Megan Ross
Sun City,CA
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Motivated to maintain customer satisfaction, provide excellent care and contribute to company success. Specialize in quality, speed and process optimization.
Overview
14
14
years of professional experience
Work History
Customer Service Manager, Technician
East and West Animal Hospital
08.2021 - 01.2024
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Collaborated with underwriters to streamline the policy issuance process for improved efficiency.
- Liaised with insurance carriers to resolve billing errors and discrepancies.
- Prioritized time management operating multiple systems while communicating via telephone, text, email and in person inquiries.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Managed over 50 incoming calls, emails, faxes, and texts per day from customers. As well as insurance companies and other Hospitals.
Customer Service Department Manager/Surgical Coordinator
Pathway Vet Alliance/Pearson Animal Hospital
08.2012 - 04.2021
- Enhanced customer experience with proactive problem-solving techniques, leading to higher satisfaction scores.
- Successfully managed high-volume periods through careful planning and efficient resource allocation. Approximately 100+ inquiries daily.
- Served as a point of escalation for complex customer concerns requiring managerial intervention.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Organized and balanced multiple priorities within fast-paced environment.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained strict adherence to HIPAA regulations, protecting the privacy of patient information at all times.
Customer Service Representative
Veterinary Specialty And Emergency Hospital
06.2010 - 08.2012
- Effectively maintained calm demeanor under high stress situations
- Established precise communication between departments and retained cooperative relationships with all departments and clients
- Reduced Insurance claim processing time by collaborating closely with team members to ensure prompt communication between departments.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Articulated needs to appropriate departments as well as clients
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Associate of Science - Health Science
South University
Savannah, GA06.2013
Skills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused collaboration
- Audit Support
- Excellent time management skills
- Exceptional telephone etiquette
- Call Center Management
- Technical Support
- Documentation And Reporting
Certifications
- Veterinary Assistant Controlled Substance Permit (VASCP)
References
- Lauren Hinn, (805)490-0822, Professional, Hospital Manager East and West Animal Hospital
- Dr. Dorota Pearson, (760) 644-2562, Professional, Owner Pearson Animal Hospital
- Darcey Raus, (619) 878-4466, Personal/Professional, Previous client and friend
- Dr. Jarosław Wypart, (661) 364-6787, Professional, East and West Animal Hospital and 2 others
Timeline
Customer Service Manager, Technician
East and West Animal Hospital
08.2021 - 01.2024
Customer Service Department Manager/Surgical Coordinator
Pathway Vet Alliance/Pearson Animal Hospital
08.2012 - 04.2021
Customer Service Representative
Veterinary Specialty And Emergency Hospital
06.2010 - 08.2012
Associate of Science - Health Science
South University
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