Nadia Dye
Greenwood,IN
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experienced in managing inbound and outbound calls and handling emergency situations with class and tact. Proven ability to employ empathy, patience, professionalism and kindness so as to positively impact company success and drive customer loyalty. Highly versed in CRM use and navigation, HIPAA compliance, phone systems and operations, use of multiple screens, time management, call-control and de-escalation techniques. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Works well with others and for others.
Overview
2
2
years of professional experience
Work History
Remote Call Center Customer Service Representative
GA Foods
12.2021 - Current
- Exuded positivity and empathy as I daily assisted customers with postoperative meal set-up through insurance companies Cigna, Aetna and Anthem BCBS.
- Actively listened to patient concerns and needs, handled complaints quickly and de-escalated major issues by employing de-escalation techniques.
- Documented and detailed all patient calls and complaints using call center's CRM database.
- Consistently score at or above 90% for AHT, ACW, Call quality and other KPI metrics.
- Offer excellent support and tailored recommendations to address additional postoperative needs.
- Educated patients on additional postoperative services, form completion, and access to other covered services.
Education
High School Diploma -
Connections Academy
Indianapolis, IN06.2021
Skills
- Customer Service
- Remote Call Center Operations
- ERP
- Five9
- Microsoft office
- Independent decision-making skills
- CRM Navigation
- Telephone Etiquette
- Data Entry
- Interpersonal Skills
- HIPAA
- Medical Terminology Knowledge
Timeline
Remote Call Center Customer Service Representative
GA Foods
12.2021 - Current
High School Diploma -
Connections Academy
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