Natalie Smith
QTC Management
San Antonio,TX
1
Certification
9
years of professional experience
Detail-oriented Customer Care Representative dedicated to thoroughly and accurately resolving customer concerns with forward-thinking and knowledgeable solutions. Skilled in mentoring new employees on processes and policies in support of team and business objectives. Successful at processing high-volume calls in fast-paced environments while maintaining detailed records and satisfying customers with successful resolutions. Experienced in maintaining privacy of confidential and sensitive information.
Work History
Customer Care Representative
4 Years 9 Months- Team Lead of 14 agents assisting with support requests and quality control
- Lead multiple projects to ensure appointments are ready for the providers
- Assist providers and provider support with multiple requests to resolve issues
- Work closely with other departments to clarify information or resolve problems
- Assist senior management with process improvement
- Deliverer fast, friendly and knowledgeable service for routine questions and service complaints.
- Promptly respond to customer inquiries and resolved complaints to promote loyalty.
- De-escalate customer issues with proven conflict mediation and problem-solving abilities.
- Document customer correspondence in CRM to track requests, problems and solutions.
- Research resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Keep customer and system account information accurate and current to support timely resolutions for concerns.
- Supervise and motivated customer service teams to maximize business performance.
- Diminish process lags and trained new hires on customer service protocols and best practices.
- Surpass quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
- Ranked in top level for customer satisfaction among team members.
- Ask probing questions to determine service needs and accurately input information into electronic systems.
- Consult with customers to resolve service and billing issues.
- Navigate through computer systems to review information and respond appropriately to callers.
- Answer, screened and processed high volume of calls daily with call management system and web-based communications.
- Update customer accounts, addresses and contact information within call management databases.
Personal Caregiver
11 Months- Made beds, swept floors and sanitized surfaces to support activities of daily living.
- Maintained daily living standards by assisting clients with personal hygiene needs.
- Provided ongoing compassionate patient care for each client.
- Improved patient outlook and daily living through compassionate care.
- Provided patients with transportation to and from doctor appointments.
- Tracked and reported clients' progress based on observations and conversations.
- Supervised medication administration, personal hygiene and other activities of daily living.
- Assisted with meal planning to meet nutritional plans.
- Followed care plan and directions to administer medications.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Engaged with patients and families to provide emotional support and daily living instruction.
- Monitored vital signs and medication use, documenting variances and concerning responses.
- Transported patients to medical, dental and personal care appointments.
- Planned and prepared nutritious meals and snacks to meet diabetic, low sodium and high protein diets.
- Recorded patient temperature, pulse and blood pressure to monitor health and well-being.
- Helped patients during ROM exercises to maintain musculoskeletal functions and increase strength.
- Met with various caregivers to promote continuous professional development and implement quality treatment strategies.
Direct Care Worker
11 Months- Report significant information and changes in patient condition to nurse supervisor.
- Helped clients manage money, pay bills and shop for groceries or personal items.
- Assisted patients with self-administered medications through hand over hand.
- Kept close eye on client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
- Provided safe mobility support to help patients move around personal and public spaces.
- Offered social support by transporting individuals to events and activities, in addition to medical appointments and shopping trips.
- Built strong relationships with clients to deliver emotional support and companionship.
- Determined specific needs and provided most appropriate level of services for patient well-being.
- Performed household tasks such as laundry, dusting, washing dishes and vacuuming.
- Documented residents' behavior in terms of mental status, sleeping and eating patterns in medical record books.
- Changed dressings/bandages to maintain proper healing and sanitary measures.
- Kept household areas clean and well-stocked, ran errands, managed laundry and completed weekly grocery shopping.
- Assisted clients with daily living needs, including bathing and personal grooming, to maintain self-esteem and general wellness.
- Recognized and reported abnormalities and/or changes in patients' health status to case manager.
- Gathered dietary information, assisted with feeding and monitored intake to help patients achieve nutritional objectives and support wellness goals.
- Worked to improve and enhance patient lives through effective and compassionate care.
Call Center Representative
11 Months- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Maintained energy and enthusiasm in fast-paced environment.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Maintained excellent attendance record, consistently arriving to work on time.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Carried out day-day-day duties accurately and efficiently.
- Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Engaged in continuous learning and development opportunities to promote continued performance improvement.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Personal Caregiver
1 Year- Improved patient outlook and daily living through compassionate care.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
- Assisted with meal planning to meet nutritional plans.
- Followed care plan and directions to administer medications.
- Monitored vital signs and medication use, documenting variances and concerning responses.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Encouraged residents to participate in activities of daily living to enhance personal dignity.
- Worked closely with clinical staff to support therapeutic and behavioral plans.
- Helped patients during ROM exercises to maintain musculoskeletal functions and increase strength.
- Maintained updated records and safeguarded patient privacy in accordance with HIPAA.
- Documented patient status and reported changes in care needs.
Education
Medical Assistant
Skills
Multitasking and Prioritization
Procedure Assistance
Client Documentation
Microsoft Office
Excel/Outlook
Verbal and written communication
Responding to Difficult Customers
Data Entry and Maintenance
Schedule Mastery
Inbound and Outbound Calling
Issue and Complaint Resolution
Customer Data Confidentiality
Efficient and Detail-Oriented
Establishing and Maintaining Customer Relationships
Call Volume and Quality Metrics
Live chat support
Administrative and office support
Customer data confidentiality
Document and records management
Process improvement
Claims reviewing
Provider support
Health plan operations
Provider relationship management
Staff training and motivation
HIPAA compliance
Certification
- Certified Medical Assistant (CMA)
Timeline
Customer Care Representative
QTC Management
11.2021 - CurrentRead More
Personal Caregiver
Family Tree In-Home Senior Care
12.2020 - 11.2021Read More
Direct Care Worker
South Texas Community Living
12.2019 - 11.2020Read More
Call Center Representative
Alorica
01.2019 - 12.2019Read More
Personal Caregiver
Legacy Home Health Agency
01.2018 - 01.2019Read More
Alamo Colleges
Medical Assistant
Read More