
- Customer Service
- Microsoft PowerPoint
- Call Center Operations
- Filing
- Microsoft Outlook
- Spreadsheets
- Medical Terminology Knowledge
Timeline
Customer Service Representative /Dispatcher
Agero
06.2020 - Current
Secretary
Tampa General Hospital
06.2015 - 01.2019
High School Diploma -
Blake High School
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