Natasha Blassingame
Warner Robins,GA
Summary
Passionate and professional Representative leads outreach efforts, strategic direction and day-to-day function management. Proven talent at building relationships and influencing others to gain support and commitment. Excellent presentation and communication skills and comfort working in fast-paced environment.
Overview
10
10
years of professional experience
Work History
Admissions Representative
Ultimate Medical Academy Online
Clearwater, Florida
10.2024 - Current
- Managed incoming inquiries from prospective students via phone calls, emails, text messages or social media platforms.
- Reviewed applications for accuracy and completeness before forwarding them to the admissions committee for further evaluation.
- Responded promptly to all requests from current or potential students regarding admissions policies or procedures.
- Assisted prospective students with the admissions process by providing guidance and answering questions.
- Provided detailed information about financial aid options available at the university for admitted students.
Appointment Scheduling Representative
MPF Federal
Gaithersburg, Maryland
08.2023 - 09.2024
- Resolved customer complaints in a professional manner.
- Adhered to organizational policies and procedures related to appointment scheduling.
- Conducted outbound calls to remind patients of upcoming appointments.
- Verified insurance information prior to appointment booking.
- Worked collaboratively with other team members to meet departmental goals.
- Inputted patient data into the electronic health record system.
- Ensured compliance with HIPAA regulations when handling confidential information.
- Performed follow up calls to confirm scheduled appointments.
- Coordinated with other departments within the practice to ensure timely patient care.
- Served as a liaison between patients and healthcare providers for communication purposes.
- Maintained accurate records of patient appointments in computer system.
- Assisted in scheduling, rescheduling, and canceling appointments for patients.
- Reviewed patient medical history documents prior to appointment scheduling.
- Provided clear instructions to patients regarding their upcoming visits.
Senior Call Center Representative
Kelly Connect
Warner Robins, GA
05.2021 - 07.2023
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Consulted with customers regarding needs and addressed concerns.
- Managed high-volume of inbound and outbound customer calls.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Monitored team performance metrics to identify areas of improvement and set goals accordingly.
- Assisted in the implementation of new call center procedures and policies.
- Identified potential problems that could negatively impact customer experience levels and developed solutions accordingly.
- Provided feedback to staff members regarding their performance in responding to customers' needs.
- Coordinated customer service operations and provided technical support to callers.
- Developed strategies for improving customer service processes and response times.
- Conducted follow-up calls with customers to ensure satisfaction with services rendered.
- Evaluated current systems used by the call center team and recommended changes as needed.
- Maintained accurate records of customer interactions and transactions.
- Participated in meetings with senior management personnel to discuss ways of improving overall efficiency of the call center team.
- Trained new employees on company policies and procedures related to customer service operations.
- Offered resolutions to de-escalate calls and solve customer issues.
- Mentored junior team members and managed employee relationships.
Certified Nursing Assistant
ResCare
Perry, GA
01.2018 - 01.2021
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Exhibited compassionate care and communication regarding issues surrounding death and dying.
- Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
- Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
- Documented activities and recorded information in EMR system.
Certified Nurse Aide
Jamestown Assisted Living
Fort Valley, GA
07.2015 - 01.2018
- Promoted patient satisfaction by assisting with bathing, dressing and exercising.
- Answered signal lights, bells or intercom systems to determine resident needs.
- Organized games and other activities to engage clients and offer mental stimulation.
- Assisted residents with bathing and dressing to promote personal hygiene.
- Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
- Used mobility devices to transport patients.
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Supported non-ambulatory residents in range of motion exercises.
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Helped residents walk with or without self-help devices.
- Distributed drinking water and nourishment to residents.
- Managed and maintained patient rooms, shared-living areas and nursing stations.
- Assisted residents in preparing for activities and social programs.
Education
Certified Nursing Assistant - CNA
Health Tech of Georgia
Warner Robins, GA03.2017
High School Diploma -
Houston County Career Academy
Warner Robins, GA02.2012
Some College (No Degree) - Business Administration
Strayer University
Washington, DCSkills
- Customer Service
- Providing Customer Support
- Call Documentation Skills
- Call Center Operations
- Problem-Solving Skills
- Resolving Issues
- Quality Assurance
- Inbound Phone Call Management
- Verbal and Written Communication
- Complaint Resolution
- Technical Support
- Technical Troubleshooting
- Appointment Scheduling
- Customer Relationship Management
- Training Experience
- Staff Training
- Client Relationship Building
- Performance Tracking
- Performance Improvement
- Records Management
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Promoted from Tier 1 advisor to Pro advisor , in less than 12-months.
- Consistently maintained 100% quality audit score for calls handled.
- Increased team metrics by providing positioning tips and statements.
Timeline
Admissions Representative
Ultimate Medical Academy Online
10.2024 - Current
Appointment Scheduling Representative
MPF Federal
08.2023 - 09.2024
Senior Call Center Representative
Kelly Connect
05.2021 - 07.2023
Certified Nursing Assistant
ResCare
01.2018 - 01.2021
Certified Nurse Aide
Jamestown Assisted Living
07.2015 - 01.2018
Certified Nursing Assistant - CNA
Health Tech of Georgia
High School Diploma -
Houston County Career Academy
Some College (No Degree) - Business Administration
Strayer University