LaShunda Cohen
Topeka,United States
Summary
Proven expert in enhancing customer satisfaction and resolving complex inquiries, demonstrated during tenure at Zinnia. Skilled in problem-solving and training, with a knack for multitasking and maintaining attention to detail. Achieved significant improvements in service levels and productivity, leveraging abilities in call center customer service and data entry.
Overview
17
17
years of professional experience
Work History
Contact Center Specialist II
Zinnia
07.2012 - Current
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Provide guidance, training and coaching to call center team members.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained staff on operating procedures and company services.
- Provide technical assistance to customers
Patient Account Representative
University of Kansas, St. Francis
09.2007 - 07.2012
- Worked with outside entities to resolve issues with billing, claims, and payments.
- Educated patients on financial policies, promoting understanding of their responsibilities within the healthcare system.
- Provided exceptional customer service, handling sensitive patient situations with professionalism and empathy.
- Maintained accurate records of all transactions, ensuring timely payments from patients and insurance providers.
Education
Associate of Science - Health Information Technology
Washburn University
Topeka, KSSkills
- Problem-solving skills
- Call Center Customer Service
- Inbound phone calls
- Data Entry
- Product Knowledge
- Training experience
- System Documentation
- Time Management
- Attention to Detail
- Multitasking
- Type 45 wpm
Timeline
Contact Center Specialist II
Zinnia
07.2012 - Current
Patient Account Representative
University of Kansas, St. Francis
09.2007 - 07.2012
Associate of Science - Health Information Technology
Washburn University
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