Olicia Pace
Jacksonville
Summary
Results customer service leader skilled at turning dissatisfied customers into loyal business advocates through skilled care and attention to needs. Offering expertise in sales, administration and team leadership focused on strengthening customer ties while maintaining quality, compliance and service standards. Technologically-savvy and forward-thinking. Demonstrated the ability to complete tasks accurately despite interruptions and competing demands. Dedicated Customer Service Representative offering excellent communication, listening and problem-solving skills. Able to drive positive customer experiences by promoting customer-centric behaviors and actions, evaluating customer needs and implementing product and service solutions to enhance customer loyalty.
Experienced with handling customer inquiries and providing effective solutions. Utilizes communication and problem-solving skills to enhance customer satisfaction. Track record of maintaining positive client relationships and adapting to dynamic service environments.
Overview
33
33
years of professional experience
1
1
Certification
18
18
years of post-secondary education
Work History
Customer service specialist
AmeriHealth Caritas
05.2022 - Current
- Resolved product issues and shared benefits of new technology
- Answered inbound calls per day to address customer inquiries, resolve issues and provide information on new products and services and directed inbound calls to designated individuals or departments.
- Completed continuing education and training programs for professional development.
- Supported company and clients, including addressing inquiries, resolving issues and managing customer relations
- Maintained all confidential personnel files
- Responding to customer inquiries and providing information regarding insurance.
- Personal care connect
Home Health Caregiver
Adonis Support
Jacksonville, FL
03.2012 - Current
- Provided personalized care and support to clients in their homes, ensuring comfort and safety.
- Assisted clients with daily living activities, enhancing their quality of life through compassionate service.
- Monitored client health status, reporting changes to healthcare professionals for timely intervention.
- Developed individualized care plans tailored to client needs, fostering independence and well-being.
- Coordinated medication schedules, ensuring adherence and managing potential side effects effectively.
- Implemented safety protocols to minimize risks during caregiving activities and maintain a safe environment.
- Ensured timely transportation of patients to appointments or social engagements, enhancing their ability to maintain an active lifestyle outside the home setting.
- Performed light housekeeping duties to maintain a clean, safe, and organized living space for patients.
- Assisted patients with daily living activities, improving their overall quality of life.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
Dialysis Technician
Shands/dci
Jacksonville, FL
04.2007 - 11.2018
- Sustained haemodialysis workflow by inventorying and restocking needed equipment and supplies.
- Inspected equipment and conducted safety checks on equipment and instruments to maintain high-quality control standards.
- Attached dialyzer and tubing to dialysis machines for use in hemodialysis treatment.
- Primed dialyzer with saline or heparinized solutions and followed formula directions when preparing dialysate.
- Transported patients from rooms and prepared them for treatment.
- Performed routine sterilization, cleaning, and maintenance of hemodialysis machines and equipment.
- Took and documented patients' vital statistics, including temperature, blood pressure and pulse and respiration rates, before and after dialysis treatment.
- Maintained all confidential personnel files, licensing and CPR compliance records.
- Communicated extensively with patients to provide assistance, support and instructions.
- Assisted [patient care] during downtime by answering phones, responding to guest inquiries and providing information regarding club services.
- ICD/coding
- Charting
Customer Service Specialist
Fresenius medical care
Jacksonville, Florida
05.2008 - 04.2012
- Documented and scoped actions taken to resolve issues after service calls.
- Resolved customer issues and diffused situations by listening to concerns and developing solutions.
- Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
- Completed smooth and efficient opening and closing requirements.
- Uphold strict quality control policies and procedures during customer
- ICD9/coding
- Charting
Customer Service Representative
Home care advantage
Jacksonville, FL
08.2002 - 04.2006
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
- Answered inbound calls per day to address customer inquiries, resolve issues and provide information on new products and services and directed inbound calls to designated individuals or departments.
- Developed empathetic client relationships and earned reputation for exceeding sales goals.
- Completed continuing education and training programs for professional development.
- Informed customers on billing procedures, processed payments and provided assistance to set up payment options.
- Assisted [filing] during downtime by answering phones, responding to guest inquiries and providing information regarding club services.
- Coding
Claims Representative
Kelly temp
Jacksonville, FL
08.1996 - 09.1999
- Resolved product issues and shared benefits of new technology.
- Balanced the needs of multiple customers simultaneously in a fast-paced retail environment.
- Informed customers about all product lines and services offered by the company.
- Completed diverse tasks on daily basis to serve customer needs, including processing and issuing money orders, managing returns and exchanges, and logging daily shipments.
- Managed asset recoveries for claims, including salvage and subrogation.
- Provided quality customer service to all assigned, insured and claimants throughout the claims process to ensure timely service times for customers.
- Promoted agency products to customers in person, on the telephone and in writing.
Sales Representative
Sears warehouse
Jacksonville, FL
06.1993 - 12.1996
- Secured sales by providing recommendations to promote brand effectiveness and product benefits.
- Generated sales by prospecting leads, cold calling and closing deals.
- Supported company and clients, including addressing inquiries, resolving issues and managing customer relations.
- Built trust and rapport with prospective patients to understand treatment needs and determine the appropriate level of care.
- Grew customer base by acquiring new customers and identifying needs to deliver relevant products.
- Completed documentation for product and service sales.
- Developed relationships with customers and presented promotions that increased shelf space, sales and profit.
Education
Associate of Science - Health Information
Florida State College at Jacksonville
Jacksonville, FL01.2008
High School Diploma - undefined
Paxon high
Jacksonville01.1993
Office Management
Florida Community Collge
Jacksonville, FL 06.2008 - 01.2026
Skills
- Detail-oriented
- Excellent communication
- Time management skills
- Microsoft Office
- Computer proficient
- Power point
- Excel
- File/records maintenance
- ICD9
- Good communication skills
- Complaint handling
- Excellent written and oral communication
- Problem resolution
- Customer relationship management
- Customer order management
- Call centers
- Data entry
- Follow-up skills
Certification
- Customer Service Representative Certificate
- Medical coder
- Office management
- Dialysis certification
Timeline
Customer service specialist
AmeriHealth Caritas
05.2022 - Current
Home Health Caregiver
Adonis Support
03.2012 - Current
Office Management
Florida Community Collge
06.2008 - 01.2026
Customer Service Specialist
Fresenius medical care
05.2008 - 04.2012
Dialysis Technician
Shands/dci
04.2007 - 11.2018
Customer Service Representative
Home care advantage
08.2002 - 04.2006
Claims Representative
Kelly temp
08.1996 - 09.1999
Sales Representative
Sears warehouse
06.1993 - 12.1996
High School Diploma - undefined
Paxon high
Associate of Science - Health Information
Florida State College at Jacksonville