London Simmons
Rochester,NY
Summary
Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.
Overview
6
6
years of professional experience
Work History
Account Expert
T-Mobile
Rochester, NY
10.2024 - Current
- Managed client accounts, ensuring adherence to service agreements and timely resolutions of issues.
- Developed strong relationships with key stakeholders, enhancing customer satisfaction and retention rates.
- Analyzed account data to identify trends, driving targeted initiatives for improved service delivery.
- Led cross-functional teams in project execution, ensuring alignment with organizational goals and client expectations.
- Sharpened skills by obtaining required continuing education credits and attending training to keep updated on legislative and industry changes.
- Initiate company’s new plans such as T-life for easier access to upgrades and more effective information.
Medical Call Center Representative
Rochester regional health
Rochester, NY
03.2024 - Current
- Answered incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding.
- Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers.
- Proficiently handled high call volumes while maintaining quality service standards.
- Built trust with customers through personalized conversations.
- HIPPA trained
- Used database system to record notes and call information.
- Listened to feedback from call manager and implemented changes in future calls.
- Enroll and activate patient portal accounts, answer questions and/or resolve any user issues.
- Provide effective and timely resolution of various customer inquiries and concerns.
- Assisted patients with scheduling appointments and provided them with necessary information on services offered at the medical center.
Outpatient Access Specialist
University Of Rochester
Rochester, NY
07.2022 - 03.2024
- Delivered clerical support by handling range of routine and special requirements
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks
- Consulted with supervisors to assess cases and plan strategies for enhancing care
Food Safety Assistant
Wegmans
Rochester, NY
11.2020 - 07.2022
- Documented residents' mental status, sleep, and eating patterns in medical record books
- Assisted disabled clients to support independence and well-being
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients
- Provided safe mobility support to help patients move around personal and public spaces
- Worked closely with management to provide effective assistance for specific aspects of business operations.
Catering Assistant
Wegmans
Rochester, NY
12.2019 - 11.2020
- Assisted manager in all aspects of business operations
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel
- Collected and input timesheet data into automated accounting system and processed labor corrections
- Trained and supervised employees on office policies and procedures
- Inspected facilities for adherence to fire, hazard, and safety guidelines.
Customer Service Team Member
Wegmans
Rochester, NY
05.2019 - 12.2019
- Exhibited high energy and professionalism when dealing with customers and team members
- Promoted a superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Implemented feedback mechanisms, resulting in increased customer engagement and loyalty.
- Demonstrated exceptional problem-solving abilities to quickly and effectively resolve account-related issues, leading to increased client satisfaction levels.
- Collect past due balances and set up payment arrangements.
- Give customers the best experience over the phone through care to ensure customer is satisfied within the company
- Initiate upgrades and educate customers on new technologies T-mobile has introduced such as T-life.
Education
Associate of Arts - Liberal Arts And General Studies
Monroe Community College
Rochester, NYHigh School Diploma - undefined
Eastridge High School
Rochester, NY06.2021
Skills
- Basic computer skills
- Billing and Financial Management
- HIPAA Compliance
- Pre-Admission Requests
- Registration Management
- Training Coordination
- Call center experience
- Data Verification
- Patient accounting
- Call Center Customer Service
- Data Entry
- Customer Service
- Appointment Scheduling
- Insurance Verification
- Sales expertise
- Scheduling Diagnostic Procedures
- Referral Coordination
- Payment Processing
- Technical Support
- Medical terminology proficiency
- Inbound phone calls
- Training experience
Timeline
Account Expert
T-Mobile
10.2024 - Current
Medical Call Center Representative
Rochester regional health
03.2024 - Current
Outpatient Access Specialist
University Of Rochester
07.2022 - 03.2024
Food Safety Assistant
Wegmans
11.2020 - 07.2022
Catering Assistant
Wegmans
12.2019 - 11.2020
Customer Service Team Member
Wegmans
05.2019 - 12.2019
Associate of Arts - Liberal Arts And General Studies
Monroe Community College
High School Diploma - undefined
Eastridge High School