Misty Rose
Clover,SC
Summary
Dynamic customer service professional with a proven track record at Rotech Oxygen & Medical Equipment and Joern's Healthcare excelling in effective problem resolution and cross-functional teamwork in Durable Medical Equipment. Recognized for meticulous attention to detail and strong spoken communication, consistently enhancing client satisfaction and retention through proactive engagement and strategic decision-making.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
21
21
years of professional experience
Work History
Front End Checkout
Walmart Cherryville NC Facility #4594
06.2025 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Trained new associates on store policies and sales techniques, ensuring consistent service standards.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
Customer Care Representative
Rotech Oxygen & Medical Equipment
03.2024 - 04.2025
- Provided exceptional customer service by addressing inquiries and resolving issues efficiently.
- Assisted customers with product selections, ensuring satisfaction through effective communication.
- Utilized CRM software to track customer interactions and maintain accurate records.
- Responded promptly to customer complaints, maintaining a positive company image.
- Educated customers on product features, contributing to informed purchasing decisions.
- Participated in training sessions to enhance skills and knowledge in customer care practices.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Logged call information and solutions provided into internal database.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Coordinated with internal departments to expedite claim processing and resolution.
- Increased client retention rates through empathetic listening, clear explanations, and timely issue resolution.
- Consistently maintained a low error rate, leading to fewer delays in claims processing and payouts.
- Supported team efficiency by assisting colleagues with complex cases or when workload demands were high.
- Set up customer payment plans to cover annual policies and renewals.
- Liaised with insurance carriers to resolve billing errors and discrepancies.
- Conducted equipment maintenance checks to ensure compliance with safety standards.
- Collaborated with healthcare providers to optimize patient care solutions using durable medical equipment.
- Following up with patients about the use of their durable medical equipment to make sure they were satisfied everyday.
Customer Service Representative
Joerns Healthcare LLC.
11.2017 - 04.2023
- Resolved customer inquiries promptly, enhancing overall satisfaction and loyalty.
- Collaborated with cross-functional teams to streamline service processes and improve response times.
- Trained new team members on customer service protocols, ensuring consistency in service delivery.
- Implemented feedback mechanisms to capture customer insights, driving continuous improvement initiatives.
- Trained new representatives on customer service protocols and system navigation.
- Monitored service quality to identify areas for process improvement and efficiency gains.
- Developed training materials for ongoing staff development and best practices in service delivery.
- Mentored junior team members, fostering a collaborative environment focused on high-quality care delivery.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Documented and detailed calls and complaints using call center's CRM database.
- Addressed customer account discrepancies and concerns.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Detailed payment options and explained price, receipt and billing details to customers.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Care Representative
PSNC Energy-SCE&G
08.2004 - 11.2015
- Provided accurate product information and troubleshooting assistance to ensure timely issue resolution.
- Cultivated strong relationships with clients through proactive outreach efforts, ultimately driving repeat business opportunities.
- Coordinated closely with other departments such as sales or billing teams to promptly address any interrelated concerns impacting overall client satisfaction levels.
- Boosted first-call resolution rates by conducting research on complex inquiries before escalating to higher-level support staff.
- Implemented feedback from quality assurance reviews to continually improve performance metrics.
- Created personalized solutions for customers by leveraging expert product knowledge and understanding their unique needs.
- Provided professional guidance to colleagues as a subject matter expert in key areas of customer care operations.
- Developed and maintained a deep understanding of evolving industry trends, ensuring the ability to provide informed recommendations and effectively address client inquiries.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Logged call information and solutions provided into internal database.
Education
High School Diploma -
Clover High School
Clover, SC06-1995
Skills
- Approachable demeanor
- Cross-functional teamwork
- Customer engagement
- Effective problem resolution
- Organizational time strategies
- Meticulous attention to detail
- Adaptable to change
- Maintains focus during challenging circumstances
- Attentive listening
- Strategic decision-making
- Strong spoken communication
- Time management
Languages
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Front End Checkout
Walmart Cherryville NC Facility #4594
06.2025 - Current
Customer Care Representative
Rotech Oxygen & Medical Equipment
03.2024 - 04.2025
Customer Service Representative
Joerns Healthcare LLC.
11.2017 - 04.2023
Customer Care Representative
PSNC Energy-SCE&G
08.2004 - 11.2015
High School Diploma -
Clover High School