Nancy Piper
Colorado Springs,CO
Summary
Proven to be efficient at multiple levels in customer service, time management, multitasking, problem-solving, and active listening allows for the nurturing of respectful relationships with both customers and co-workers alike. My keen eye for detail is useful when deciphering patient chart notes for medical coding and submitting prior authorization requests with various insurance companies.
Overview
40
40
years of professional experience
Work History
Customer Service Representative
Preferred Homecare
07.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Processed faxed orders, which included medical coding of patient's diagnosis from chart notes
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Signature Banking Representative
Pueblo Bank & Trust
07.2022 - 01.2023
- Assisted customers with account management, resulting in greater financial control and organization.
- Processed transactions accurately, maintaining strict adherence to established procedures and regulations.
- Assisted bank management in meeting regulatory compliance requirements through diligent record-keeping and documentation.
- Increased customer satisfaction by addressing and resolving banking-related inquiries in a timely manner.
- Built strong relationships with customers by providing exceptional service and tailored banking advice.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Maintained accurate records of customer transactions in line with bank procedures.
Shift Manager
KOA - Royal Gorge
03.2021 - 06.2022
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Kept employees operating productively and working on task to meet business and customer needs.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
- Exercised composure under pressure and in escalated customer service scenarios.
Assistant Customer Service Manager
Michaels Arts and Crafts
09.2017 - 10.2019
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration to the team.
- Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
- Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure.
- Collaborated with fellow managers to identify areas of improvement for overall customer service operations.
Education
Certification - Medical Billing And Coding
U.S. Career Institute
Fort Collins, CO10.2024
Associate of Arts - Management Information Systems
University of Phoenix
Phoenix, AZ06.2013
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Follow-up skills
- Prioritization
- Proofreading
- Medical terminology knowledge
- Insurance Verification
- Information Documentation
- CPT Coding
- Electronic Recordkeeping
- Computer Proficiency
- Insurance Information Collection
- ICD-10 (International Classification of Disease Systems)
- Data Entry
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Service Representative
Preferred Homecare
07.2023 - Current
Signature Banking Representative
Pueblo Bank & Trust
07.2022 - 01.2023
Shift Manager
KOA - Royal Gorge
03.2021 - 06.2022
Assistant Customer Service Manager
Michaels Arts and Crafts
09.2017 - 10.2019
Certification - Medical Billing And Coding
U.S. Career Institute
Associate of Arts - Management Information Systems
University of Phoenix
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