Martha Nelson
Tucson,AZ
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Aspen Dental
Tucson, AZ
11.2021 - 01.2026
- Patient demographics
- Insurance verification
- Handling high volume inbound and outbound calls.
- Rescheduling appointments.
- Patient communication
- Update, patient electronic health records
- Patient communication, answering patients questions, addressing any concerns and providing information about office services.
- Following HIPAA protocols to maintain patient confidentiality.
- Screening calls for offices and taking messages for providers.
- Sending emails to offices.
- Managed appointment scheduling, optimizing daily operations and patient flow.
- Provided product information, ensuring customers understood treatment options thoroughly.
- Assisted in training new team members on customer service protocols and systems.
- Addressed billing discrepancies promptly, maintaining accurate account records.
- Mentored junior representatives, fostering a collaborative team environment focused on excellence.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Event Manager
Brunswick Zone XL
Gilbert, AZ
07.2008 - 07.2015
- Scheduled/ Planned Events for: Banquets, Corporate Meetings, Company Events and Private Parties
- Managed Set Up Process and Ensured Guest Satisfaction
- Employee Supervisor
- Trained Employees to Perform Critical Tasks in Multiple Departments
- Implemented feedback mechanisms to improve service delivery and operational processes.
- Led initiatives to streamline communication between departments, enhancing teamwork and efficiency.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Owner
Color Your Day Balloon Bouquets
Gilbert, AZ
07.2004 - 09.2009
- Owned and Operated Home Based Business
- Full Service Balloon Orders for Private/Business Parties and Events
- Personally Designed and Delivered Balloon Arrangements; Ensured Customer Satisfaction
- Developed unique balloon bouquet designs to enhance customer satisfaction and engagement.
- Managed inventory levels, ensuring timely replenishment of supplies for optimal operations.
- Streamlined order processing procedures, increasing efficiency in service delivery.
- Oversaw financial management activities, including budgeting and expense tracking for profitability analysis.
- Managed day-to-day business operations.
Seasonal Customer Service
Michaels Arts and Crafts
Gilbert, AZ
09.2008 - 02.2009
- Organized and Created Merchandise Displays
- Customer Service; Assisted Customers with Project Ideas
- Opened and Closed Store/Set up and Break down
Education
Medical Assistant - undefined
Brookline College
Tempe, AZ06.2016
Externship - undefined
Cedars Heart Clinic
Casa Grande, AZ06.2016
Psychology
Ashford University
Phoenix, AZ02.2015
Skills
- Patient Care Technician
- Insurance Verification/Demographic Update
- Rooming/ Discharging Patients
- Height and Weight Measurements
- Answer Phones/Filing/Emails
- Extensive Customer Service Experience
- Patient Charting/Scheduling
- Exceptional Organizational Abilities
- Procedure Set-Up/ Assisting
- Strong Time-Management Skills
- Excellent Interpersonal Skills
- OSHA/HIPPA Certified
- Assist with Stress Testing
- Specimen Collection
- Front/Back Office Duties
- EKG’s/Vital Signs
- Pharmacology
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Product knowledge
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Administrative support
- Microsoft PowerPoint
- Prioritization
- De-escalation techniques
- Technical support
- Clerical support
- Live chat support
- Product sales
- Multi-line phone talent
- Coordination
- Sales expertise
- Assertiveness
- Recordkeeping strengths
- Account updating
- Research
- Reading comprehension
- Service upselling
- Proofreading
- Retail store support
- Product promotion
Timeline
Customer Service Representative
Aspen Dental
11.2021 - 01.2026
Seasonal Customer Service
Michaels Arts and Crafts
09.2008 - 02.2009
Event Manager
Brunswick Zone XL
07.2008 - 07.2015
Owner
Color Your Day Balloon Bouquets
07.2004 - 09.2009
Medical Assistant - undefined
Brookline College
Externship - undefined
Cedars Heart Clinic
Psychology
Ashford University