LISA DAVIES
ZIONSVILLE,PA
Summary
I am an ambitious, hard-working individual with the ability to multi-task. I have over twenty-five years experience in customer service and have conducted numerous in-services on a variety of customer service and health-related topics.
Customer service professional with extensive experience managing support teams and improving operational efficiency. Recognized for promoting team collaboration and achieving results. Consistently adaptable to changing needs and skilled in conflict resolution and staff training.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Grand View Medical Company
01.2005 - Current
- Responsible for supervising and training Customer Service Representatives, reviewing customer’s orders to ensure billing accuracy, correcting electronic claim rejections, and conducting in-services on medical equipment and accurate billing for rendering services
- Coordinated company’s transition to new, web-based operating system
- Acted as interim materials management coordinator until a full-time candidate was identified
- Acting manager in the absence of General Manager
Customer Service Lead
Moyer Packing Company
01.2004 - 01.2005
- Oversee a Customer Service Department of 8, ensuring good customer service & accurate billing for rendering services
Rehab Customer Service Supervisor
Young’s Medical Equipment
01.2001 - 01.2004
- Responsible for timely, accurate processing and completion of orders for customized rehab equipment
- Supervise and provide guidance for customer service reps in rehab equipment and repair departments
Rehab Sales Support
Young’s Medical Equipment
01.1999 - 01.2001
- Verify insurance coverage for patients needing specialized equipment
- Interface with case managers to negotiate pricing on customized medical equipment
- Coordinate deliveries of completed wheelchairs and other specialized equipment
- Schedule repairs of equipment in the absence of the repair CSR
- Fit patients for various braces and stockings
- Conduct in-services for new employees within the corporation
CSR Team Leader/Trainer
Young’s Medical Equipment
01.1998 - 01.1999
- Coordinate training of new CSR’s; conduct ongoing in-services for existing CSR’s and drivers on various medical equipment and paperwork procedures
- Check invoices for billing accuracy
- Fit patients for various braces and stockings
CSR Supervisor
Young’s Medical Equipment
01.1993 - 01.1998
- Responsible for staffing and training of Customer Service Department, handling difficult customers and accounts, serving as liaison between management and Customer Service
- Conducted quarterly coaching sessions and annual performance appraisals for CSR’s
Customer Service Rep
Young’s Medical Equipment
01.1990 - 01.1993
- Processed customer orders and verified insurance/negotiated pricing, conducted weekly product in-services for Customer Service Department
- Participated in Corporate Customer Service Committee, which implemented competency testing for CSR’s and drivers
- Fit patients for various braces and stockings
Education
Bachelor of Science - Community Health Education
Temple University
01.1989
Skills
- Public Relations and Coaching Skills
- Public Speaking Skills
- Needs Assessment
- Program Planning
- Program Implementation and Evaluation
- Microsoft Word
- Excel
- Power Point Skills
Certification
- Registered Orthotic Fitter, Board of Orthotist Certification, 01/01/91
- Basic First Aid Certification, American Red Cross, 01/01/03
- Heart saver CPR Certification, American Heart Association, 01/01/03
Timeline
Customer Service Supervisor
Grand View Medical Company
01.2005 - Current
Customer Service Lead
Moyer Packing Company
01.2004 - 01.2005
Rehab Customer Service Supervisor
Young’s Medical Equipment
01.2001 - 01.2004
Rehab Sales Support
Young’s Medical Equipment
01.1999 - 01.2001
CSR Team Leader/Trainer
Young’s Medical Equipment
01.1998 - 01.1999
CSR Supervisor
Young’s Medical Equipment
01.1993 - 01.1998
Customer Service Rep
Young’s Medical Equipment
01.1990 - 01.1993
Bachelor of Science - Community Health Education
Temple University
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