Octavia Cole
Jackson,TN
Summary
Customer Service Representative with experience in telephone customer service, including sales, tech support, and customer care. Also conflict resolution, and possess a positive attitude. Aiming to use my proven skills to effectively fill the role in your company.A goal-driven professional skilled in leading and supervising front-line staff, resolving complaints, and enforcing disciplinary action to maintain a high level of productivity. Trains and mentors staff and oversees team operations, reporting, and policy implementation to comply with operational standards. Proficient in planning and leadership skills with advanced organizational and interpersonal skills to work in a fast-paced environment with changing priorities.
Overview
14
14
years of professional experience
Work History
Patient Admitting Representative
Coram Healthcare
Jackson, TN
03.2023 - 10.2024
- Assisted patients with setting up care for enteral nutrition.
- Handled inbound snd outbound calls to customers to set up out follow up care.
- Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume
- Greeted patients and families upon start of call, answered questions, and provided assistance as needed.
- Obtained signatures on consent forms, financial agreements, and other documents required for admission.
- Comducted calls to Providers office and hospitals as needed to obtain missing documents needed.
- Maintained a steady but low Que reaching daily and weekly department goals
- Maintained confidentiality of patient records in accordance with HIPAA regulations.
- Provided translation services between English and Spanish speaking patients when necessary.
- Verified insurance and collected critical data elements to properly identify and bill patients.
Shift Supervisor
WestLake Pipe And Fittings-Lasco Fittings
Brownsville, TN
07.2016 - 04.2024
- Interacted with cross-functional support groups to manage day-to-day operations and identified and resolved operational problems using defined processes, expertise and judgment.
- Prepared in advance for and addressed production problems, material deficits, equipment failures, and unavoidable delays.
- Coached, trained, and mentored 15-40 team members.
- Evaluated team member performance regularly to identify and resolve productivity concerns.
- Communicated policy updates and company information through team meetings, huddles and one-on-one development sessions.
Retail Sales Associate
Bath And Body Works
Jackson, TN
11.2016 - 01.2017
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Greeted customers and helped with product questions, selections, and purchases.
- Organized store merchandise racks, and stocked merchandise, clearly labeling items, and arranging according to size or color.
Team Leader
UGN
Jackson, TN
06.2010 - 02.2016
- Promoted from Finished Goods Scanner to Team Leader within six months.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Supervised team members to confirm compliance with set procedures and quality requirements.
Education
High School Diploma -
Central High School
Bolivar, TNSkills
- Strong Customer Service Skills
- Issue and complaint resolution
- Upbeat and positive personality
- Effective Communication
- Strong Analytical and Problem solving skills
- Data Entry(Advanced)
- Typing (Advanced)
- Microsoft 365
- Critical Thinking
- Experienced in using salesforce
- Technical Support
- Daily workflow improvement
- Safety processes and procedures
- Performance improvement
- Process optimization
- Documentation and reporting
- Attendance record management
- Paperwork drafting
- Payroll and budgeting
- Time management
- Documentation and control
- Writing/Processing Reports
Additional Information
Knowledge of safety regulation (PPE, LO/TO)
Timeline
Patient Admitting Representative
Coram Healthcare
03.2023 - 10.2024
Retail Sales Associate
Bath And Body Works
11.2016 - 01.2017
Shift Supervisor
WestLake Pipe And Fittings-Lasco Fittings
07.2016 - 04.2024
Team Leader
UGN
06.2010 - 02.2016
High School Diploma -
Central High School