Leah Pringle
Aurora,IL
Summary
Dedicated and customer-centric professional with 6 years of experience in online customer service seeking to leverage expertise in customer care support and relationship building to effectively address customer concerns and promote client satisfaction.
Overview
10
10
years of professional experience
Work History
Quality Analyst
Maximus
Aurora, IL
12.2022 - 02.2024
- Conducted comprehensive reviews of veteran medical records to ensure accuracy, completeness, and compliance with regulatory requirements.
- Analyzed medical documentation to identify discrepancies, errors, or inconsistencies in patient records, diagnoses, treatments, and procedures.
- Collaborated with healthcare providers and medical staff to clarify documentation, resolve discrepancies, and ensure the integrity of patient information.
- Utilized knowledge of medical coding standards (ICD-10, CPT, HCPCS) to verify coding accuracy and consistency with documented diagnoses and procedures.
- Performed audits and quality checks on medical records to assess compliance with organizational policies, procedures, and industry standards.
- Provided feedback and recommendations to healthcare providers and medical staff to improve documentation practices and ensure adherence to best practices.
- Assisted in the development and implementation of quality improvement initiatives to enhance the accuracy and completeness of medical records.
- Maintained thorough and accurate documentation of review findings, audit results, and quality improvement efforts.
- Participated in training sessions and educational programs to stay updated on regulatory
changes, industry trends, and best practices in medical record documentation and quality assurance. Teams, providing valuable feedback to enhance product functionality and usability.
Customer Service Representative
The Reed Group
Aurora, IL
09.2016 - 12.2022
- Managed incoming customer live chats to address website navigation issues, service questions, and general client concerns promptly and effectively.
- Evaluated customer interactions and escalated issues to the Online Chat Manager when necessary, ensuring timely resolution.
- Developed and nurtured relationships with new customers to better understand and fulfill their needs, resulting in improved customer satisfaction and retention.
- Responded to customer inquiries, requests, and problems accurately, concisely, and appropriately, consistently meeting established standards of performance.
- Promoted interest in client products and services while projecting a positive and professional image in all customer interactions.
- Provided administrative support to the customer service team, assisting with overflow work
Customer Service Representative
Apple
Aurora, IL
02.2014 - 08.2016
- Handled inbound customer calls and emails, resolving issues and providing information on products and services.
- Assisted customers with account management, order processing, and troubleshooting technical issues.
- Maintained detailed records of customer interactions and inquiries to facilitate follow-up and resolution.
Education
MBA -
Colorado Technical University
Colorado Springs, CO07-2024
Bachelor of Science - Criminal Justice
Colorado Technical University
Colorado Springs, CO02-2020
Skills
- Proficient in managing live chat interactions to address website navigation issues, service
inquiries, and general client concerns - Excellent communication skills with the ability to respond accurately, concisely, and
appropriately to customer questions and problems - Strong ability to create and nurture relationships with new customers to understand and fulfill
their needs effectively
- Demonstrated track record of consistently achieving established standards of performance in a
remote customer service environment - Proven capability in promoting client products and services while maintaining a positive and
- professional image
Experience in providing administrative support to customer service teams and assisting with
overflow work as needed
Timeline
Quality Analyst
Maximus
12.2022 - 02.2024
Customer Service Representative
The Reed Group
09.2016 - 12.2022
Customer Service Representative
Apple
02.2014 - 08.2016
MBA -
Colorado Technical University
Bachelor of Science - Criminal Justice
Colorado Technical University