Lauren Tracy
Bella Vista,AR
Summary
Dedicated customer service representative with over fifteen years experience face-to-face, telephone, chat, and email customer service in healthcare, technology, and public utility industries. Experience with high volume customer interactions, service, B2B sales, billing, tech support and de-escalation techniques. Provides creative solutions and excellent customer service.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Versant Power
Bangor, ME
10.2019 - 11.2024
- Assisted commercial and residential customer with their accounts via phone and email
- Established new service requests for commercial and residential customers
- Quoted and collected deposits as needed
- Maintained a working knowledge of assistance programs available for low income customers
Case Manager
Wayfair
Bangor, ME
10.2016 - 10.2019
- Managed a weekly caseload of over 100 customers responding to inquaries via phone, email, and chat
- Ability to resolve issues to customer satisfaction while maintaining the company’s bottom line
- Closed sales and placed orders for B2B and B2C customers
- Utilized outside the box thinking to maintain customer satisfaction
Medical Records Specialist
Northern Light Cancer Care
Brewer, ME
04.2015 - 10.2016
- Adhered to HIPAA guidelines when handling protected health information.
- Collected, filed, scanned, and retrieved confidential patient information.
- Answered inquiries regarding the status of patient records or their availability.
Cardiac Monitor Technician/Unit Secretary
Northern Light Eastern Maine Medical Center
Bangor, ME
02.2012 - 04.2015
- Monitored patient cardiac rhythms using advanced telemetry equipment, ensuring prompt detection of abnormalities to enhance patient safety
- Coordinated patient admissions and discharges while managing medical records and facilitating communication between healthcare teams
- Assisted in the setup and maintenance of medical equipment, optimizing operational efficiency within the medical unit
Education
Accounting
Southern New Hampshire University
Hooksett, NHSkills
Active listening
Time management
Data entry
Problem-solving
Critical thinking
Call center experience
Adaptability and flexibility
Problem resolution
Timeline
Customer Service Representative
Versant Power
10.2019 - 11.2024
Case Manager
Wayfair
10.2016 - 10.2019
Medical Records Specialist
Northern Light Cancer Care
04.2015 - 10.2016
Cardiac Monitor Technician/Unit Secretary
Northern Light Eastern Maine Medical Center
02.2012 - 04.2015
Accounting
Southern New Hampshire University