Marcie Black
North Las Vegas,NV
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
2025
2025
years of professional experience
Work History
Customer Service Representative
Desert Radiology
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Schedule radiological exams and tests
- Obtain authorizations
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Customer Service Representative
CVScaremark
10.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Central Scheduler
UHS
01.2021 - Current
- Checked physician orders and schedule availability to make accurate appointments for tests and surgical procedures.
- Communicated with patients to resolve inquiries, schedule appointments and address billing questions.
- Set and managed patient appointment schedules using [Software].
- Verify benefits and eligibility
- Obtain authorizations for scheduled surgeries
- Effectively communicate with hospitals and physician offices
- Evaluated medical insurance details and informed patients of uncovered fees.
- Processed payments and updated accounts to reflect balance changes.
- Updated patient information in databases and adhered to confidentiality requirements.
Front Desk Receptionist
Ear, Nose & Throat Specialists of Nevada
09.2018 - 06.2021
- Handled payment processing and provided customers with receipts and proper bills and change.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Greeted visitors to provide information and direct to appropriate personnel.
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
- Scheduled appointments and maintained and updated appointment calendars.
Education
High School Diploma -
Mojave High School
North Las Vegas, NV06.2000
Skills
- Supply Ordering
- Medical Recordkeeping
- Organization and Time Management
- Appointment Scheduling
- Verbal and Written Communication
- Customer Service
- Administrative Support
- Detail-Oriented
- Documentation Review
- HIPAA Compliance
- Outpatient Procedures
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Computer Proficiency
- Payment Processing
Timeline
Customer Service Representative
CVScaremark
10.2023 - Current
Central Scheduler
UHS
01.2021 - Current
Front Desk Receptionist
Ear, Nose & Throat Specialists of Nevada
09.2018 - 06.2021
Customer Service Representative
Desert Radiology
High School Diploma -
Mojave High School
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