Lauren Curtiss
Forney,Tx
Summary
Personable and empathetic, equipped with strong communication and problem-solving abilities. With proven track record in delivering exceptional customer service, I'm capable of making positive impact by delivering attentive customer service and ensuring patient satisfaction. Contributing to high patient satisfaction. Displayed strong communication and problem-solving skills, ensuring seamless patient experiences and operational efficiency.
Overview
10
10
years of professional experience
Work History
Medicare Sales Support (AEP Contract)
EHealth Insurance
10.2024 - 12.2024
- Utilized data-driven insights to refine sales approach, targeting key demographics with tailored messaging that resonated with potential clients.
- Assisted 30 or more clients with the beginning of enrollment forms, ensuring accuracy and compliance with regulatory requirements.
- Maintained detailed records of client communications, sales activities, and progress toward goals for regular reporting to management.
- Maintained up-to-date knowledge of industry trends, legislation, and competitor offerings to provide accurate information to clients and maintain a competitive edge in the market.
- Streamlined application processes for potential clients, resulting in improved client acquisition rates.
- Analyzed customer needs to provide customized insurance solutions.
Resident Care Aide
Mercer Place
09.2019 - 08.2020
- Dressed, groomed and fed patients with limited physical abilities to support basic needs.
- Followed and enforced COVID protocols hourly.
- Helped transition patient between bed, wheelchair and automobile to provide safe mobility support.
- Organized and administered medications on schedules to alleviate symptoms and improve quality of life.
- Organized games and other activities to engage clients and offer mental stimulation.
- Recorded patient conditions and vital signs before and after medical operations.
- Assisted at minimum 15 residents with bathing, dressing, grooming, toileting and eating activities.
- Documented changes in patients' psychosocial and physical conditions and communicated to care team.
- Performed or assisted with ADLs using care plans and flow sheets as guide for personal hygiene, dressing, oral hygiene, nail care, toileting and other services.
- Reported on patient activities to charge person at end of shift to maintain continuity of care.
- Observed residents' overall health conditions and communicated changes to assisted living manager.
- Delivered caring companionship to elderly and developmentally disabled patients.
Dispatcher Office Assistant
Jaguar Logistics
05.2018 - 12.2018
- Dispatched assignments to medical couriers and updated client profile with new or delayed information and ETAs.
- Tracked changes in computer system to keep records current and accurate managing up to 25 different accounts.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Kept detailed and updated records of calls in physical and electronic databases.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
- Answered customer requests with information about product availability, shipping information and status updates.
- Monitored changes in delivery schedule and communicated changes to customers.
- Worked closely with transportation supervisor to dispatch and assign loads.
- Recorded complaints and discussed possible solutions with customers to prevent negative word of mouth.
- Investigated and resolved customer and vendor issues to retain business.
Sales and Customer Support Specialist
American Defense Systems
12.2017 - 06.2018
- Created and updated scripts for all new and training employees.
- Managed at least 120 calls consisting of leads, follow ups and sales.
- Supported sales team members to drive growth and development.
- Coached, developed and motivated team to achieve revenue goals.
- Data entry of customers, new home information, services needed and security packages
- Implemented creative sales and marketing strategies to assist sales team with reaching targets.
- Supervised and trained 12 employees on successful selling techniques.
- Built sales forecasts and schedules to reflect desired productivity targets.
- Coordinated Daily Field Reports (DFRs) and distributed to clients.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
Quality Control Inspection Supervisor (contract)
General Motors, GM
05.2016 - 09.2016
- Quality inspection of 20 or more vehicles off the line submit daily reports of all inspected for pass of fail.
- Assessed materials, parts and products for conformance with quality control requirements and production specifications.
- Trained newly hired employees by explaining company procedures, job duties and performance expectations.
- Adhered to safety protocols to minimize equipment damage and avoid injuries.
- Wrote detailed reports outlining performance, quality and defect rates.
- Inspected and repaired products to meet project expectations.
- Conferred with scientific, engineering and technical personnel to resolve design, research and testing problems.
- Identified production concerns and worked with supervisors to understand and remedy situations.
Client Relations Specialist
Thunder And Lightning
05.2015 - 12.2015
- Assisted Sr Project manager with daily meetings, estimates, billing, documentation of ongoing restoration jobs.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Answered inbound calls, chats and emails to facilitate customer service.
- Expressed appreciation for patronage, inviting and encouraging customer return visits.
- Capitalized on opportunities to enhance customer experiences and bring in repeat business.
- Referred customers to business partners based on individual preferences and demographics.
- Worked with external representatives to address customer needs.
- Established new and maintained long standing contracts with hospitals and personnel
Receptionist
Sport Clips
08.2014 - 04.2015
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
- Welcomed 60 or more patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Maintained front office cleanliness and organized supplies to increase productivity.
- Trained new employees on system, procedures and phones.
- Confirmed appointments, communicated with clients, and updated client records.
Education
High School Diploma -
El Camino High School
Oceanside, CA06.2012
Skills
- Patient Management
- Written communication
- Direct Patient Care
- Computer skills
- People skills
- Training & development
- Money handling abilities
- Medical terminology knowledge
- Administrative support
- Enrollment processing
- Lead conversion
- Professionalism
Accomplishments
While working my contract at eHealth I was recognized and given a shout out to whole company on their podcast. From my supervisor, General Manager and Sales Manager. For my call work, rapport building and interpersonal skills with every customer who i spoke with. My supervisor noticed my efforts and when the opportunity presented itself he made them aware of my efforts and calls. Which they all felt the same. Which was amazing considering all the other employees they just brought on also.
Timeline
Medicare Sales Support (AEP Contract)
EHealth Insurance
10.2024 - 12.2024
Resident Care Aide
Mercer Place
09.2019 - 08.2020
Dispatcher Office Assistant
Jaguar Logistics
05.2018 - 12.2018
Sales and Customer Support Specialist
American Defense Systems
12.2017 - 06.2018
Quality Control Inspection Supervisor (contract)
General Motors, GM
05.2016 - 09.2016
Client Relations Specialist
Thunder And Lightning
05.2015 - 12.2015
Receptionist
Sport Clips
08.2014 - 04.2015
High School Diploma -
El Camino High School
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