Nathalie Upton
Delaware,OH
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Personable and empathetic, equipped with strong communication and problem-solving abilities. Familiar with healthcare procedures and adept at handling patient inquiries and managing healthcare information systems. Capable of making positive impact by delivering exceptional customer service and ensuring patient satisfaction.
Overview
35
35
years of professional experience
Work History
Healthcare Customer Service Representative
Oak Street Health
08.2024 - Current
- 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.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
Customer Service Representative
J. Gumbo's Delaware County
03.2020 - Current
- Maintained high standards of job safety, productivity and quality.
- Processed payments via cash, credit and debit cards and counted back change to customers to avoid cash drawer errors.
- Tracked food and beverage items, placing orders to replenish inventory to avoid low stock levels.
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
- Scheduled and directed staff in daily work assignments to maximize productivity.
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Optimized profits by controlling food, beverage and labor costs.
- Enforced sanitary practices for food handling, general cleanliness and maintenance of dining and kitchen areas.
- Directed and coordinated restaurant activities to obtain optimum customer service and strong employee development.
- Updated computer systems with new pricing and daily food specials.
- Trained new employees to perform duties.
Customer Service Order Specialist Work From Home
Williams-Sonoma, Pottery Barn Kids, Pottery Barn, West Elm
10.2017 - 01.2018
- Provided high level of dedicated assistance to customers by helping place orders on company's website.
- Obtained information regarding shipping dates and product availability by reaching out to vendors by phone and email.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Consulted with customers regarding needs and addressed concerns.
- Advised customers on promotions, sales procedures and strategies for maximizing results from company products.
- Maintained comprehensive understanding of company offerings to drive consistent sales during routine service touches.
- Utilized active listening and communication skills to engage customers and ascertain how to best provide assistance.
Operations Manager
Big Box Retailer
03.2007 - 05.2013
- Directed the operation of a high volume store, achieving 33.5 million in sales revenue
- Trained and Managed 150 associates in the areas of sales, customer service, special services, receiving and inventory management, safety accountability and office operations
- Responds well to high pressure managerial situations requiring excellent organizational and interpersonal skills
- Fiscal Year 2007 Accomplishments: Exceeded sales target by 1.2 million, Exceeded SCOP plan by 22%, Achieved savings of 11.79% in store controllable expense, Exceeded corporate target of inventory shrink by .2%, Achieved highest scores in the 14 store district on Asset Protection Review scores (bi-monthly audit of operational accuracy and efficiency), Directed operations through store remodeling project.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Addressed customer concerns with suitable solutions.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Delivered positive customer experiences by implementing effective quality assurance practices.
Special Services Supervisor
Big Box Retailer
03.2006 - 03.2007
- Oversight of customer service functions involving problem solving, special service orders and answering intricate inquiries
- Supervised 7 associates in the areas of customer service inquiries, custom installations, special orders, sales of extended service plans and education of safe working practices and procedures
- Increased ESP sales from .84 to 11% to rank 2nd regionally.
Front End Supervisor
Big Box Retailer
11.2005 - 03.2006
- Managed all aspects of front end store operations
- Developed and implemented action plans to improve efficiency and throughput of customer check out experience and cashier operations
- Oriented, trained and managed front end associates
- Addressed escalated customer issues and store level customer complaints.
Major Account Support Manager
Lord Howards, Inc
01.2001 - 01.2005
- Built partnerships with leading corporations such as Toys R Us, Walgreens, CVS, Kroger Cracker Barrel and 7-11
- Delivered on time performance and coordination of all customer requirements including purchase cycles, delivery cycles and specialized shipment instruction
- Developed custom packaging and sales promotion to increase brand identity and awareness
- Negotiated and coordinated the successful resolution of customer problems
- Oversight & training of sales reps and warehouse associates
- Evaluation of sales reps.
Assistant Sales Manager
Lord Howards, Inc
01.1998 - 01.2001
- Provided effective customer relations through the coordination of support for customer purchase cycles
- Managed relationships with customers and sales representatives facilitating open communication, trusting relationships and increased productivity
- Coordination of support for customer purchase cycles
- Planned trade show display and logistics
- Proven ability to develop new business and increase sales within established accounts and mature territories through trade show coordination & representation
- Applied consultative sales techniques growing sales in established accounts
- Enhanced company’s image and visibility by assisting in the coordination of promotional vehicles including brochures and promotional items.
Sales Coordinator
Lord Howards, Inc
01.1994 - 01.1998
- Creatively planned event hosting for customers and staff
- Provided first class client relations, arranged all on sight logistics
- Sourced vendors, negotiated contracts and managed budgets
- Coordinated trade show logistics
- Oversight of packaging of customer samples and product photography, display and design
- Created and delivered product sales sheets
- Excelled in client relations, demonstrating problem solving and follow-through capabilities
- Actively engaged in all aspects of promotion, advertising and publicity
- Developed strong working knowledge of peripheral media.
Sales & Warehouse Associate
Lord Howards, Inc
01.1992 - 01.1994
- Managed day to day operations of receipt of inbound calls, warehouse shipping and receiving and accounts payable and receivables.
Banquet Manager
Molloy's On The Green
01.1990 - 01.1992
- Managed all aspects of reservations and coordination of banquet facility to include: Scheduling of corporate events and weddings, Menu selection, Procurement of food, catering and facility equipment.
Education
Secondary Education -
Xavier University
01.1991
High School Diploma -
Heath High School
01.1989
Skills
- Proficient use of Microsoft Word
- Word Processing: 110 WPM
- Internet
- Excel
- Power Point
- Product Knowledge
- Inbound and Outbound Calling
- Paperwork Processing
- Complaint Resolution
- Consultative Sales
- Data Entry
- Scheduling
- Upselling and Cross-Selling
- Problem-Solving Abilities
- Grammar
- Customer Relations
- Retail Sales Customer Service
- HIPAA compliance
- Appointment scheduling
- Patient confidentiality
- Medical terminology
- Call center experience
- Data entry proficiency
- Policy adherence
- Stress tolerance
- Empathy and patience
- Patient eligibility verification
- Strong interpersonal skills
Accomplishments
- Exceeded corporate target of sales revenue by 1.2 million dollars, annually
- Exceeded SCOP Plan (Store Controllable Operating Profit) by 22%.
- Exceeded corporate target of inventory shrink by .2%
Contact
Delaware, OH 43015
Timeline
Healthcare Customer Service Representative
Oak Street Health
08.2024 - Current
Customer Service Representative
J. Gumbo's Delaware County
03.2020 - Current
Customer Service Order Specialist Work From Home
Williams-Sonoma, Pottery Barn Kids, Pottery Barn, West Elm
10.2017 - 01.2018
Operations Manager
Big Box Retailer
03.2007 - 05.2013
Special Services Supervisor
Big Box Retailer
03.2006 - 03.2007
Front End Supervisor
Big Box Retailer
11.2005 - 03.2006
Major Account Support Manager
Lord Howards, Inc
01.2001 - 01.2005
Assistant Sales Manager
Lord Howards, Inc
01.1998 - 01.2001
Sales Coordinator
Lord Howards, Inc
01.1994 - 01.1998
Sales & Warehouse Associate
Lord Howards, Inc
01.1992 - 01.1994
Banquet Manager
Molloy's On The Green
01.1990 - 01.1992
High School Diploma -
Heath High School
Secondary Education -
Xavier University
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