Lisa Perez
Yucaipa,CA
Summary
Enthusiastic, detail-oriented professional with experience in handling calls with providers. Knowledgeable on dealing with HIPPA. Knowledgeable with Microsoft office. Frequently praised as hard-working by peers, I can be relied upon to help the team achieve its goals. Committed to streamlining processes to improve customer service efficiency and satisfaction. Proven ability to provide excellent customer service and resolve customer complaints in a timely manner. Possesses strong problem-solving skills and the ability to multitask in a fast-paced environment. High competence to work independently, and as a team member. Aiming to leverage my abilities to successfully fill the Provider Relations Coordinator role on your team.
Overview
9
9
years of professional experience
Work History
Call Center Team Lead
Maximus
02.2020 - Current
- Oversaw team of 8-20 agents focused on Medical calls.
- Trained staff on operating procedures and company services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
- Increased efficiency and team productivity by promoting operational best practices.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Sought ways to improve processes and services provided.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Responded to team support questions quickly to maintain call center efficiency.
- Minimized process lags through operations protocols and client account management training.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Implemented and developed customer service training processes.
House Manager- Private
Dr Karen Tong
01.2015 - 01.2020
- Managed day-to-day operation of home to comply with regulations and client standards.
- Inspected stock to identify shortages, replenish supply and maintain consistent inventory.
- Scheduled and coordinated staff meetings to discuss policies, procedures and goals.
- Trained and supervised staff on proper cleaning techniques, safety protocols and customer service to increase quality standards.
- Developed and implemented new housekeeping practices to increase productivity and cohesiveness.
- Formulated and oversaw housekeeping budget to manage expenditures and control expenses.
- Recruited, hired and trained housekeeping staff to maintain competent workforce.
- Established team priorities, maintained schedules and monitored performance.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Education
Medical Billing And Coding Certificate - Medical Billing And Coding
Kaplan University
Davenport, IA01.2017
Skills
- Microsoft Office
- Verbal and written communication
- Organized
- Time management
- Employee Development
- Customer Data Confidentiality
- Policy and Procedure Adherence
- Quality Control
- Collaborative Environments
- Team Meetings
- Job Assignments
- Workflow Processes
Languages
Spanish
Native or Bilingual
Timeline
Call Center Team Lead
Maximus
02.2020 - Current
House Manager- Private
Dr Karen Tong
01.2015 - 01.2020
Medical Billing And Coding Certificate - Medical Billing And Coding
Kaplan University
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