Marajah N. Lippens
Rochester,NY
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the healthcare industry and call center environment. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, understanding customer desires and providing customized solutions.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
University of Rochester
05.2016 - 01.2023
- Answered 100+ inbound calls daily and directed to designated individuals or departments.
- Increased work flow efficiency by implementing protocols to improve productivity stats
- Provided accurate information to all parties, including customers, insurance providers and office personnel by using effective written and communication skills.
- Consulted with customers regarding insurance issues and report feedback to office personnel and management team.
- Documented conversations with customers and patients to track requests, problems and solutions.
- De-escalated problematic concerns, maintaining a calm, friendly demeanor.
- Resolved customers issues
- Clarified customer inquiries and questions to update account information
- Followed all HIPAA, Medicare, Medicaid, and private insurance regulations and requirements.
Customer Service Specialist
American Red Cross
09.2013 - 05.2016
- Managed 55+ inbound/outbound calls daily
- Provided customer service to clients. Proactively communicate with hospital customers to increase customer satisfaction. Maintain positive and professional communications, both internally as well as externally to provide regular product/service information and follow-up; promote teamwork.
- Completed customer concerns documentation accurately and timely, then forwarded to appropriate individual(s) to follow-up/review. Followed appropriate procedures ensuring accurate order entry and order fulfillment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled customer inquiries and suggestions courteously and professionally.
Education
High School Diploma -
Charlotte High School
Rochester, NY06.2011
Skills
- Healthcare Experience
- Call Center Experience
- Exceptional Customer Service
- Excellent Telephone Etiquette
- Strong attention to detail
- Strong typing and computer navigation skills
- Problem Solving Abilities
- Effective verbal and listening communication skills
- Windows PC applications
- HIPAA Trained
Timeline
Customer Service Representative
University of Rochester
05.2016 - 01.2023
Customer Service Specialist
American Red Cross
09.2013 - 05.2016
High School Diploma -
Charlotte High School
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