Summary
Overview
Work History
Education
Skills
Timeline
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Megan Thomas

Orlando,FL

Summary

Highly motivated and hard worker with over 7 years of experience in the Customer Service industry. Self-starter, exhibiting high work ethic, dedication, integrity and competence. Personable team player, equally able to lead or follow instructions, driven to meet challenges and exceed customer and employer expectations. Strives to make each interaction a memorable one. Authorized to work in the US for any employer Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

8
8
years of professional experience

Work History

Customer Service Rep/Team Lead

Wheelzy
11.2020 - Current
  • Supervised large team of 110+ employees with guidance, support and direction for high-quality customer care.
  • Sought ways to improve processes and services provided.
  • Assessed customer service data to identify and address improvement opportunities.
  • Discover training needs and provide coaching.
  • Implemented and developed customer service training processes.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.
  • Listen to team members’ feedback and resolve any issues or conflicts
  • Communicate and coordinate with other departments to ensure daily business needs are being met
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism

Call Center Representative

24-7 Intouch
10.2018 - 08.2019
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Responded to minimum of 100 customer calls and emails to answer questions about products and services.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Educated customers on company systems, form completion, and access to services.

Receptionist

Orthopedic Associates of SWFL
06.2015 - 10.2018
  • Maintained confidentiality of information regarding clients and company.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Operated multi-line telephone system to answer and direct high volume of at least 100 calls daily.
  • Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments for 3 different physicians.
  • Collected co-payments, processed transactions and updated relevant records.
  • Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
  • Obtained payments from patients and scanned identification and insurance cards.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Helped patients complete necessary medical forms and documentation.
  • Assisted with medical coding and billing tasks.
  • Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
  • Completed patient referrals to other medical specialists.
  • Coordinated referrals through insurance and other medical specialists and documented details in patient charts.

Education

Certificate - Medical Coding And Billing

DeVry University
Downers Grove, IL
01.2024

Diploma - undefined

Riverdale High School
2015

Skills

  • Appointment Booking
  • Professional Telephone Etiquette
  • Upbeat and Positive Personality
  • Multi-Line Telephone Systems
  • Digital File Transmission
  • Organization and Efficiency
  • Greet Visitors
  • Microsoft Office
  • Patient Reception
  • Performance Evaluations
  • CRM Software
  • Calm Under Pressure

Timeline

Customer Service Rep/Team Lead

Wheelzy
11.2020 - Current

Call Center Representative

24-7 Intouch
10.2018 - 08.2019

Receptionist

Orthopedic Associates of SWFL
06.2015 - 10.2018

Certificate - Medical Coding And Billing

DeVry University

Diploma - undefined

Riverdale High School

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Megan Thomas