Marcia Larson
Cedar Rapids,IA
Summary
Seasoned professional with expansive experience from PCI Hematology and Oncology to Transamerica Financial and Centime's Ambetter Health Insurance.
Excelled in customer service. Showcasing exceptional communication skills and a knack for problem solving. High customer service scores. Demonstrating the ability to thieve under pressure and prioritize tasks efficiently.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Advocate
Centene/Ambetter Health Insurance
St Louis, MO
02.2024 - Current
- Maintained detailed records of customer interactions for future references and follow-up actions.
- Demonstrated strong communication skills while interacting with customers.
- Provide customer service and support by responding promptly to inquiries, resolving issues, and managing expectations.
- Assisted customers in navigating website features for successful completion of online transactions.
- Remained open to feedback by supervisors and peers to build and improve skill set.
- Greeted customers by name and displayed a respectful attitude, helping develop rapport with the customer base and build lasting relationships.
- Logged details of customer calls in computer systems, following correct protocols.
- Gave accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints.
Customer Service Representative
Transamerica Life Insurance Company
Cedar Rapids, IA
05.2024 - 07.2024
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed positive relationships with customers through friendly interactions.
- Knowledge of retirement and annuity products.
- Identify customer needs and provide personalized service to ensure a positive outcome.
- Locate customer information using multiple systems.
- Coordinate with different departments to obtain and provide necessary information.
- Handled escalation calls professionally by listening to the needs of each customer before offering appropriate solutions.
- Complied with corporate and regulatory policies regarding information, confidentiality, and privacy.
Certified Medical Assistant
PCI Hematology & Oncology
Cedar Rapidd, IA
01.2009 - 02.2018
- Assisted with scheduling patient appointments and follow-up visits.
- Administered injections under the direction of a physician or nurse practitioner.
- Secured patient information and maintained patient confidence by completing and safeguarding medical records.
- Documented notes during patient visits.
- Measured vital signs and took medical histories to prepare patients for examination.
- Responded to patient callbacks and phone-in prescription refill requests.
- Collected, labeled and stored laboratory specimens properly prior to testing.
- Prepared treatment rooms for patient examinations.
Education
Associate of Applied Science - Medical Assisting
Kirkwood Community College
Cedar Rapids, IA05-2009
Skills
Dependable with a positive attitude
Flexible able to work different shifts
Work well with customers and staff
Able to work in challenging
High customer satisfaction surveys
environments
Team player
Able to work independently
Task prioritization
Effective communication
Multitasking abilities
Time management
Calm and professional under pressure
Certification
Certified Medical Assistant May 2009
Timeline
Customer Service Representative
Transamerica Life Insurance Company
05.2024 - 07.2024
Customer Service Advocate
Centene/Ambetter Health Insurance
02.2024 - Current
Certified Medical Assistant
PCI Hematology & Oncology
01.2009 - 02.2018
Associate of Applied Science - Medical Assisting
Kirkwood Community College
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