Lekeisha Carson
Locust Grove,GA
Summary
Experienced Call Center Representative with a proven track record of delivering exceptional customer service. Demonstrates ability to handle complex customer queries and provide effective solutions with professionalism. Proficient in utilizing advanced telephony systems and maintaining detailed records through CRM software and data management tools. Committed to enhancing customer satisfaction and streamlining communication processes through strong analytical skills and technical knowledge in network troubleshooting. Polished communication skills combined with excellent organizational abilities enable effective handling of customer objections. Self-motivated team player dedicated to achieving company goals and contributing to the success of the call center team.
Overview
17
17
years of professional experience
Work History
Telehealth
United Healthcare Group
Atlanta, GA
10.2023 - Current
- Participated in quality improvement initiatives related to telehealth nursing practice, enhancing service delivery and patient experience.
- Provided emotional support to patients during difficult times, promoting trust between nurse and patient through compassionate virtual interactions.
- Assisted in the development of telehealth protocols and procedures, contributing to the overall success of the program.
- Prioritized patient safety through diligent monitoring of vital signs while discussing any concerning changes or trends with appropriate healthcare providers promptly.
- Promoted continuity of care by maintaining accurate documentation and sharing relevant information with multidisciplinary team members.
- Maintained strict confidentiality standards while handling sensitive medical information in accordance with HIPAA regulations during remote consultations.
- Conducted remote patient education sessions on topics such as disease management, nutrition, and self-monitoring techniques for improved health outcomes.
- Collaborated with physicians to develop individualized care plans tailored to patients'' unique needs and preferences.
- Reduced hospital readmissions by closely monitoring patients'' health conditions and coordinating care with healthcare providers.
- Utilized critical thinking skills when assessing patient needs, swiftly identifying potential concerns and implementing appropriate interventions remotely.
- Counseled patients via telephone according to established guidelines and protocols, advising on provider-established plans of care.
- Scheduled appointments for patients not requiring emergency services but needing examination from provider and consulting directly with provider.
- Verified, updated and communicated patient history prior to clinic appointments and procedures with providers.
- Equipped patients with tools and knowledge needed for speedy and sustained recovery.
- Promoted patient and family comfort during challenging recoveries to enhance healing and eliminate non-compliance problems.
- Conveyed treatment options, diagnosis information and home care techniques to patients and caregivers to continue care consistency.
Production Worker
Randstad
McDonough, GA
08.2020 - 12.2022
- Operate EPJ and Forklift
- Utilized RF scanner to read waves and build pallet to be shipped
- Completed before and after shift equipment readiness paperwork
- Operated center merge and maintained flow
- Effectively communicate with purchasing personnel and vendors regarding stock availability
- Received and maintained count of stock items, and record manually or electronically
- Mark stock items using identification tags, stamps, electric marking tools, or other labeling equipment
- Determined proper storage methods, identification, and stock location for items received.
- Maintained a well-organized office space within the warehouse, ensuring easy access to necessary documents and supplies for increased productivity.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
HR Recruiter
Home Depot
Lake Park, GA
05.2018 - 12.2022
- Maintained human resources information system and kept employee files up to date and accurate.
- Conducted new employee onboarding and provided ongoing orientation training.
- Completed background and reference checks to facilitate hiring and onboarding of employees.
- Reviewed human resources paperwork for accuracy and completeness.
- Coordinated onboarding processes, providing new hires with a smooth transition into the company culture.
- Handled employee inquiries and complaints regarding policy and benefits issues.
- Assisted with recruitment process by posting job ads, filtering applications, scheduling interviews, assisting in interview process and drafting offer letters.
- Supported managers in addressing employee concerns, fostering positive workplace relationships.
- Complied with labor laws and regulations while managing payroll functions efficiently.
- Facilitated open communication channels between employees and management, resolving conflicts swiftly when needed.
- Improved employee retention with targeted professional development opportunities.
- Consistently lifted materials weighing as much as Number pounds.
- Reduced order processing times with streamlined picking, packing, and shipping procedures.
- Contributed to achieving team goals with consistent punctuality, reliability, and adherence to established performance standards.
- Operated various types of warehouse machinery safely, adhering to all relevant guidelines and protocols.
- Ensured accurate order fulfillment by diligently cross-checking pick lists against packed items for consistency.
