Michael Sarfo
Rockville,CT
Summary
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Support Expert I
Teleperformance
11.2024 - Current
- Handle customer inquiries via phone, email, chat, or social media
- Provide solutions to customer questions and concerns
- Identify complex issues and escalate them to the appropriate department
- Record customer interactions and update relevant information
- Work with other team members to improve customer satisfaction
- Provide feedback on call issues
Customer Support Associate
Randstad Digital
06.2024 - 09.2024
- Company Overview: Trinity Health of New England
- Performing administrative tasks, such as answering customers’ calls, emails and chat to deliver toner and cartridges to various departments within the hospital
- Ensure accurate data entry into Excel spreadsheets, maintaining organization and accessibility
- Collect and record comprehensive asset data for equipment, maintaining clear communication with project lead, providing updates, and reporting any issues during implementation, while effectively collaborating with team members
- Trinity Health of New England
Electronic Health Records Specialist
Leidos
09.2022 - 05.2023
- Company Overview: Naval Health Clinic of New England
- Provided Navy Medicine customers with account creation, password resets, and troubleshooting issues related to the electronic health record system
- I answered basic questions, performed minor troubleshooting, and monitored Service Now Tickets
- I also helped customers with navigating software applications and resolving problems or escalating issues while following detailed procedures to process support requests accurately and in a timely manner
- Naval Health Clinic of New England
Security Professional
Allied Universal
04.2019 - 09.2022
- My responsibilities included safeguarding IBM campus with physical and digital assets by implementing security measures to protect sensitive information, infrastructure, and employees from potential threats like cyberattacks, theft, and unauthorized access
Patient Enrollment Associate
Classic Westchester
09.2019 - 12.2019
- Company Overview: Boston Children’s Health Physicians
- Responded to patient inquiries and managed appointment scheduling, including follow-ups, to enhance patient access to healthcare services
- Maintained and updated medical records and demographic data, ensuring accuracy and compliance with healthcare documentation standards
- Facilitated patient onboarding by assisting with enrollment in the patient portal and creating associated email accounts, thereby improving patient engagement and care coordination
- Boston Children’s Health Physicians
Administrative Associate
Doctors United Inc.
09.2017 - 01.2018
- Managed Testing and Diagnostic office operations, including supervising front desk personnel, verifying insurance details, and ensuring efficient patient scheduling and reactivation of inactive patients
- Enhanced billing accuracy by reviewing and correcting ICD-10 codes on encounter forms and facilitated revenue cycle management by processing data with PORTECK software
- Contributed to process improvement initiatives, including the development and evaluation of procedures to minimize billing denials and improve overall workflow efficiency
Education
Bachelor’s degree - healthcare management
Southern New Hampshire University
01.2017
Skills
- Customer service
- Microsoft Office
- Word
- Excel
- Outlook
- PowerPoint
- Electronic health records
- Data entry
- Call center operations
- Troubleshooting
- Team collaboration
- Healthcare compliance
- Account management
Certification
- CT, Property and Casualty Producer License
- CT, Health Insurance Producer License
References
References available upon request.
Timeline
Customer Support Expert I
Teleperformance
11.2024 - Current
Customer Support Associate
Randstad Digital
06.2024 - 09.2024
Electronic Health Records Specialist
Leidos
09.2022 - 05.2023
Patient Enrollment Associate
Classic Westchester
09.2019 - 12.2019
Security Professional
Allied Universal
04.2019 - 09.2022
Administrative Associate
Doctors United Inc.
09.2017 - 01.2018
Bachelor’s degree - healthcare management
Southern New Hampshire University
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