Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lakesha Dixon

Temple Hills,US

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.

Passionate about promoting lasting customer satisfaction by delivering top-notch service and unparalleled support. Proficient in customer service best practices and related options. Effectively drives revenue with skilled promotional and problem-solving abilities.

Grasps company initiatives quickly achieving store and personal goals. Swiftly adapts to shifting seasonal needs, demands and priorities. Communicates trends and recommendations to customers, and provides feedback to management. Applies effective teamwork, customer and sales skills simultaneously.

Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.

Skilled in building bridges and cementing connections with business accounts to serve needs, strengthen loyalty and drive competitive growth. Successful at achieving sales objectives with consistency. Service-driven team player with record of providing high-quality support.

Proactive working at home with expertise delivering support services and resolving customer complaints. Trained in support software and deescalation techniques. Demonstrated competencies in operating multi-line phone systems, taking orders and updating documentation.

Motivated Customer Service Representative with over 5 years of retail experience in fast-paced, team-based environments. Driven and proven successful at achieving established targets and team goals. Personable and professional communicator with fluency in English.

Friendly Customer service skills with over 10 years of dedicated customer service experience. Dedicated to exceeding service goals through effective communication skills and abilities.

A Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate systems. Effective at operating within regulations and department guidelines to manage telephone calls, emails, letters and in-person requests for assistance.

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

8
8
years of professional experience

Work History

Remote Medical Scheduler

Bassett Healthcare
08.2021 - Current
  • Answered phone calls and messages for physicians medical facility, scheduling appointments, and handling patient inquiries.
  • Managed daily scheduling, tasking and administration.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Addressed customer account discrepancies and concerns.
  • Responded to customer requests for products, services, and company information.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Make decision based on policies and past precedents, seeking guidance when necessary
  • Process, via computer, all customers requests
  • Spot opportunities to provide solutions
  • Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
  • Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
  • Enhanced patient satisfaction by efficiently scheduling appointments with appropriate healthcare professionals.
  • Followed up with patients to reschedule missed appointments.
  • Collaborated with clinical staff to ensure appropriate allocation of time for various types of appointments and procedures.
  • Facilitated smooth transition to telehealth services for patients, ensuring continuous care during challenging times.
  • Coordinated with insurance companies to verify coverage and obtain necessary authorizations for medical procedures.
  • Utilize multiple (sometimes complex) systems, programs, and monitors in order to research information
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment.

Remote Customer Support

Iqor
04.2018 - 10.2020
  • Provided primary customer support to internal and external customers.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Responded to customer requests for products, services and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Collaborated and maintained communications with sales representatives on customer-related issues.

Remote Customer Service Representative

J.F. Shea
07.2016 - 03.2018
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Answered constant flow of customer calls with minimal wait times.
  • Recommended products to customers, thoroughly explaining details.
  • Provided information regarding charge accounts and loyalty programs.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Education

No Degree - Certified Nursing Assistant

Fort Washington Healthcare
Fort Washington, MD
11.2023

High School Diploma -

Spingarn Stay Senior High
Washington, DC
07.1996

Skills

  • Inbound and Outbound Calling
  • Proficiency in digital communication platforms and your adaptability to changing work environments
  • Complaint resolution
  • Creative problem solving
  • Ability to work independently
  • Professional telephone demeanor
  • Technical Support
  • Administrative support
  • Receiving support
  • Multi-line phone talent
  • Adaptability
  • Focus
  • Great motivation
  • Leadership
  • Critical thinking
  • Order Fulfillment
  • Customer Service
  • Active Listening
  • Data Entry
  • Problem-solving abilities
  • Excellent verbal communication skills
  • Strong written communication skills
  • Exceptional customer service skills
  • Proficient problem-solving abilities
  • Advanced troubleshooting skills
  • Accurate data entry
  • Knowledgeable in customer service protocols
  • Excellent organizational skills
  • Able to think proactively
  • Excellent time management skills
  • Ability to work independently
  • Exceptional computer skills
  • Attention to detail
  • Familiarity with company products
  • Ability to work well under pressure
  • Positive and empathetic attitude
  • Live chat support
  • Conflict Resolution
  • Appointment Scheduling
  • Coordinating
  • Prioritization
  • Proofreading
  • HIPAA Compliance
  • Patient confidentiality
  • Patient Scheduling
  • Insurance Verification
  • Appointment Coordination
  • Insurance Authorizations
  • Computer Proficiency
  • Medical Terminology

Timeline

Remote Medical Scheduler

Bassett Healthcare
08.2021 - Current

Remote Customer Support

Iqor
04.2018 - 10.2020

Remote Customer Service Representative

J.F. Shea
07.2016 - 03.2018

No Degree - Certified Nursing Assistant

Fort Washington Healthcare

High School Diploma -

Spingarn Stay Senior High
Lakesha Dixon