- Supported customer satisfaction efforts through prompt resolution of delivery issues.
- Increased customer satisfaction by ensuring accurate and timely dispatch of orders.
Call Center Representative
EleadOne
Valdosta, GA
02.2011 - 09.2018
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Identified upselling opportunities to increase revenue generation.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Coordinated appointments for multiple departments, ensuring optimal use of resources and time management.
- Managed high call volume while maintaining professionalism and accuracy in appointment bookings.
- Called and rescheduled appointments for clients.
Medical Office Receptionist
Dr. Suzanne Stelmach
Jacksonville, NC
03.2008 - 12.2010
- Improved patient satisfaction by efficiently managing front desk operations and addressing inquiries professionally.
- Increased office productivity by multitasking efficiently during peak hours, handling multiple responsibilities simultaneously.
- Handled sensitive situations compassionately when dealing with distressed patients or families during difficult times.
- Collaborated with medical staff to ensure seamless communication and coordination of patient care.
- Contributed to a welcoming atmosphere by greeting patients warmly upon arrival and assisting them throughout their visit.
- Reviewed and sent medical records to other physicians upon request.
- Managed high call volumes, directing calls to appropriate departments while providing accurate information to callers.
- Assisted in billing processes, ensuring accurate records and timely payments from insurance companies and patients.
- Pulled charts and prepared for nurse and doctor assessment.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Supported administrative tasks such as filing, data entry, and document preparation for medical professionals.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and protecting privacy rights.
- Aided with prescription refill requests.
- Kept patients' appointments on schedule by informing provider of patient's arrival and any delays.
- Received, recorded and filed medical payments by check, cash, and credit card.
- Maintained clean reception area, creating a comfortable environment for patients and visitors alike.
- Supported office staff and operational requirements with administrative tasks.
- Helped patients complete necessary medical forms and documentation.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Education
M.S.N - Nursing
Emory Healthcare
Atlanta, GASkills
- HIPAA Compliance
- Clinical assessment
- Medical terminology knowledge
- Healthcare Software Proficiency
- Telephonic triage
- Remote patient monitoring
- Patient Communication
- Appointment Scheduling
- Patient Interviews
- Lab Results Reporting
- Problem-Solving
- Attention to Detail
- Problem-solving abilities
- Time Management
- Multitasking
- Compassionate and Caring
- Reliability
- Excellent Communication
- Critical Thinking
- Organizational Skills
- Team Collaboration
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Patient and family advocacy
- Monitoring Vital Signs
- Blood Draw and Sample Collection
- Microsoft Office
- Team building
- Safety Protocols
- Self Motivation
- Interpersonal Skills
- Accurate Documentation
- Goal Setting
- Professionalism
- Interpersonal Communication
- Training staff
- First Aid
- Intake and discharge
- Medical Recordkeeping
- Customer Service
- Data Entry
- Call center experience
- Computer Proficiency
- Microsoft Excel
- Payment Processing
- Professional telephone demeanor
- Microsoft Outlook
- Follow-up skills
- Paperwork Processing
- Microsoft PowerPoint
- Customer Relationship Management (CRM)
- De-Escalation Techniques
- Filing
- Multi-line phone talent
Additionalinformation - Certificationsandlicenses
- Forklift Certification
- Driver's License
Skillshistory
- Help Desk, Experienced
- Forklift, Expert
- EMR systems, Experienced
- Microsoft Windows Server, Experienced
- Troubleshooting, Expert
- Typing, Expert
- Front desk, Expert
- Clerical experience, Experienced
- Medical terminology, Expert
- QuickBooks, Experienced
- Office management, Experienced
- Windows, Skillful
- CRM software, Experienced
- Interviewing, Expert
- Kronos, Experienced
- Human resources, Experienced
- Recruiting, Experienced
- Citrix, Skillful
- Computer skills, Experienced
- Analysis skills, Skillful
- Data collection, Skillful
Personal Information
Title: Call Center Representative
Timeline
Telehealth
United Healthcare Group
10.2023 - Current
Production Worker
Randstad
08.2020 - 12.2022
HR Recruiter
Home Depot
05.2018 - 12.2022
Call Center Representative
EleadOne
02.2011 - 09.2018
Medical Office Receptionist
Dr. Suzanne Stelmach
03.2008 - 12.2010
M.S.N - Nursing
Emory Healthcare