Marquesa Cole
609 Cascade Rd, Cincinnati,United States
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
24
24
years of professional experience
Work History
Customer Service Representative
Cincinnati Children's Hospital
Cincinnati, OH
09.2009 - Current
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered 20+ inbound calls per day and direct to designated individuals or departments.
- Set up and activate customer accounts.
Health Unit Coordinator
Cincinnati Children's Hospital
Cincinnati, OH
02.1999 - 09.2009
- Conducted in-person greeting, welcome and orientation for newly admitted and transferred patients.
- Transcribed physician orders accurately and alerted nurses to new orders, single orders and stat medications.
- Assisted with processing patient admissions, transfers and discharges.
- Responded to patient call lights to expedite appropriate follow-through.
- Assembled and maintained patient medical records and other documents related to patient care.
- Provided concierge service to assist patients and families and direct them to available resources.
- Implemented new hire, training to further develop skills and initiate discussions on task prioritization.
- Demonstrated ability to lead and motivate outstanding healthcare teams.
- Manage over 25 customer calls per day and direct calls to appropriate staff, make daily patient, physician and other phone calls.
Education
Bachelor of Science - Business Administration And Management
University of Cincinnati
Cincinnati, OH12.2019
Associate of Science - Multi-Competency Health Technology
Cincinnati State Technical And Community College
Cincinnati, OH06.2002
Skills
- Strong verbal and social skills to facilitate working respectfully with patients, physicians, co-worker in person or by telephone
- Analytical skills required to make decisions based on facility and clinical situation at hand
- Experience developing training and development progress
- Computer and windows software application proficient
- Ability to work autonomously with independent judgment, as well as in collaborative team environment
- Excellent customer service skills
Affiliations
Member, Ambassadors at Cincinnati Children's Hospital
Lean Collaboration Project (Cancer Blood Disease Institute)
Timeline
Customer Service Representative
Cincinnati Children's Hospital
09.2009 - Current
Health Unit Coordinator
Cincinnati Children's Hospital
02.1999 - 09.2009
Bachelor of Science - Business Administration And Management
University of Cincinnati
Associate of Science - Multi-Competency Health Technology
Cincinnati State Technical And Community College
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