Leah Burnett
Aurora,CO
Summary
Knowledgeable and dedicated Customer Service professional with 10+ years of experience, passionate about promoting lasting customer satisfaction. Adept at leveraging strong communication skills and technical proficiency to provide exceptional support. Seeking to contribute to your organization's success as a Customer Care Specialist.
Overview
11
11
years of professional experience
Work History
Patient Intake Coordinator
Fresenius Medical Care North America
07.2017 - 11.2023
- Managed a high volume caseload of 80-130 referrals, ensuring timely placements at dialysis clinics and serving as primary liaison for referral sources, clinics, and patients.
- Contributed to improved efficiency by managing a high volume of incoming calls and emails related to appointments, referrals, and general inquiries from patients or their representatives.
- Resolved issues through active listening and effective communication, escalating major problems to supervisor.
- Improved patient satisfaction by efficiently managing intake processes and addressing concerns promptly.
- Maintained detailed records of patient encounters, ensuring accurate statistics for analysis and reporting purposes.
- Collaborated effectively with team members, providing valuable feedback during weekly meetings.
- Maintained high productivity and quality in a remote work setting and fast-paced environment.
- Managed referrals via ERMs such as Allscripts and CarePort, and CRMs such as Salesforce, adapting to new software and processes regularly.
- Maintained high average of performance evaluations.
Assistant Manager
BC Surf & Sport
02.2013 - 12.2016
- Oversaw the management of the company's social media platforms, curating and publishing engaging content, including product promotions and updates.
- Offered personalized assistance to customers by assessing their needs and making tailored recommendations, while also managing inventory counts to ensure accurate stock levels and anticipate future requirements.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Processed purchase orders, return authorizations, and store transfers, and online orders.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Education
BBA - Management
Colorado Mesa University
12.2016
Skills
- Customer Service
- Typing (80 WPM)
- Tech-savvy
- Adaptability and Flexibility
- Analytical Skills
- Written Communication
- Problem-Solving
- Data Entry
- Time Management
- CRM Software
- Google Docs
- Proficient in navigating mobile phones and applications
Timeline
Patient Intake Coordinator
Fresenius Medical Care North America
07.2017 - 11.2023
Assistant Manager
BC Surf & Sport
02.2013 - 12.2016
BBA - Management
Colorado Mesa University
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