Lettitica Lee
Kalamazoo,MI
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Patient Service Representative
Ascension Borgess Hospital
01.2020 - 12.2023
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
Remote Customer Service Agent
PNC
07.2018 - 12.2020
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Streamlined communication processes for improved information exchange between customers and team members.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Collaborated with team members to develop innovative solutions for complex customer problems.
- Expedited resolution times by effectively prioritizing and managing multiple cases simultaneously.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Implemented new strategies to reduce average call handle time while maintaining excellent service quality.
Call Center Representative
Jackson Hewitt
02.2016 - 01.2018
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Identified opportunities for upselling products or services, resulting in increased revenue generation for the company.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Quality Control Inspector
Pactiv Evergreen
05.2013 - 03.2016
- Enhanced production efficiency by implementing standardized inspection processes and procedures.
- Ensured the accuracy of measurement tools and equipment by performing regular calibration checks and maintenance.
- Conducted comprehensive training sessions for new inspectors, enhancing their understanding of company quality standards and best practices.
- Improved product quality by conducting thorough inspections and identifying defects in a timely manner.
Education
Business Communications
Kalamazoo Valley Community College
Kalamazoo, MIBusiness Administration
Kalamazoo Central High School
Kalamazoo, MI06.1995
Skills
- Appointment Scheduling
- Eligibility Determination
- Document Filing
- Medical Terminology Knowledge
- Customer Service
- Patient Intake
- HIPAA Compliance
- Office Administration
- Data Entry Proficiency
- Time Management
- Attention to Detail
- Professionalism
Timeline
Patient Service Representative
Ascension Borgess Hospital
01.2020 - 12.2023
Remote Customer Service Agent
PNC
07.2018 - 12.2020
Call Center Representative
Jackson Hewitt
02.2016 - 01.2018
Quality Control Inspector
Pactiv Evergreen
05.2013 - 03.2016
Business Communications
Kalamazoo Valley Community College
Business Administration
Kalamazoo Central High School