Mandy Wilson
Butler,NJ
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Cigna Healthcare
10.2021 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times. 100+ calls per day.
- Knowledge of medical terminology
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Radiographer/Receptionist/Medical Assistant
Astra Healthcare
05.2018 - 10.2021
- Obtained client medical history, medication information, symptoms, and allergies.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
- Performed medical records management, including filing, organizing and scanning documents.
- Called and faxed pharmacies to submit prescriptions and refills.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Taught patients about medications, procedures, and care plan instructions.
- Verified patient insurance coverage and collected required co-payments.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Completed EKGs and other tests based on patient presentation in office.
Assistant Center Manager
Med-express
09.2017 - 05.2018
- Managed work and performance of more than 40 employees.
- Checked facility, employee work and service levels to maintain compliance with company and industry standards.
- Processed payroll for over 40 employees as part of sound human resources and financial management strategies.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Education
Associate of Applied Science - Radiology
Fairleigh Dickinson University
Teaneck, NJNo Degree - Radiology
Valley Hospital School of Radiology
Ridgewood, NJDiploma - Medical Assistant
Berdan Institute
Totowa, NJSkills
- Medical Terminology Knowledge
- Administrative Support
- Customer Service - Call center operations
- Managing Multiple Tasks - Computer Proficiency
- Problem-Solving Ability
- Research
Timeline
Customer Service Representative
Cigna Healthcare
10.2021 - Current
Radiographer/Receptionist/Medical Assistant
Astra Healthcare
05.2018 - 10.2021
Assistant Center Manager
Med-express
09.2017 - 05.2018
Associate of Applied Science - Radiology
Fairleigh Dickinson University
No Degree - Radiology
Valley Hospital School of Radiology
Diploma - Medical Assistant
Berdan Institute