Summary
Overview
Work History
Education
Skills
Timeline
Generic

LYDIA MCKENCIE

North Little Rock,AR

Summary

Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service.

Overview

3
3
years of professional experience

Work History

Special Services Representative

Verida Inc
01.2023 - Current
  • Handled customer issues with confidence, using complex problem solving to provide effective resolution.
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Followed up with customers to offer additional support and check resolution satisfaction.
  • Positively engaged with customers and maintained professional appearance as company representative.
  • Documented problems and corrective actions to maintain records.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Checked patient insurance, demographic, and health history to keep information current.
  • Transcribed phone messages and relayed to appropriate personnel.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
  • Answered phone calls and messages for Verida, NEMT, scheduling appointments, and handling patient inquiries.

Lead Dispatcher

Bennett Bros Courier Service
11.2020 - 12.2022
  • Recorded and secured archives of customer requests, services performed and other dispatch information to maintain accurate records and appropriate filing systems.
  • Analyzed customer feedback and provided solutions to improve customer service.
  • Tracked delivery progress to identify possible delays and provide real-time updates to customers.
  • Evaluated and adjusted over 40 routes based on daily needs, available workers, traffic hazards, and weather conditions.
  • Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
  • Tracked and reviewed charts, graphs, schedules and other statistics to to maximize on-time performance, minimize customer wait times and service disruptions.
  • Closely monitored dispatch board to triage and prioritize over 150 daily calls.

Education

coursework in Drama, Theatre History and Stage Managing. -

High School Diploma - undefined

Parkview HighSchool
Little Rock, AR
05.2019

Skills

  • Customer Support
  • Problem Resolution
  • Staff Training
  • Data Recovery
  • Call Control
  • Providing Feedback
  • Attention to Detail
  • Call Center Operations
  • Operational Efficiency
  • Company Standards
  • Team Collaboration
  • Client Rapport-Building
  • Multitasking and Organization

Timeline

Special Services Representative

Verida Inc
01.2023 - Current

Lead Dispatcher

Bennett Bros Courier Service
11.2020 - 12.2022

coursework in Drama, Theatre History and Stage Managing. -

High School Diploma - undefined

Parkview HighSchool

Similar Profiles

CREATE PROFILE
LYDIA MCKENCIE