Matthew Candage
Hancock,ME
Summary
Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives.
Overview
20
20
years of professional experience
Work History
Customer Service Supervisor
Chenega
07.2024 - Current
- Supervised daily operations, ensuring exceptional customer service standards were consistently met.
- Trained and mentored staff on conflict resolution techniques to enhance customer satisfaction.
- Implemented process improvements that increased efficiency of service delivery workflows.
- Analyzed customer feedback to identify trends and recommend strategic enhancements to service protocols.
- Developed training materials for onboarding new employees, fostering a culture of continuous learning.
- Collaborated with management to establish key performance indicators for tracking service quality improvements.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Achieved significant improvement in team performance through targeted coaching and development plans.
- Monitored and analyzed call metrics to identify trends and areas for process enhancement.
- Completed bi-weekly payroll for 17 employees.
Patient Service Representative
Northern Light Maine Coast Hospital
01.2024 - 07.2024
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Assisted patients in filling out check-in and payment paperwork.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Built and maintained positive working relationships with patients and staff.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Supported new Patient Service Representatives'' orientation process by sharing expertise on office procedures.
- Investigated insurance claims denials and appeals.
Supervisor Of Customer Service
Verizon Wireless
08.2005 - 08.2023
- Prepared and presented monthly customer service performance reports to management
- Collaborated closely with Human Resources department during recruitment process for open positions within the team
- Developed comprehensive training plans for new employees based on individual skill level assessment
- Enforced compliance standards set by management when responding to customer inquiries
- Observed staff performance with ticket observations and call observations to identify training needs
- Performed quality assurance checks to monitor accuracy of customer records in the database
- Lead daily huddles with the team to discuss current projects, objectives, goals and challenges
- Assisted customers via phone calls, emails or online chats while delivering exceptional customer service
- Trained customer service representatives on customer service standards, policies, and procedures
- Trained new customer service staff on company policies, procedures, and software systems
- Analyzed customer feedback to identify areas of improvement and implemented necessary changes
- Utilized problem-solving skills to troubleshoot technical problems with customers quickly and effectively
- Developed new hires by coaching and evaluating employee performance
- Provided excellent customer service to clients, resolving their inquiries and complaints in a timely manner
- Increased accuracy and efficiency of customer service department by recommending vital changes
- Implemented and enforced corporate and departmental policies and service standards
- Administered training and development programs to increase overall job performance
- Conducted regular one-on-one meetings with team members to review progress and provide constructive feedback
- Maintained up-to-date knowledge of changes in products or services offered by the company
- Reviewed employee attendance records regularly to ensure adherence to company policies
- Established and implemented policies and procedures to improve the efficiency of office operations
- Resolved conflicts between employees in an efficient manner while maintaining a positive work environment for all individuals involved
- Interviewed potential candidates and provided thorough reviews to HR to aid in hiring decisions
- Resolved escalated customer issues with patience and understanding
- Strengthened and improved team KPIs with positive interaction and team-building exercises
- Implemented best practices for handling difficult conversations with customers while maintaining professionalism
- Trained employees in job-specific tasks and evaluated continuing education needs to improve team performance
- Collaborated with department leads and senior management to coordinate operations and drive improvements
- Instructed and guided representatives during weekly coaching sessions to mentor and provide resources to reach company goals
- Participated in ongoing training to enhance own job skills and knowledge
- Identified ways to improve efficiency in operations and implemented process changes
- Worked with coworkers to complete tasks
- Met deadlines while maintaining high-quality deliverables
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
- Committed to delivering excellent customer service while working in a fast-paced environment
- Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives
- Provided efficient and courteous service to customers at all times.
Education
High School Diploma -
George Stevens Academy
Blue Hill, ME06.1992
Skills
- Shrinkage Prevention
- Key Performance Indicators (KPIs)
- Training Programs
- Customer Service
- Call Monitoring
- Workforce Management
- Team Meetings
- Quality Assurance
- Customer Escalations
- New Hire Training
- Team Productivity
- Annual Performance Reviews
- Staff Training
- Supervising Employees
- Customer Service Management
- Evaluate Performance
- Administration and Operations
- Training
- HIPAA Compliance
- Insurance Verification
- Medical terminology knowledge
- Insurance verifying
- Patient confidentiality
- Team Leadership
Timeline
Customer Service Supervisor
Chenega
07.2024 - Current
Patient Service Representative
Northern Light Maine Coast Hospital
01.2024 - 07.2024
Supervisor Of Customer Service
Verizon Wireless
08.2005 - 08.2023
High School Diploma -
George Stevens Academy