Olga Medina
San Diego,CA
Summary
Reliable Customer Service Representative with extensive track record in demanding account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Kaiser Permanente Call Center
San Diego, CA
07.1997 - 03.2020
- Excelled in handling English and Spanish speaking customers calls for appointments with Primary Doctors, Physician Assistants, Specialty Doctors, and Registered Nurses.
- Effectively handled demanding patients requests by remaining calm and professional in stressful circumstances and effectively diffused tense situations. De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems. Updated databases with new and modified customer data.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained knowledge of current workplace policies and security practices.
- Supported team members to improve efficiency that promotes growth and development for the company while providing service that resulted in customer satisfaction.
- Evaluated problem areas and identified areas for improvement.
- Contacted customers and made outbound calls to follow up with scheduling appointments.
- Updated database and account information for patients.
- Answered incoming calls and emails, providing customer support or assistance with health services. Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- Improved customer service wait times to mitigate complaints.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Conferred with customers by telephone or in person to provide information about various health services.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Consistently surpassed minimum goals in handling customer service call from the Southern California Region.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries and provided accurate information regarding health products and services.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Used proven techniques to de-escalate angry customers during telephone interactions. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Understood and followed oral and written directions.
- Answered 95% calls per shift to assist with customer questions and concerns.
- Recognized by management for providing exceptional customer service.
- Completed day-to-day duties accurately and efficiently.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Collaborated with cross-functional team to enhance customer service workflow.
- Maintained updated knowledge through continuing education and advanced training.
Education
Associate of Arts - Nursing
San Diego City College
San Diego12-1995
Skills
- Consultative evaluations and determinations
- Scheduling
- Appointment Scheduling
- Data Collection
- Account Updating
- Product Knowledge
- Customer Service
- Courteous Demeanor
- Positive and Professional
- Adaptive Team Player
- Problem Resolution
- Team Development
- Calendaring
- Typing Proficiency
- Inbound and Outbound Calling
- Complaint Resolution
- Data Entry
Languages
Spanish
Professional
Timeline
Customer Service Representative
Kaiser Permanente Call Center
07.1997 - 03.2020
Associate of Arts - Nursing
San Diego City College
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