Michelle DeFabrizio
Kingston
Summary
Dynamic Customer Service Manager at Price Chopper with a proven track record in reducing complaints and enhancing customer loyalty. Skilled in problem-solving and training, I foster teamwork while managing schedules for over 30 employees. Proficient in Microsoft Excel, I ensure accurate pricing and maintain cash office integrity, driving operational excellence.
Overview
17
17
years of professional experience
Work History
Customer Service Manager
Price Chopper
02.2022 - Current
- Resolve customer complaints while prioritizing customer satisfaction and loyalty.
- Take ownership of customer issues and followed problems through to resolution.
- Manage a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Assist with pricing questions, inventory availability and changes to existing order and shipping information.
- Create and maintain schedule for 30+ employees under my leadership and assist with weekly payroll
- As the CSM I am responsible for maintaining price accuracy throughout the store
- I am responsible to oversee that the cash office policies and procedures are being implemented daily
- Responsible for transmitting all cash that the store takes in daily
- Ov
Switchboard Operator
Columbia Memorial Health
04.2021 - 11.2022
- Connected callers with appropriate professional, department, or business.
- Streamlined administrative tasks such as message-taking and appointment scheduling for increased productivity across multiple departments.
- Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller''s needs.
- Delivered excellent customer service through active listening skills and empathetic problem-solving approaches with callers'' concerns or complaints.
Cook
Village Pizza
03.2018 - 04.2021
- Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
- Maintained a clean and sanitary workspace, ensuring compliance with health and safety regulations.
- Prepared meals efficiently under time constraints for timely service during peak hours.
- Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.
Medical Biller and Coder
Premier Cardilolgy
08.2016 - 01.2018
- Correctly coded and billed medical claims for various hospital and nursing facilities.
- Reduced claim denials through meticulous verification of patient eligibility and coverage benefits prior to claim submission.
- Worked closely with physicians to accurately assign ICD-10 diagnostic codes for optimal reimbursement rates from insurance companies.
- Processed insurance company denials by auditing patient files, researching procedures, and diagnostic codes to determine proper reimbursement.
- Played a pivotal role in maintaining positive cash flow within the organization by ensuring timely submission of clean claims and diligent follow-ups on outstanding payments.
Medical Billing Administrator
CFP Physicians Group
06.2008 - 11.2015
- Supported practice growth by assisting with the implementation of new billing software solutions that increased productivity levels.
- Promoted accuracy in coding practices, staying current on ICD-10 changes and industry updates related to medical billing requirements.
- Collaborated with healthcare providers to obtain necessary documentation for accurate billing of services rendered.
- Strengthened financial performance by analyzing trends in payer reimbursements and identifying opportunities for revenue enhancement.
- Provided exceptional customer service, addressing patient concerns promptly and professionally while maintaining a positive attitude.
- Maintained patient confidentiality, adhering to HIPAA regulations while managing sensitive medical information.
- Played an integral role in maintaining the financial health of the practice by consistently achieving high levels of claim accuracy and timely reimbursement from insurance payers.
Education
High School Diploma -
Westhampton Beach High Schoo;
Westhampton Beach, NY06-1987
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Time management
- Training and mentoring
- Decision-making
Timeline
Customer Service Manager
Price Chopper
02.2022 - Current
Switchboard Operator
Columbia Memorial Health
04.2021 - 11.2022
Cook
Village Pizza
03.2018 - 04.2021
Medical Biller and Coder
Premier Cardilolgy
08.2016 - 01.2018
Medical Billing Administrator
CFP Physicians Group
06.2008 - 11.2015
High School Diploma -
Westhampton Beach High Schoo;
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