Lanette Hansen
Clarkston,WA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the medical and banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Dedicated medical and banking professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
25
25
years of professional experience
Work History
Customer Service
Freedom NW Credit Union
Lewiston , ID
2021.09 - Current
- Examined, categorized and sorted incoming documents.
- Maintained physical and computer-based filing systems.
- Tracked incoming and outgoing files and materials and maintained accurate records for potential discrepancies.
- Upheld confidentiality of information to avoid potential data breaches and client lawsuits.
- Located missing file materials to help teams meet project deadlines and avoid lost man-hours.
- Adhered to company policies and government regulations regarding data oversight and confidentiality to promote overall information security.
- Responded to internal and external requests for information.
- Cleaned up files regularly by removing outdated information for archival or disposal.
- Improved physical and digital filing systems with enhancements to organizational strategies.
Customer Service Representative
Cambia Health Solutions
Lewiston , ID
1997.08 - 2021.08
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Answered average of 75 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
- Managed timely and effective replacement of damaged or missing products.
- Trained staff on operating procedures and company services.
- Cross-trained and provided back up for customer service managers.
- Sought ways to improve processes and services provided.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
- Scored in top 90%of employees for successful customer satisfaction and resolution.
Education
High School Diploma -
Pendleton High School
Pendleton, ORNo Degree - Medical Insurance Billing
Walla Walla Community College
Clarkston Wa Skills
- Flexible and Adaptable
- Flexible & Adaptable
- Collaboration
- Conflict Resolution
- Customer Service
- Self-motivated professional
- Microsoft Office
- Active Listening
- Decision Making
- Responsible
- Data Entry
- Teambuilding
Accomplishments
- Documented and resolved many customer issues which led to positive results. I have had many high customer satisfaction scores that were measured through our SQM surveys. I have also have a high accuracy level with our company called MTM scores which are audited each month. I have a very high score's of meeting our monthly call volumes with Cambia Health as well as all of our requirements to perform within the expectations of our company at the time I was employed.
Timeline
Customer Service
Freedom NW Credit Union
2021.09 - Current
Customer Service Representative
Cambia Health Solutions
1997.08 - 2021.08
High School Diploma -
Pendleton High School
No Degree - Medical Insurance Billing
Walla Walla Community College
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