Lashawna Miller
Columbus,OH
Summary
Experienced Customer Service Representative who's able to handle customers' calls effectively with minimum supervision. Excellent listening skills, verbal and written communications. Able to interact comfortably with all levels of staff, team members and the public. A Team player who enjoys learning the latest programs and processes. Familiar with Microsoft Word, Microsoft Excel, email programs, internet and various office equipment. Highly-developed communicator with outstanding skills in complex problem-solving and conflict resolution. Expertise in resource allocation and schedule management.
Overview
8
8
years of professional experience
Work History
Patient Registration Representative
Nationwide Children Hospital
04.2024 - Current
- Verified insurance coverage to confirm patient coverage for necessary medical services.
- Gathered demographic and insurance information to register patients for medical appointments.
- Imaged and scanned patient and registration documentation into electronic patient records.
- Demonstrated adaptability in handling high-volume periods while maintaining a calm demeanor, resulting in efficient service delivery during peak hours.
- Prepared patient charts before visits to facilitate easy access to relevant information for healthcare providers.
- Maintained patient confidentiality by adhering to HIPAA regulations and securing sensitive information.
- Secured patient privacy by learning and following HIPAA regulations to keep organization compliant with relevant laws.
- Streamlined patient registration process by implementing efficient data entry techniques and maintaining organized records.
- Provided counseling to help patients navigate financial assistance programs for uncovered bills.
- Improved patient experience by efficiently managing registration and admission processes.
- Reduced patient anxiety by creating welcoming and supportive registration environment.
- Maintained clean and organized workspaces to promote smooth operation and easy access to patient information.
ADMINISTRATIVE ASSISTANT
TARGET/RELOGISTICS
11.2022 - 12.2023
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Maintained inventory of office supplies and placed orders.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
CUSTOMER SERVICE REPRESENTATIVE
DR PEPPER SNAPPLE
01.2018 - 11.2022
- Accountable for the day-to-day execution of customer orders, track & trace, securing Proof of Delivery, coordination of customer returns as well as ensuring that the customer receives an accurate invoice
- Proactively seeking to minimize cost to serve by driving down costs in the supply chain through initiatives developed with customers & Logistics execution
- Provide analysis to take advantage of promotion, distribution, pricing and process opportunities
- Generate reports and regular review of account status and other duties as assigned by the Customer Service Manager
- Participate in testing of SAP enhancements in conjunction with Manager
- Developed relationships with clients for increased loyalty and repeat business.
- Boosted sales by consistently engaging with customers and addressing their needs effectively.
- Enhanced product knowledge by attending training sessions and staying current with industry trends.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Stayed current on company offerings and industry trends.
- Attended monthly sales meetings and quarterly sales trainings.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
CUSTOMER SERVICE SPECIALIST/Order Fulfillment Associate
AFFINION GROUP
10.2016 - 01.2018
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Maintained cleanliness of the warehouse area by sweeping, dusting, organizing, and tidying shelves.
- Assisted customers with account maintenance such as resetting passwords and updating contact information.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Processed returns, refunds, exchanges according to company policies and procedures.
- Packed items according to customer's specifications and requirements.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Education
High School Diploma -
Focus Learning Academy Of Southwest Columbus
Columbus, OH06-2013
Skills
- Coordination
- Customer Service
- Data Collection
- Document Management
- Excel Spreadsheets
- Critical Thinking
- Recruiting
- Customer Complaint Resolution
- Check Processing
- Guest Services
- Payment Collection
- Merchandise Restocking
- Order Coordination
- Cash Handling
- Customer Inquiries
- Task Prioritization
- Time Management Abilities
- Written Communication
- Problem-Solving Aptitude
- Data Entry
- Computer Skills
- Goal-Oriented
- CRM Software
- Call Handling
- Appointment Scheduling
- Email and Telephone Etiquette
- Product and Service Knowledge
- Scheduling
- Payment collection
- Insurance verification
- Patient confidentiality
- Patient relations
- HIPAA compliance
- Customer service
- Critical thinking
- Medical report preparation
- Multitasking
- Problem-solving abilities
- Relationship building
- Electronic health records
- Patient registration
Languages
English
Full Professional
English
Full Professional
Timeline
Patient Registration Representative
Nationwide Children Hospital
04.2024 - Current
ADMINISTRATIVE ASSISTANT
TARGET/RELOGISTICS
11.2022 - 12.2023
CUSTOMER SERVICE REPRESENTATIVE
DR PEPPER SNAPPLE
01.2018 - 11.2022
CUSTOMER SERVICE SPECIALIST/Order Fulfillment Associate
AFFINION GROUP
10.2016 - 01.2018
High School Diploma -
Focus Learning Academy Of Southwest Columbus
Education and Training
other
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