Mallory Hornak
Milwaukee,WI
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Patient Service Representative
Advocate Aurora Healthcare
08.2022 - Current
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Entered patient demographic and insurance data into electronic medical record system.
- Managed patient registration process, confirming data accuracy and completeness.
- Built and maintained positive working relationships with patients and staff.
- Used Epic to schedule appointments.
- Answered incoming calls, scheduled appointments and filed medical records.
- Responded to inquiries by directing calls to appropriate personnel.
- Filed and maintained patient records in accordance with HIPAA regulations.
Patient Service Coordinator
MyEyeDr.
01.2021 - 08.2022
- Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
- Respected patients by recognizing rights and maintaining confidentiality.
- Verified patient's insurance eligibility and benefits coverage.
- Scheduled appointments to enter appointment date and time into computerized scheduler.
- Collected forms, insurance card and co-pay to facilitate registration process and prepare patient for appointment.
- Communicated with primary care offices and insurance companies to obtain authorization.
- Collected patient co-pay and issued receipt to confirm payment.
- Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process.
- Verified patient availability during appointment scheduling process to reduce reschedules and cancellations.
- Contacted insurance company to verify patient coverage before visit.
- Collected time of service payments and issued receipts.
- Telephoned and interviewed patients and family members to obtain pre-registration information and confirm appointments.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
Customer Service Representative
Men's Hairhouse
09.2021 - 12.2021
- Answered incoming telephone calls and scheduled appointments for clients.
- Monitored inventory and availability of supplies, tools and products to minimize delays.
- Managed complex appointment schedule for high-volume client base.
- Counted and documented opening and closing cash amounts daily.
- Kept shop neat, professional and welcoming to guests of different backgrounds.
Style Consultant
Target
05.2019 - 09.2019
- Greeted all clients with warm smile and asked open-ended questions to better understand his or her needs.
- Maintained inventory by assisting co-workers with stocking shelves, pricing items and placing products on display.
- Brainstormed and implemented new floor designs, merchandise displays and sales advertisements.
- Helped clients create new outfits with existing clothing and accessories.
- Proposed accessories to complete outfits and complement clothing choices.
- Accepted and processed customer payments.
- Selected clothes that flattered individual body types and capitalized on current trends.
- Merchandised store inventory in seasonal and brand displays.
- Performed various sales transactions, checked on invoices, prepared special orders, and delivered correct merchandise.
Key Holder
Torrid
10.2018 - 04.2019
- Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
- Trained and supervised new employees to apply best practices in customer service and store operations.
- Streamlined opening and closing procedures as integral member of store staff.
- Managed store personnel by delegating tasks and supervising daily operations.
- Scheduled employees, prepared bank deposits and drafted sales reports to keep daily processes running smoothly.
- Managed customer needs and delegated tasks to employees for optimal coverage.
- Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
- Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
- Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
- Developed and maintained strong relationships with customers and vendors to establish rapport and build trust.
- Prepared and submitted reports to keep management informed of sales activities and progress.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Mentored new sales associates to contribute to store's positive culture.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
Sales Associate
Torrid
06.2018 - 10.2018
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
- Engaged with customers to build rapport and loyalty.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Generated new sales leads to achieve and exceed monthly sales goals.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Managed efficient cash register operations.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
Dress Specialist
David's Bridal
02.2018 - 05.2018
- Followed departmental policies and procedures for safety and sanitation.
- Offered professional, friendly and engaging service.
- Maintained well-stocked and tidy spa facilities and locker areas.
- Pressed and folded items upon arrival in store to increase visual appeal.
- Offered personalized customer service to all customers to support satisfaction and loyalty.
- Developed promotional strategies to increase store sales and meet monthly sales targets.
- Cleaned, closed, and secured store at end of shift.
- Dressed and accessorized mannequins to highlight featured clothing and accessories.
- Greeted customers, identified needs and provided product advice.
- Assisted customers with selecting clothing items and accessories based on individual needs.
- Used point-of-sale systems to process payments and check inventory levels.
- Developed loyal customer base by providing excellent customer service.
- Maintained organized store environment to foster pleasant shopping experiences.
- Restocked shelves and organized displays in alignment with merchandising standards.
- Encouraged customers to find accessories and other upsell items to complete ensembles.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
Operations Associate
At Home
08.2016 - 10.2017
- Collaborated with other departments to establish smooth implementation of operational processes and procedures.
- Followed shipping and receiving procedures for goods and materials.
- Communicated with internal personnel to provide status updates for both shipping and receiving dates.
- Developed and implemented strategies to maximize productivity and streamline operations.
- Conducted regular inventory audits to prevent stock shortages and losses.
- Operated pallet jack to move unloaded goods to correct locations in warehouse.
- Collaborated with peers and other business areas to leverage best practices.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Sales Associate
Michaels Arts And Crafts
02.2016 - 10.2016
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Engaged with customers to effectively build rapport and lasting relationships.
Education
High School Diploma -
Greendale High School
Greendale, WI06.2014
Skills
- Patient Greeting
- Insurance Verifying
- Appointment Scheduling
- Scheduling Appointments
- Directing Callers
- Money Handling
- Customer Service
- Cash Register Operation
- Teamwork
- Retail Sales
Timeline
Patient Service Representative
Advocate Aurora Healthcare
08.2022 - Current
Customer Service Representative
Men's Hairhouse
09.2021 - 12.2021
Patient Service Coordinator
MyEyeDr.
01.2021 - 08.2022
Style Consultant
Target
05.2019 - 09.2019
Key Holder
Torrid
10.2018 - 04.2019
Sales Associate
Torrid
06.2018 - 10.2018
Dress Specialist
David's Bridal
02.2018 - 05.2018
Operations Associate
At Home
08.2016 - 10.2017
Sales Associate
Michaels Arts And Crafts
02.2016 - 10.2016
High School Diploma -
Greendale High School
Similar Profiles
Kimberly LaLondKimberly LaLond
Registered Nurse at Advocate Aurora HealthcareRegistered Nurse at Advocate Aurora Healthcare
James TerryJames Terry
Field Director of Security and Public Safety at Advocate Aurora HealthcareField Director of Security and Public Safety at Advocate Aurora Healthcare
Raquel MyersRaquel Myers
Medical Assistant at Advocate Aurora HealthcareMedical Assistant at Advocate Aurora Healthcare
Jessica KellerJessica Keller
Certified Surgical Technologist at Advocate Aurora HealthcareCertified Surgical Technologist at Advocate Aurora Healthcare
Misty MckayMisty Mckay
Customer Service Representative at CLEAResultCustomer Service Representative at CLEAResult